CHAPTER 3

Step 2 for Troubleshooting

• Identify the problem

• Establish a theory of probable cause

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

• Document your findings, actions, and outcomes

Step 4 for Troubleshooting

• Identify the problem

• Establish a theory of probable cause

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

• Document your findings, actions, and outcomes

Step 5 for Troubleshooting

• Verify full functionality and, if applicable, implement preventive measures

• Establish a theory of probable cause

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

• Document your findings, actions, and outcomes

A list of open and closed-ended questions is useful.

• STEP 2

• STEP 1

• STEP 3

• STEP 4

A list of common problems can be useful..

• STEP 2

• STEP 1

• STEP 3

• STEP 4

A list of quick procedures to common problems can help

• STEP 2

• STEP 1

• STEP 3

• STEP 4

Perform a full re-scan of the computer

• STEP 2

• STEP 1

• STEP 3

• STEP 5

Is there anything that might have triggered this situation?"

• OPEN ENDED QUESTION

• CLOSED ENDED QUESTION

Did you receive any error messages on your screen?

• OPEN ENDED QUESTION

• CLOSED ENDED QUESTION

What problems are you experiencing with your laptop?

• OPEN ENDED QUESTION

• CLOSED ENDED QUESTION