WEBVTT 1 00:00:00.330 --> 00:00:02.160 In this lesson, we're going to talk about 2 00:00:02.160 --> 00:00:04.770 the CompTIA troubleshooting methodology. 3 00:00:04.770 --> 00:00:06.870 As a technician, you're often going to be asked 4 00:00:06.870 --> 00:00:08.910 to help find the root cause of an issue 5 00:00:08.910 --> 00:00:11.220 or at the very least, find a workaround 6 00:00:11.220 --> 00:00:12.990 to get the end user back up and running 7 00:00:12.990 --> 00:00:14.730 as quickly as possible. 8 00:00:14.730 --> 00:00:15.870 When you're troubleshooting, 9 00:00:15.870 --> 00:00:17.010 it's important that you follow 10 00:00:17.010 --> 00:00:19.470 a systematic and repeatable methodology 11 00:00:19.470 --> 00:00:21.930 so that any other technician can take over for you 12 00:00:21.930 --> 00:00:23.310 during that troubleshooting 13 00:00:23.310 --> 00:00:25.410 and know exactly what you've done so far 14 00:00:25.410 --> 00:00:27.120 and what they should try next. 15 00:00:27.120 --> 00:00:30.360 After all, you don't want to be stuck working 24 hours a day 16 00:00:30.360 --> 00:00:31.470 seven days a week 17 00:00:31.470 --> 00:00:33.990 because you're the only person who knows what you've done 18 00:00:33.990 --> 00:00:36.630 and what you plan to do when something goes wrong. 19 00:00:36.630 --> 00:00:38.160 So to help with this 20 00:00:38.160 --> 00:00:41.490 CompTIA provides a six-step troubleshooting methodology 21 00:00:41.490 --> 00:00:43.860 which we're going to discuss in this lesson. 22 00:00:43.860 --> 00:00:45.600 Now, this methodology was developed 23 00:00:45.600 --> 00:00:47.970 by observing and recording the best practices 24 00:00:47.970 --> 00:00:49.770 used by experts in the field. 25 00:00:49.770 --> 00:00:51.900 So as you begin your career as a new technician 26 00:00:51.900 --> 00:00:54.120 it is a great place to start. 27 00:00:54.120 --> 00:00:57.630 Now for the exam, you are expected to know these six steps 28 00:00:57.630 --> 00:00:59.430 of the troubleshooting methodology 29 00:00:59.430 --> 00:01:01.380 because they're going to ask you questions about it 30 00:01:01.380 --> 00:01:03.817 such as, "You just completed step five, 31 00:01:03.817 --> 00:01:05.250 "what should you do next?" 32 00:01:05.250 --> 00:01:07.020 And you're going to have to select the wording 33 00:01:07.020 --> 00:01:09.990 that reflects what you would do in step six. 34 00:01:09.990 --> 00:01:11.490 Now, as a quick side note, 35 00:01:11.490 --> 00:01:13.530 if you're already working as a technician, 36 00:01:13.530 --> 00:01:15.840 you probably have your own process or methodology 37 00:01:15.840 --> 00:01:17.370 that you like to use. 38 00:01:17.370 --> 00:01:20.370 Now for the exam, I want you to forget your method 39 00:01:20.370 --> 00:01:23.370 and always use the CompTIA six-step methodology 40 00:01:23.370 --> 00:01:25.500 because that is what you're being tested on 41 00:01:25.500 --> 00:01:28.320 and that's what the exam writers wrote the questions around. 42 00:01:28.320 --> 00:01:30.210 Do not fight the exam here. 43 00:01:30.210 --> 00:01:32.460 Memorize the six steps of this methodology 44 00:01:32.460 --> 00:01:35.130 and use it to answer the questions on test day. 45 00:01:35.130 --> 00:01:36.000 After test day, 46 00:01:36.000 --> 00:01:38.880 if you want to go back to your own methodology, that's fine. 47 00:01:38.880 --> 00:01:42.210 But for the test, you need to know these six steps. 48 00:01:42.210 --> 00:01:43.920 I don't tell you to memorize a lot of things 49 00:01:43.920 --> 00:01:46.740 but I'm telling you, memorize these six steps. 50 00:01:46.740 --> 00:01:48.540 All right, with that being said, 51 00:01:48.540 --> 00:01:50.460 let's quickly go over the six steps 52 00:01:50.460 --> 00:01:52.980 of the CompTIA troubleshooting methodology. 53 00:01:52.980 --> 00:01:55.410 First, identify the problem. 54 00:01:55.410 --> 00:01:57.420 When you attempt to identify the problem 55 00:01:57.420 --> 00:01:59.490 you should gather information from the user, 56 00:01:59.490 --> 00:02:00.900 identify user changes, 57 00:02:00.900 --> 00:02:03.150 and, if applicable, perform backups 58 00:02:03.150 --> 00:02:05.280 before you make any kind of changes. 