2.7.3 Practice Questions
docx
keyboard_arrow_up
School
ECPI University *
*We aren’t endorsed by this school
Course
101
Subject
Industrial Engineering
Date
Jan 9, 2024
Type
docx
Pages
8
Uploaded by DeanStrawTurtle141
Question 1:
Incorrect
You are the manager in charge of maintaining desktop computers. A user reports that
she can't turn her computer on. After some investigation, you find that the power
supply is malfunctioning.
Which of the following actions should you perform next?
Answer
Document the problem.
Correct Answer:
Create an action plan.
Incorrect answer:
Fix the problem.
Determine whether escalation is required.
Explanation
The next action you should take is to create an action plan and account for your
proposed plan's side effects. Identifying the effects ahead of time helps you put
measures into place to eliminate or reduce any potential negative consequences.
Escalation is not necessary because you're already in charge of managing and
maintaining the desktop computers.
Fix the problem only after creating the action plan and identifying possible effects.
Document the problem and the solution after the problem has been fixed and the
solution has been verified.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_action_plan_pp7.question.fex
Question 2:
Correct
A user reports that her system is running slowly when saving files. You determine
that you'll need to upgrade her hard disk. You identify the components that are
required and schedule the repair for later that afternoon.
Which of the following steps have you forgotten in your troubleshooting process?
Answer
Implement the solution.
Create an action plan.
Verify system functionality.
Correct Answer:
Perform a backup.
Explanation
You need to perform a backup before making changes. The backup could be used to
restore current settings or data in the event of additional issues resulting from the
troubleshooting process.
Implementing the solution should only be done after performing the backup.
Verifying and documenting the solution occurs after the problem has been resolved.
You've already established a probable cause and created an action plan.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_backup_pp7.question.fex
Question 3:
Incorrect
As an IT technician for your company, you have been notified that the Windows
domain does not seem to be functioning properly. Being familiar with domains, you
are fairly confident you know what the issue is. But just to be safe, you take the
applicable time to gather additional information and to identify what, if anything, has
changed.
Which of the following is the BEST next step?
Answer
Correct Answer:
Create a hypothesis.
Determine the appropriate fix.
Incorrect answer:
Implement the fix.
Gather information.
Identify what has changed.
Explanation
The best next step is to create a hypothesis that could potentially explain the
problem. To do this, you may need to do a lot of research. You should check
frequently asked questions and knowledge bases that are available on the internet.
You should also consult with your peers to try to validate your hypotheses. Using this
information, you can then narrow down the results to the one or two most likely
causes.
You've performed the first two essential steps of gathering additional information and
identifying what, if anything, has changed.
After you've narrowed things down to the one or two most likely causes, you can
determine the appropriate fix by consulting with your peers, reviewing knowledge
bases, looking at other websites, and using your own experience. Then you can
implement the fix as needed.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_create_a_hypothesis_pp7.question.fex
Question 4:
Correct
A user reports that the projector in the conference room has display issues when it is
connected to his laptop. After identifying the cause and completely resolving the
issue, the projector displays the images perfectly both on his laptop and on the
projector.
Which of the following troubleshooting strategies should you perform next?
Answer
Test the solution.
Establish what has changed.
Correct Answer:
Document the solution.
Identify the problem.
Explanation
You've identified the problem, completed and tested the task, and verified full system
functionality. You should now document the solution so if the same display issue
returns, you or your replacement will know what to do.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
q_trbl_sht_document_solution_pp7.question.fex
Question 5:
Incorrect
You are a first-line desktop support technician. A user reports that he cannot access
several network files. After some investigation, you determine that the problem is
with a network server.
Which of the following actions should you perform next?
Answer
Fix the problem.
Incorrect answer:
Create an action plan.
Document the problem.
Correct Answer:
Determine if escalation is needed.
Explanation
After you identify the most probable cause, escalate the problem if it is beyond your
ability to fix or your scope of management. For example, the problem might be on
the network server configuration, which you are not authorized to correct. When
forwarding the problem to someone else, be sure to describe the nature of the
problem, the actions you've already taken, and the symptoms that lead you to
believe the problem is outside of your area of responsibility.
If you've decided that escalation is not necessary, create an action plan that includes
the fix and identifies possible side effects of implementing it.
After you've implemented the solution, verify that it works and that there were no
unforeseen consequences.
