Tech+ (Episode 11): Troubleshooting (1.4)

Whether you’re fixing a computer that won’t start, solving a Wi-Fi issue, or troubleshooting why your printer thinks it’s on vacation, this method gives you a structured approach to solve problems confidently. And yes, this is aligned with CompTIA Tech+ (FY0-U71) Exam Objective 1.4, so if you’re preparing for the exam, you’re in the right place. Grab a cup of your favorite beverage, take a deep breath, and let’s break it all down, step by step.

Why Troubleshooting Methodology Matters

So, what’s the big deal about having a troubleshooting methodology? Well, think of it like following a recipe in the kitchen. Without careful execution of the directions step-by-step, you might end up with burned cookies—or in this case, a misdiagnosed tech issue that wastes time and creates more problems (maybe even irreparable ones). Having a structured approach means you can:

1. Work systematically, so you don’t miss anything.
2. Avoid jumping to conclusions (because let’s be honest, we’ve all done that).
3. Ensure a solution actually works—and prevents the issue from coming back or causing permanent damage.

The troubleshooting process isn’t just for IT pros—it’s for anyone who works with tech. Let’s dive into the steps, and I’ll share some relatable examples to make it stick.

Six Steps to Troubleshoot

The troubleshooting methodology includes six steps. To make them easier to remember, here’s a simple mnemonic: "I Enjoy Tacos, Pizza, Veggies, and Desserts."

Each word corresponds to a step in the methodology:

• I: Identify the problem.
• E: Establish a theory of probable cause.
• T: Test the theory to determine the cause.
• P: Plan and implement the solution.
• V: Verify system functionality and prevent future issues.
• D: Document findings, actions, and outcomes.

So next time you’re troubleshooting, think of this somewhat odd meal, and work through the steps systematically.

Now let’s break down each step.

Step 1 – Identify the Problem

The first step is simple but vital: Identify the problem. You can’t solve a problem you don’t fully understand. Start by gathering as much information as you can. Ask questions like:

• What exactly is happening?
• When did it start?
• Has anything changed recently—like new software, hardware, or settings?

For example, imagine your computer keeps restarting on its own. Your first thought might be, 'Oh man, this stinks!' But instead of getting frustrated or panicking, take a closer and patient look. Maybe you notice it happens after a certain app is launched, or right after the computer gets too warm. These observations give you critical clues to move forward.

And don’t forget to use your senses here—check for error messages, unusual sounds, strange smells (like something overheating), or anything else out of the ordinary. If you overreact and skip this step, you risk chasing the wrong problem entirely.

Step 2 – Establish a Theory of Probable Cause

Next, it’s time to establish a theory of probable cause. This is where you put on your deerstalker hat and channel your inner Sherlock Holmes. Ask yourself, “What’s the most logical explanation for this issue?”

Start with the obvious—like Sherlock examining the simplest clues first. If the computer won’t turn on, is it plugged in? If the Wi-Fi is down, is the router powered on? Sometimes, solving the mystery is as simple as noticing that the footprints lead straight to an open door.

But not all problems are so straightforward. When the obvious clues don’t lead to an answer, it’s time to dig deeper into more advanced possibilities:

• Is the device powered on but still not booting? The culprit could be a faulty power supply or loose internal components—time to “inspect the crime scene” under the hood.
• If the internet connection isn’t working and the router is powered on, has the device obtained an IP address? This could hint at an issue with DHCP.
• Is the computer running slowly? Look for processes consuming too much CPU or memory, much like spotting a suspicious character lingering too long at the scene of the crime.
• Are you seeing strange error messages or glitches? These could be “fingerprints” pointing to outdated drivers, corrupted files, or even malware.

When the clues aren’t adding up, Sherlock’s best weapon is research—and so is yours. Use knowledge bases, forums, or internet searches to track down similar cases. For example:

• If your system keeps rebooting randomly, you might discover that a recent update has caused compatibility issues with your hardware.
• If you can’t access a shared network drive, you might find other users reporting issues with permission settings or network configurations.

With patience and keen observation, like Sherlock with his magnifying glass, you’ll piece together the details that turn a puzzling case into an open-and-shut mystery.

Step 3 – Test the Theory

Now comes the moment of truth: Test your theory. Once you’ve come up with a likely cause, try to confirm it by testing. This doesn’t mean overhauling your whole system—start small and logical.

For instance, if you think your computer restarts because it’s overheating, try cleaning the fans or checking the CPU temperature. If you suspect a specific app is causing the problem, uninstall it temporarily and see if the issue persists.

The key here is to avoid making drastic changes all at once. One small test at a time helps you pinpoint the real issue without introducing new problems."

And what happens if your theory doesn’t work? No worries—troubleshooting is an iterative process. Now, what does that mean? Iterative simply means you repeat steps, refining your approach each time, until you get the desired result.

Think of it like solving a puzzle: if one piece doesn’t fit, you don’t give up—you try a different piece. In troubleshooting, you go back to step 2, adjust your theory based on what you’ve learned, and test again. With each attempt, you get closer to the solution.

