1.2 - Troubleshooting Theory

#CompTIA #Hardware #Best_Practices #IT

1. CompTIA Troubleshooting Theory:

Step0: Follow the company procedures (don't get in trouble)

Step1: Identify the problem

(talk to the user, the user usually won't understand the problem).

Step2: Establish a theory of probable cause

(question the obvious).

Step3: Test the theory to determine cause

(if theory is not confirmed, re-establish new theory).
NOTE: If you can not get a theory, escalate (get help) from another tech

Step4: Establish a plan of action to resolve the problem and implement the solution.

Step5: Verify full system functionality

(wait for the happy response) and, if applicable implement preventive measures (tell the user what not to do).

Step6: Document findings, actions, and outcome

(lessons learn, fix bugs, and help others with the same problem).

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