59 00:02:05.280 --> 00:02:07.590 You should also ask if there's been any environmental 60 00:02:07.590 --> 00:02:09.480 or infrastructure changes recently 61 00:02:09.480 --> 00:02:12.090 because those could also affect the system too. 62 00:02:12.090 --> 00:02:15.570 Second, establish a theory of probable cause. 63 00:02:15.570 --> 00:02:18.240 I like to call this questioning the obvious. 64 00:02:18.240 --> 00:02:20.550 When you establish a theory of probable cause 65 00:02:20.550 --> 00:02:22.290 you should immediately question anything 66 00:02:22.290 --> 00:02:24.510 that is obvious and easy to check. 67 00:02:24.510 --> 00:02:27.030 For example, if the system won't power on, 68 00:02:27.030 --> 00:02:28.650 you should probably check that the workstation 69 00:02:28.650 --> 00:02:31.170 is actually plugged into the wall outlet properly 70 00:02:31.170 --> 00:02:33.840 and that the wall outlet actually has power. 71 00:02:33.840 --> 00:02:36.570 As you attempt to establish a theory of probable cause 72 00:02:36.570 --> 00:02:39.750 you may also need to conduct external or internal research 73 00:02:39.750 --> 00:02:41.970 based on the symptoms that are being displayed. 74 00:02:41.970 --> 00:02:44.730 One of my favorite troubleshooting tools is Google 75 00:02:44.730 --> 00:02:46.657 because you can simply enter a search like, 76 00:02:46.657 --> 00:02:49.380 "Why won't my Windows 11 laptop boot up?" 77 00:02:49.380 --> 00:02:51.840 And you'll find a bunch of possible reasons for that. 78 00:02:51.840 --> 00:02:54.270 Remember, the better your search phrase is, 79 00:02:54.270 --> 00:02:56.130 the better your results are going to be. 80 00:02:56.130 --> 00:02:58.320 If you get an error code, Google it, 81 00:02:58.320 --> 00:03:00.450 and you're probably going to find the answer pretty quickly 82 00:03:00.450 --> 00:03:01.920 on how to solve it. 83 00:03:01.920 --> 00:03:04.950 Third, test the theory to determine the cause. 84 00:03:04.950 --> 00:03:08.160 So, back in step two, we established our theory. 85 00:03:08.160 --> 00:03:11.370 Now in step three, it's time to test that theory. 86 00:03:11.370 --> 00:03:14.310 Let's use the example of the computer that wouldn't turn on. 87 00:03:14.310 --> 00:03:16.530 Maybe you suspected the outlet was faulty. 88 00:03:16.530 --> 00:03:18.150 Now the easiest way to test this 89 00:03:18.150 --> 00:03:20.490 is to plug your computer into another outlet 90 00:03:20.490 --> 00:03:21.960 and try to power it on. 91 00:03:21.960 --> 00:03:24.360 If the computer powers on, then guess what, 92 00:03:24.360 --> 00:03:26.520 you know the outlet was the problem. 93 00:03:26.520 --> 00:03:29.340 Once that theory is confirmed, then you need to determine 94 00:03:29.340 --> 00:03:31.680 the next steps to resolve that problem. 95 00:03:31.680 --> 00:03:34.020 In the case of a power outlet that's not working, 96 00:03:34.020 --> 00:03:36.300 that might mean that you need to replace the power outlet 97 00:03:36.300 --> 00:03:39.210 or put in a work order for an electrician to come out 98 00:03:39.210 --> 00:03:40.920 and then replace that outlet for you 99 00:03:40.920 --> 00:03:44.130 depending on your skill level and the company policies. 100 00:03:44.130 --> 00:03:46.260 Now if the theory is not confirmed 101 00:03:46.260 --> 00:03:48.540 then we need to reestablish a new theory 102 00:03:48.540 --> 00:03:50.640 by guessing what else could be the problem, 103 00:03:50.640 --> 00:03:52.260 or, if you're truly stuck, 104 00:03:52.260 --> 00:03:53.940 then you could escalate that problem 105 00:03:53.940 --> 00:03:55.740 to the next higher tier of support 106 00:03:55.740 --> 00:03:59.100 line:15% such as a coworker or the field services technicians. 107 00:03:59.100 --> 00:04:02.220 line:15% Fourth, establish a plan of action to resolve the problem 108 00:04:02.220 --> 00:04:03.990 line:15% and implement the solution. 109 00:04:03.990 --> 00:04:05.610 line:15% So now that we've confirmed our theory 110 00:04:05.610 --> 00:04:07.290 line:15% and we know what we need to fix, 111 00:04:07.290 --> 00:04:09.330 line:15% we're going to now fix the system. 112 00:04:09.330 --> 00:04:11.430 line:15% Going back to the power outlet example, 113 00:04:11.430 --> 00:04:13.950 line:15% our plan of action is to replace the outlet. 