Question

Heather is troubleshooting a computer at her worksite. She has interviewed the computer’s user and is currently trying to reproduce the problem the user described.Heather is in which step of the troubleshooting process?a. Establish a theory of probable cause.b. Test the theory to determine a cause.c. Verify full system functionality.d. Identify the problem.

Answer 1

Answer:

D. Identify the problem.

Explanation:

There are six steps or stages in computer system troubleshooting. They are,

1. Identify the problem: In the stage of troubleshooting, the user is interviewed to get a description of the problem. Reproducing the problem is essential to confirm the described problem of the system before moving to the next stage.

2. Establish a theory of probable cause: when the problem is identified, a list of the possible cause of the problem is made.

3. Test the theory to determine a cause: each items on the list of possible cause of the problem is tested to confirm its actual cause.

4. Resolve the problem.

5. Verify full system functionality

6. Document the findings, actions and outcomes.