ITE 5 - Chapter 12 - Part 1 of 2

Advanced Troubleshooting - Part 1 - Sections 12.1 - 12.3

In your career as a technician, it is important that you develop advanced skills in troubleshooting techniques and diagnostic methods for computer components, operating systems, networks, laptops, printers, and security issues. Advanced troubleshooting can sometimes mean that the problem is unique or that the solution is difficult to perform. More often, advanced troubleshooting means that the probable cause is difficult to diagnose.

Advanced troubleshooting uses not only your advanced diagnostic skills when working with hardware and software, but also the interaction between technicians and customers or other technicians. The way in which you work with customers and other technicians can determine how quickly and comprehensively the problem gets diagnosed and solved. Take advantage of your resources, other technicians, and the online technician community to get answers to your diagnostic challenges. You might be able to help another technician with a problem.

Troubleshooting Process 6 Steps

StepDescription
Step 1Identify the problem
Step 2Establish a theory of probable cause (question the obvious)
Step 3Test the theory to determine the cause
Step 4Establish a plan of action to resolve the problem and implement the solution
Step 5Verify full system functionality and, if applicable, implement preventative measures
Step 6Document findings, actions, and outcomes


Assignments: for these worksheets, you will need to take on the role of the "Remote Technician", somebody trying to assist and diagnose a problem from a distance. 

You will be expected to follow the appropriate troubleshooting steps as described in the chapter and suggest appropriate solutions based on the information provided in the worksheet.

Task 1 - In your own words, summarize the 9 most common computer problems and solutions as found in section 12.1.1.2


Tasks 2,3,4




Place in the hand-in folder when complete.
Additional Resources



Key PC Troubleshooting Tips

Networking Troubleshooting





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