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Troubleshooting is more art than science, and as such, there is no step-by-step list of actions to follow You need to be flexible Carry a well-stocked tech toolkit You should also carry several FRUs The FRUs you carry will depend on what kind of tech you are, but in general, most techs should carry a few sticks each of DDR and DDR2 RAM, a PCI video card, a NIC, and a 300-watt power supply Be sure to back up critical files before making changes to a system Back up e-mail, favorites, personal documents, and any data not stored on a regularly backed-up server
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assertive communication (654) clean up (657) computing process (644) document (657) eliciting answers (651) escalate (657) ethic of reciprocity (653) evaluate (657) field replaceable unit (FRU) (655) incident report (657) integrity (652) passwords (652) respect (653) stream loading (649) tech toolkit (655) troubleshooting methodology (654)
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Use the Key Terms list to complete the sentences that follow Not all terms will be used 1 ____________ are commonly known as spare parts and at a minimum include extra sticks of RAM and a video card 2 A few screwdrivers and an anti-static wrist strap should be in your ____________ 3 Understanding the ____________ enables you to troubleshoot problems more efficiently 4 An effective use of ____________ means clearly stating a problem without accusing the user of creating that problem 5 Better online applications use ____________ to download updated information and data constantly
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6 An accomplished computer tech should treat anything said to him or her as a personal confidence, not to be repeated to coworkers or bosses The tech brings ____________ to his or her job 7 You should avoid learning ____________ to other folks computers so you don t get blamed if something happens to those computers
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8 If you can t solve a troubleshooting problem, the next step is to ____________ the problem to a higher-level tech 9 Treating other people how you want to be treated is an example of the ____________ 10 A(n) ____________ gives the details about an accident on the job site
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1 While troubleshooting a fairly routine printing problem, the customer explains in great detail precisely what he was trying to do, what happened when he tried to print, and what he had attempted as a fix for the problem At what point should you interrupt him A After he describes the first problem B As soon as you understand the problem C As soon as you have a solution D Never 2 While manning the help desk, you get a call from a distraught user who says she has a blank screen What would be a useful follow-up question A Is the monitor turned on B Did you reboot C What did you do D What s your password 3 While manning the help desk, you get a call from Sharon in accounting She s lost a file that she knows she saved to her hard drive Which of the following statements would direct Sharon to open her My Documents folder in the most efficient and professional manner A Sharon, check My Documents B Sharon, a lot of programs save files to a default folder, often to a folder called My Documents Let s look there first Click on the Start button and move the mouse until the cursor hovers over My Documents Then click the left mouse button and tell me what you see when My Documents opens C Probably just defaulted to My Docs Why don t you open Excel or whatever program you used to make the file, and then open a document, and point it to My Documents D Look Sharon, I know you re a clueless noob when it comes to computers, but how could somebody lose a file Just open up My Documents, and look there for the file 4 What tool should be in every technician s toolkit A Pliers B Hammer C Straight-slot screwdriver D Phillips-head screwdriver 5 Al in marketing calls in for tech support, complaining that he has a dead PC What is a good first question to begin troubleshooting the problem A Did the computer ever work B When did the computer last work C When you say dead, what do you mean What happens when you press the power button D What did you do 6 While manning the help desk, you get a call from Bryce in Sales complaining that he can t print, and every time he clicks on the network shared drive, his computer stops and freezes He says he thinks it s his hard driver What would be a good follow-up question or statement A Bryce, you re an idiot Don t touch anything I ll be there in five minutes B Okay, let s take this one step at a time You seem to have two problems: one with printing and the second with the network shared drive, right
Mike Meyers CompTIA A+ Guide: Essentials (Exam 220-601)
C First, it s not a hard driver, but a hard drive It doesn t have anything to do with the network share or printing, so that s just not right D When could you last print 7 When troubleshooting a software problem on Phoebe s computer and listening to her describe the problem, your beeper goes off It s your boss What would be an acceptable action for you to make A Excuse yourself, walk out of the cube, and use a cell phone to call your boss B Pick up Phoebe s phone and dial your boss s number C Wait until Phoebe finishes her description and then ask to use her phone to call your boss D Wait until Phoebe finishes her description and run through any simple fixes; then explain that you need to call your boss on your cell phone 8 You ve just installed new printer drivers into Roland s computer for the big networked laser printer What should you do to complete the assignment A Document that you installed new printer drivers B Tell Roland to print a test page C Print a test page and go to the printer to verify the results Assuming everything works, you re done D Print a test page and go to the printer to verify the results Document that you installed new printer drivers successfully 9 While fixing a printing problem on Paul s computer, you notice several personal e-mails he has sent sitting in his Sent Items mail folder Using the company computer for personal e-mail is against regulations What should you do A Leave the e-mails on the computer and notify your boss B Delete the e-mails from the computer and notify your boss C Delete the e-mails from the computer and remind Paul of the workplace regulations D You shouldn t be looking in his e-mail folders at all, as it compromises your integrity
10 Upon responding to a coworker s request for help, you find her away from her desk, and Microsoft Excel is on the screen with a spreadsheet open How do you proceed A Go find the coworker and ask her to exit her applications before touching her computer B Exit Excel, saving changes to the document, and begin troubleshooting the computer C Exit Excel without saving changes to the document and begin troubleshooting the computer D Use the Save As command to save the file with a new name, exit Excel, and begin troubleshooting the computer 11 You are solving a problem on Kate s computer, which requires you to reboot several times Upon each reboot, the logon screen appears and prompts you for a user name and password before you can continue working Kate has gone to another office to continue her work on another computer How do you proceed A Call Kate, ask her for her password, type it in, and continue working on the problem B Insist that Kate stay with you and have her type the password each time it is needed C Call Kate and have her come in to type the password each time it is needed D Have Kate temporarily change her password for you to use as you work; then have her change it back when you are through 12 You are working in a customer s home, and his five-year-old child is screaming and kicking the back of your chair What do you do A Ignore the child and finish your work as quickly as you can B Discipline the child as you see fit C Politely ask your client to please remove the child from your work area D Tell your client you refuse to work under such conditions and leave the premises with the job half done