201 Class 04: CompTIA A 220‐902 Troubleshooting Methodology - nataliabdallah/codefellows-ops-reading-notes GitHub Wiki

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CompTIA A+ 220-902 Troubleshooting Methodology

What should you do if multiple issues are happening simultaneously during troubleshooting?

  • Break them up into individual problems and go through the troubleshooting process individually

What should be done once a successful solution has been identified during the troubleshooting process?

  • Build a paln, sometimes some solutions can't be fully implemented at the moment, you need a certain day at a certain time. So you need to document a plan to implement the fix for that production environment, also make plan B and C just incase A doesn't work.
  • Once the problem is fixed (either by the plan being successful or having to reach out to thrid party), you verify full system functionality
  • Then you create preventative measures to keep this problem from occuring in the future
  • Then you document and create a report

What are the benefits of documenting the entire troubleshooting process in a knowledge base?

  • Building a library of solutions to problems gives you the ability to go back to previous issues someone might have again, instead of trying to figure it out yourself, you can go back to your history of solutions that have been implemented in the past. You can also provide this library to your team to cut out time used on trying to figure something out that has already been figured out.

Think about a technological device particularly popular in your culture or community. Imagine a scenario where issues arise: how would you apply CompTIA A+ troubleshooting methodology to help, while considering the end-user's cultural background?

  1. Identify the problem: my mom is having with her iphone processing slowly and sometimes blacking out.

  2. Establish a Theory: my mom's storage is full

  3. Test the Theory/Evaluate Results: Save my mom's pictures and videos onto another device, or show her how to use a cloud storage and then delete them from her iphone Is it working?: After freeing up space, does it fix the problem? yes

  4. Establish a plan of Action/ Implement the plan: Continue to have mom delete files from the iphone.

  5. Verify Full System Functionality/Preventive Measures: Once all files have been deleted, check iphone for full functionality Have mom check her storage and transfer files and delete them from her device periodically.

  6. Document Findings

Make note of the problem, write a easy to read step by step process, even make a video for mom to follow if mom forgets this process and was trying to follow along but goes about life forgetting to do this and continues to have all her pictures on the iphone.(the documentation and video will help her to do this herself instead of asking me for help)

Things I want to Learn

  • How to create an app for fun