CompTIA IT Fundamentals+

(Exam FC0-U61)
Module 1 / Unit 5 / Troubleshooting and Support

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 Objectives
•Describe basic support
and troubleshooting
procedures
•Use websites and tools
to obtain support and
search for advice and
help Image by racorn © 123rf.com

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 Support and Troubleshooting
•Troubleshooting skills and approach
•Problem solving and diagnosis
•Causes, symptoms, and consequences
•Appreciate priorities and business needs

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 CompTIA Troubleshooting Model
1. Identify the problem (Gather information, Duplicate the problem, if possible, Question users, Identify
symptoms, Determine if anything has changed, Approach multiple problems individually)
2. Research knowledge base/Internet, if applicable
3. Establish a theory of probable cause (Question the obvious, Consider multiple approaches, Divide and
conquer)
4. Test the theory to determine the cause (Once the theory is confirmed [confirmed root cause],
determine the next steps to resolve the problem, If the theory is not confirmed, establish a new
theory or escalate)
5. Establish a plan of action to resolve the problem and identify potential effects
6. Implement the solution or escalate as necessary
7. Verify full system functionality and, if applicable, implement preventive measures
8. Document findings/lessons learned, actions and outcomes

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 Identifying the Problem
•Question users and
determine changes
•Duplicate the problem
and identify symptoms
•Approach multiple
problems individually
•Gather information and
research symptoms
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 Understanding the Problem
•Question the obvious
•Divide and conquer
•Consider multiple approaches
•Test the theory
•Escalate the problem?

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 Resolving and Documenting the Problem
• Establish a plan of action
o Repair
o Replace
o Ignore (workaround/document)

• Implement the solution

• Verify full system functionality and
implement preventive measures
• Document findings, actions, and
outcomes

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 Troubleshooting PC Issues
•Startup process
o Basic
Input Output System (BIOS)
o Power On System Test (POST)

•Check power / LEDs / sounds of activity

•Multiple beeps – check for cause
•Dark screen - check monitor controls and power
•Peripheral devices – check cables and connectors
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 Getting Support
•Manufacturer
documentation
•Online support and
driver downloads

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 Windows Help and Tips

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 Technical Support
•Contacting technical support
−Name and contact information
−Software or device you are having trouble with
−Version number (Help > About command)
−Model and serial number
−Purchase date
−Description of the problem

•Using technical community groups

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 Using a Search Engine

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 Review
Image by Wavebreak Media © 123rf.com

•Describe basic
support and
troubleshooting
procedures
•Use websites and
tools to obtain
support and search
for advice and help
91
CompTIA IT Fundamentals+