114 00:04:13.950 --> 00:04:15.510 The solution to implement that 115 00:04:15.510 --> 00:04:17.100 is to buy and replace the outlet 116 00:04:17.100 --> 00:04:18.540 or put in a work order 117 00:04:18.540 --> 00:04:21.330 so a professional electrician can replace it for us. 118 00:04:21.330 --> 00:04:23.670 Now also, if you're working on a computer system, 119 00:04:23.670 --> 00:04:25.410 remember, it's always a good idea 120 00:04:25.410 --> 00:04:28.080 to refer to the manufacturer or vendor's instructions 121 00:04:28.080 --> 00:04:30.690 for repairing or replacing its components. 122 00:04:30.690 --> 00:04:33.480 Fifth, verify full system functionality 123 00:04:33.480 --> 00:04:37.260 and, if applicable, implement preventative measures. 124 00:04:37.260 --> 00:04:39.690 Now at this point, you figured out the issue, 125 00:04:39.690 --> 00:04:40.950 you've implemented the solution, 126 00:04:40.950 --> 00:04:43.290 and hopefully you've solved this issue. 127 00:04:43.290 --> 00:04:45.150 But to verify that 128 00:04:45.150 --> 00:04:46.440 you need to check the system 129 00:04:46.440 --> 00:04:49.080 and verify the system is fully functional. 130 00:04:49.080 --> 00:04:52.110 Also, if the issue is one that could have been prevented, 131 00:04:52.110 --> 00:04:55.020 now is a good time to implement preventative measures. 132 00:04:55.020 --> 00:04:57.450 For example, if an employee spilled their coffee 133 00:04:57.450 --> 00:04:58.410 on their laptop 134 00:04:58.410 --> 00:05:00.360 and this short circuited their keyboard, 135 00:05:00.360 --> 00:05:02.400 you might implement a preventative measure 136 00:05:02.400 --> 00:05:05.520 by having the company issue a memo to all of the employees 137 00:05:05.520 --> 00:05:07.860 that says you can only drink if you're using a cup 138 00:05:07.860 --> 00:05:09.180 that has a covered lid 139 00:05:09.180 --> 00:05:12.270 when you're using a company provided laptop or workstation 140 00:05:12.270 --> 00:05:15.000 because this prevents inadvertent spills. 141 00:05:15.000 --> 00:05:18.600 Sixth, document the findings, actions, and outcome. 142 00:05:18.600 --> 00:05:20.280 Now that all the work is done, 143 00:05:20.280 --> 00:05:22.890 we want to take a moment to document what was wrong, 144 00:05:22.890 --> 00:05:24.210 what we did to solve it, 145 00:05:24.210 --> 00:05:26.190 and what the final outcome was. 146 00:05:26.190 --> 00:05:27.540 So, let's go back 147 00:05:27.540 --> 00:05:30.030 to the spilled coffee on the laptop example. 148 00:05:30.030 --> 00:05:31.920 You might go to the trouble ticket system 149 00:05:31.920 --> 00:05:34.507 and document the findings and actions as, 150 00:05:34.507 --> 00:05:37.177 "The user's laptop keyboard was not responsive. 151 00:05:37.177 --> 00:05:38.677 "Upon visual inspection, 152 00:05:38.677 --> 00:05:41.197 "the keyboard appeared to be sticky and damaged. 153 00:05:41.197 --> 00:05:44.347 "When I opened up the laptop, I saw residual brown liquid 154 00:05:44.347 --> 00:05:45.997 "suspected to be coffee. 155 00:05:45.997 --> 00:05:47.677 "I removed the internal keyboard, 156 00:05:47.677 --> 00:05:49.147 "dried the laptop overnight, 157 00:05:49.147 --> 00:05:51.697 "installed a new keyboard, and retested the system 158 00:05:51.697 --> 00:05:54.330 "to verify everything was functional again." 159 00:05:54.330 --> 00:05:57.487 Now, under the outcome in the ticket, you could then enter, 160 00:05:57.487 --> 00:06:00.367 "End user laptop has been fully restored to service 161 00:06:00.367 --> 00:06:02.437 "after replacing the internal keyboard. 162 00:06:02.437 --> 00:06:04.777 "The end user was advised to be careful with liquids 163 00:06:04.777 --> 00:06:06.277 "around company equipment 164 00:06:06.277 --> 00:06:07.110 "and to use a lid 165 00:06:07.110 --> 00:06:09.660 "when drinking near any electronic equipment." 166 00:06:09.660 --> 00:06:12.000 Hopefully this short video gave you a good idea 167 00:06:12.000 --> 00:06:14.790 of how to use the six-step troubleshooting methodology 168 00:06:14.790 --> 00:06:17.700 to resolve problems that you come across as a technician. 169 00:06:17.700 --> 00:06:20.100 We're going to revisit this troubleshooting methodology 170 00:06:20.100 --> 00:06:22.110 in more depth later on in the course 171 00:06:22.110 --> 00:06:23.640 as we enter domain five, 172 00:06:23.640 --> 00:06:25.940 hardware and network troubleshooting, as well.