CompTIA exam study guide presentations by instructor Brian Ferrill, PACE-IT (Progressive, Accelerated Certifications for Employment in Information Technology) "Funded by the Department of Labor, Employment and Training Administration, Grant #TC-23745-12-60-A-53" Learn more about the PACE-IT Online program: www.edcc.edu/pace-it

1. Troubleshooting
theory.

2. Page 2
Instructor, PACE-IT Program – Edmonds Community College
Areas of Expertise Industry Certification
 PC Hardware
 Network Administration
 IT Project Management
 Network Design
 User Training
 IT Troubleshooting
Qualifications Summary
Education
 M.B.A., IT Management, Western Governor’s University
 B.S., IT Security, Western Governor’s University
Entrepreneur, executive leader, and proven manger
with 10+ years of experience turning complex issues
into efficient and effective solutions.
Strengths include developing and mentoring diverse
workforces, improving processes, analyzing
business needs and creating the solutions
required— with a focus on technology.

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– The importance of having a methodology.
– Six-step troubleshooting methodology.
PACE-IT.

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Troubleshooting theory.

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“My methodology is not knowing
what I am doing and making that
work for me.”
– Stone Gossard

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Due to the complexity of
modern computing systems,
the wise technician will
follow a troubleshooting
methodology.
Not having a troubleshooting methodology in place
can result in a bunch of wasted time and frustration,
not only for the technician but also for the end user.
A formal methodology gives the technician a starting
place and a logical sequence of steps to follow.
Troubleshooting theory.

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Troubleshooting theory.

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Troubleshooting theory.
The six steps of troubleshooting.
1) Identify the problem.
2) Establish a theory of probable cause.
3) Test the theory.
4) Develop the action plan and implement the plan.
5) Verify complete system functionality.
6) Document the process.

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– Identify the problem.
» Question the user.
» Remember that the symptoms are not the underlying
problem.
» Determine what has changed.
» Make a backup of the system before moving on.
– Establish a theory of probable cause.
» Make a list of probable causes.
» Using your knowledge, prioritize the list.
» Question the obvious.
• Symptom: power issue at the workstation.
• Obvious question: is the power cord plugged in?
» Escalate to a higher level if a probable cause cannot be
determined.
Troubleshooting theory.

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– Test probable cause theory to
determine actual cause.
» Create your theory from the most likely probable cause.
» If the theory is confirmed, move to the next step.
» If the theory isn’t confirmed, go back to step two or step
one (if needed).
– Establish an action plan and execute
the plan.
» Simple problems probably just need simple plans.
» Complex problems may need written out action plans.
» Escalate to a higher level if required.
Troubleshooting theory.

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– Verify full system functionality.
» If everything works – great!
• If applicable, implement preventative measures.
» If not everything works – go back to step one.
– Document the process.
» Findings, actions, and outcomes.
» Issues that need to be troubleshot may occur again.
» Gives a history of equipment and users so that problem
children become known.
Troubleshooting theory.

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Troubleshooting theory.
Gives a systematic approach to solving IT problems. Reduces wasted time
and frustration for both the technician and the end user.
Topic
The importance of having a
methodology.
Summary
Identify the problem; establish theory of probable cause; test the theory;
establish a plan of action and implement it; verify system functionality; and
document everything.
Six-step troubleshooting
methodology.

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THANK YOU!

14. This workforce solution was 100 percent funded by a $3 million grant awarded by the
U.S. Department of Labor's Employment and Training Administration. The solution was
created by the grantee and does not necessarily reflect the official position of the U.S.
Department of Labor. The Department of Labor makes no guarantees, warranties, or
assurances of any kind, express or implied, with respect to such information, including
any information on linked sites and including, but not limited to, accuracy of the
information or its completeness, timeliness, usefulness, adequacy, continued availability
or ownership. Funded by the Department of Labor, Employment and Training
Administration, Grant #TC-23745-12-60-A-53.
PACE-IT is an equal opportunity employer/program and auxiliary aids and services are
available upon request to individuals with disabilities. For those that are hearing
impaired, a video phone is available at the Services for Students with Disabilities (SSD)
office in Mountlake Terrace Hall 159. Check www.edcc.edu/ssd for office hours. Call
425.354.3113 on a video phone for more information about the PACE-IT program. For
any additional special accommodations needed, call the SSD office at 425.640.1814.
Edmonds Community College does not discriminate on the basis of race; color; religion;
national origin; sex; disability; sexual orientation; age; citizenship, marital, or veteran
status; or genetic information in its programs and activities.