Verify full system functionality and, if applicable, implement preventive measures. Establish a plan of action to resolve the problem and implement the solution. The troubleshooting process steps are as follows: Release from liability if data is lost or corrupted Permission to work on the computer without having a current backup available A liability release form contains at least the following information: If the customer does not have a current backup and you are not able to create one, ask the customer to sign a liability release form. Here is a list of items to verify with the customer regarding whether a backup has been performed:Īvailability of all backup media for a data restore If you are unsure about whether a backup has been done, do not attempt any troubleshooting activities until you check with the customer. In an organization, backups may be performed on a daily, weekly, or monthly basis. Cloud storage is online storage that is accessed via the Internet. Data BackupĪ data backup is a copy of the data on a computer hard drive that is saved to another storage device or to cloud storage. If your work results in data loss for the customer, you or your company could be held liable. Make sure you do everything possible to prevent data loss while attempting repairs. Some repairs, such as replacing a hard drive or reinstalling an operating system, might put the data on the computer at risk. The term customer, as used in this book, refers to any user who requires technical computer assistance.īefore you begin troubleshooting problems, always follow the necessary precautions to protect data on a computer. This section presents an approach to problem solving that you can apply to both hardware and software. The troubleshooting process is a guideline that is modified to fit your needs. You learn how and when to combine steps, or skip steps, to reach a solution quickly. Each time you solve a problem, you increase your troubleshooting skills by gaining more experience. Troubleshooting is a skill that you refine over time. Asking the right questions, testing the right hardware, and examining the right data helps you understand the problem and form a proposed solution. Taking a logical approach to troubleshooting allows you to eliminate variables and identify causes of problems in a systematic order. ![]() At other times, customers may contact you with problems. Sometimes issues arise during preventive maintenance. Troubleshooting requires an organized and logical approach to problems with computers and other components. Introduction to Troubleshooting (4.2.1.1) Troubleshooting is a way of discovering what is causing a problem and fixing it. In this section, you will learn that to troubleshoot a problem quickly and effectively, you need to understand how to approach the issue. Although experience is very useful to problem solving, following a troubleshooting model will enhance effectiveness and speed. ![]() Approaching problem solving using a logical and methodical approach is essential to successful resolution. Troubleshooting is a systematic process used to locate the cause of a fault in a computer system and correct the relevant hardware and software issues.
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