Finally, document the problem and the solution.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_escalation_pp7.question.fex
Question 6:
Incorrect
You've just installed a new USB card reader on your Windows computer. Every time
you perform a certain action using the card reader, you get an error message that
you've never seen before.
Which of the following actions should you perform FIRST?
Answer
Install the device on another computer.
Correct Answer:
Check the manufacturer's website for information about the error.
Replace the card reader with a new device.
Incorrect answer:
Uninstall the device and then reinstall it.
Explanation
For information about a specific error, check the manufacturer's website.
Taking any other action (such as replacing the card reader, installing the device on
another computer, and reinstalling the device) might fix the problem but would most
likely just waste time. In most cases, device-specific problems can be corrected with
a new driver or other software update.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_manufacturer_ref_pp7.question.fex
Question 7:
Correct
As an IT technician for your company, you are in the process of setting up several
servers in your network. During the process, one of the servers was misconfigured
and is having trouble synchronizing information with the other servers.
Which of the following is the BEST next step?
Answer
Implement the fix.
Correct Answer:
Gather information.
Identify what has changed.
Create a hypothesis.
Determine the appropriate fix.
Explanation
A technician's first step is to gather information. This is critical. You need to
determine exactly what has happened. What were the symptoms? Were there any
error messages displayed? What did those error messages say? How extensive is
the problem? Is it isolated to a single system, or are many systems experiencing the
same problem?
By gathering additional information, you can identify what has changed, and then
you can form a hypothesis. With a hypothesis in place, you can then determine the
appropriate fix. Lastly, you can implement the fix and test it for favorable results.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_problem_identification_pp7.question.fex
Question 8:
Correct
A user reports that her monitor has stopped working. While troubleshooting the
issue, you discover a bad video card in the system. You replace the card and
connect the monitor cable to the card.
Which of the following actions should you perform NEXT in your troubleshooting
strategy?
Answer
Correct Answer:
Test the solution.
Implement preventative measures.
Explain what you did to fix the problem.
Document the solution.
Explanation
After you implement a solution, you should always test it to verify full system
functionality. Sometimes, more than one problem exists, or your solution may not
have solved the problem. For example, in this case, an incorrect driver for the video
card could potentially continue to cause display issues. By verifying system
functionality, you can ensure the problem is completely resolved.
Explaining what you did, implementing preventative measures, and documenting the
solution occur after you've tested the solution to make sure the problem is
completely fixed.
References
2.7.1 Troubleshooting Process
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
2.7.2 Troubleshooting Process Facts
q_trbl_sht_test_solution_pp7.question.fex
Question 9:
Correct
A user sends a print job to a network printer, and it prints page after page of random
characters. He calls the help desk, and a technician discovers that the wrong printer
driver had been loaded on the user's workstation. The technician loads the correct
driver, verifies that the system works correctly, and documents the resolution.
Which of the following actions should the technician perform next?
Answer
Correct Answer:
Educate the user as to how the problem was resolved and verify that they are
satisfied with the results.
Write an email to the user's supervisor and insist that he train his employees on how
to use the network printer.
Upgrade to a newer printer that uses embedded drivers.
Formally close the incident in any job tracking tool.
Disable the network printer until users learn to use the correct drivers.
Explanation
After resolving any incident, you should spend a few minutes with the user or
customer, explaining how the problem was resolved and verifying that they are
satisfied with the results. You can then formally close the incident in any tracking
tool.
Writing an email to the user's supervisor insisting on training is not your
responsibility. Disabling the network printer or upgrading to a newer printer are not
actions that are part of the action plan or solution.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_trbshoot_educate_user_pp7.question.fex
Question 10:
Correct
A user reports that he is unable to access data on an external hard drive. You
investigate the problem and determine that the USB cable connection to the hard
drive is damaged. You replace the cable.
Which of the following actions should you take next?
Answer
Document the problem and solution.
Correct Answer:
Test the solution.
Create an action plan.
Determine if escalation is necessary.
Explanation
After implementing a solution, test it to verify full system functionality and make sure
that it has fully fixed the problem and hasn't caused any additional issues.
You document the problem and solution after everything has been fixed and verified.
You determine if escalation is needed and create an action plan before implementing
the solution.
References
2.7.1 Troubleshooting Process
2.7.2 Troubleshooting Process Facts
q_trbl_sht_verify_pp7.question.fex