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Troubleshooting Techniques


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Covers some of the most common techniques used for troubleshooting in an informative, and easy to understand manner.

Published in: Technology, Health & Medicine
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Troubleshooting Techniques

  1. 1. Appreciation<br />
  2. 2. Appreciation Examples<br />Initial Issue: No Sound When in a Class<br />List Possible Causes/Outcomes:<br /><ul><li> Sound Card Isn’t Working
  3. 3. Speakers are Turned Down/Muted
  4. 4. Speakers are Turned Off
  5. 5. Speakers are Disconnected
  6. 6. Sound Driver is Incorrectly Installed
  7. 7. System is Too Hot
  8. 8. System is Frozen</li></ul>Compound Understanding: Pick an outcome to consider. Let’s use: ‘System is Too Hot’.<br />Using our understanding of this condition, what makes us think that it can cause the problem of ‘No Sound?’. Well, hot systems tend to cause issues to multimedia components, which in turn causes them to fail.<br />Refocus Understanding: Is the above conclusion what is happening to the client? Has the client reported that their system has lost sound before like this?<br />Exclude Results: If the above condition doesn’t work well with the client’s answer. I.E. if they say no, it has never happened before, then we can exclude the result as a possible cause.<br />Go back and Consider the other causes we listed.<br />
  9. 9. 5 Whys<br />
  10. 10. 5 Whys Examples<br />Ask the Initial Question: Why does the computer freeze or lag?<br />Answer the Initial Question:<br /><ul><li> Because the system is too Hot, or the system is overheating and lagging.</li></ul>Ask the Second Question: <br /><ul><li> Why is the system overheating and lagging?</li></ul>Answer the Second Question:<br /><ul><li> Because the laptop is sitting on a flat surface without any air flow under it, and the room conditions are hotter than average.</li></ul>Ask the Third Question:<br /><ul><li> Why is the laptop sitting in this condition and hot room?</li></ul>Answer the Third Question:<br /><ul><li> Because the client has no other place, at the moment, to put the laptop.</li></ul>Ask the Fourth Question:<br /><ul><li> Why does the client have no other place to put the laptop?</li></ul>Answer the Fourth Question:<br /><ul><li> Because they are currently sitting in their living room, instead of on a table or desk.</li></ul>Ask the Fifth and Final Question:<br /><ul><li> Why are they currently sitting in their living room, instead of at a table or desk?</li></ul>Answer the Final Question to Come up with the Conclusion:<br /><ul><li> Because the client doesn’t wish to move. Thus, the computer is overheating, causing the system to lag, and not respond to user input. Resolution is to move to a flat surface, or to a table or desk.</li></li></ul><li>Cause and Effect<br />