General Knowledge
Finding and fixing problems.
What is Troubleshooting?
What are some disadvanatges of troubleshooting?
Step 1 of the Methodology
What's the problem behind the issue?
“Troubleshooting is the problem-solution of the future”
A random quote.
You must turn it on.
Why is the device not working and with a dark screen?
Finding the real cause of the issue.
What is Root Cause Analysis?
What are some advantages of troubleshooting?
Step 2 of the Methodology
What is collecting data.
A user problem is presented.
Login/Password Fixed. No action has to be done.
Projector won't work or turn on.
To check power, cables, restart, test display?
The problem is never found.
What is 70% of the real cause?
What's the future impact of troubleshooting?
Step 3 of the Methodology
What is identifying possible casual factors?
What's the importance of troubleshooting?
Printer has no paper.
Refill paper, check for jams, run test print?
It can cause $5600 per minute.
What are the effects of a small problem in devices?
Finding problems, identifying root causes, and turning solutions into company knowledge
Teaches enterprise-level troubleshooting
Step 4 of the Methodology
...THEN the possible solutions would be to close or uninstall unused apps or to apply a cooling fan.
IF a device is overheating, it could be because of high usage of the CPU or the environment around it...
The smartboard is frozen.
What should it connect to restart, update software and test function.
...they lose money and their reputation.
If they stop because of no work on the system...
The outcome.
What should you document?
Step 5 of the Methodology
What is implementing and suggesting solution?
Asking that 5 times.
What is the 5 whys methods?
WIFI is not connecting.
What connects to check router, reset connection and test devices?