Here’s an important tip: the idea of iteration will come up again and again in IT. Whether it’s debugging code, configuring a network, or managing a project, you’ll often use this approach of testing, refining, and retesting to make progress. So embrace iteration—it’s all about making progress, not achieving perfection on the first try!

Step 4 – Establish a Plan and Implement the Solution

Once you’ve identified the cause, it’s time to establish a plan of action and implement the solution. This step is all about fixing the problem efficiently and safely.

Think through your approach—what tools or resources do you need? How can you minimize risks, like losing data or breaking something else? For example, if you’re reinstalling software, make sure you back up important files first. If you’re replacing a component, double-check compatibility to avoid headaches later.

Once you’ve got your plan, go for it! Make the fix and keep track of what you’re doing so you can explain it later if needed.

Step 5 – Verify and Prevent Future Issues

After implementing your solution, don’t just walk away—verify full system functionality. Make sure the issue is completely resolved, and everything else is still working as expected.

For example, if you fixed a Wi-Fi problem, test the connection on multiple devices. If you replaced a hard drive, make sure the computer boots properly and the new drive is detected.

Then, take it a step further: implement preventive measures. Ask yourself, 'How can I keep this from happening again?' Maybe that means updating drivers regularly, installing antivirus software, or educating users about best practices.

Step 6 – Document Findings

Finally, document your findings. This step often gets overlooked, but it’s one of the most critical parts of troubleshooting, especially in a professional setting.

Write down the details:

• What was the problem?
• What caused it?
• How did you fix it?
• What lessons did you learn?

This isn’t just for you—good documentation helps your team and your organization manage IT needs more efficiently. If the issue ever comes up again, anyone can use your notes to resolve it quickly without starting from scratch.

If you’re working at a Help Desk, this skill becomes even more essential. You’ll often deal with recurring issues, and clear documentation helps you and your team build a knowledge base that saves time and ensures consistent support for users. Plus, it helps track trends or larger organizational issues that might otherwise go unnoticed.

Think of documentation like leaving breadcrumbs—it’s a trail that helps you (and others) find your way back if you ever face the same problem. Over time, this habit will make you a more effective and valued IT professional.

Review Questions

Now it’s time for a quick quiz to test your knowledge! Grab a pen and paper or just follow along. These questions will help you prep for the CompTIA Tech+ Exam and reinforce what we’ve covered."

1. What is the first step in the troubleshooting methodology?
a) Document findings
b) Test the theory
c) Identify the problem*
d) Verify functionality

2. Which step involves researching knowledge bases or online forums?
a) Establish a theory of probable cause*
b) Test the theory
c) Document findings
d) Verify functionality

3. What should you do if your theory doesn’t solve the problem?
a) Skip to implementing a solution
b) Refine or revisit the theory*
c) Document the failure and move on
d) Replace all hardware

4. Why is it important to verify full system functionality after a fix?
a) To ensure the issue doesn’t reoccur*
b) To improve the system speed
c) To reset system logs
d) To check for internet connectivity

5. What is the purpose of documenting findings?
a) To report the problem to management
b) To create a record for future reference*
c) To ensure users know who solved the issue
d) To close the troubleshooting ticket

6. What is a common first step when testing a theory?
a) Make a backup
b) Perform small, controlled tests
c) Replace hardware
d) Restart the system

7. What does 'I' in the mnemonic 'I Eat Tacos, Pizza, Veggies, and Desserts' stand for?
a) Implement the solution
b) Identify the problem
c) Internet research
d) Isolate the hardware

8. What does the term 'probable cause' mean in troubleshooting?
a) The most likely reason for the issue
b) A guaranteed solution
c) A minor software update
d) A hardware failure

9. When should preventive measures be implemented?
a) After verifying the solution works
b) Before testing the theory
c) During documentation
d) Only for critical systems

10. Why is establishing a plan of action important?
a) It prevents overcomplicating the fix.
b) It ensures a systematic, safe approach.
c) It guarantees faster resolution.
d) It improves system performance.

Answers

1. Answer: c) Identify the problem
   Explanation: Troubleshooting begins with understanding the issue. This step involves gathering information from the user, observing the system, and identifying symptoms to narrow down the problem.
2. Answer: a) Establish a theory of probable cause
   Explanation: When forming a theory about the root cause of the issue, you may need to consult knowledge bases, online forums, or vendor documentation to gather evidence and support your theory.
3. Answer: b) Refine or revisit the theory
   Explanation: Troubleshooting is iterative. If your initial theory doesn’t work, you should go back, adjust your approach based on new information, and try again until you find the solution.
4. Answer: a) To ensure the issue doesn’t reoccur
   Explanation: Verifying functionality ensures that the solution has fully resolved the problem and hasn’t caused any new issues. It’s a critical step to confirm the system is working as expected.
5. Answer: b) To create a record for future reference
   Explanation: Documentation provides a detailed record of the problem, its cause, and the solution. This helps others in the team and yourself when dealing with similar issues in the future.
6. Answer: b) Perform small, controlled tests
   Explanation: Small, controlled tests allow you to safely evaluate your theory without risking larger system failures. This method minimizes disruption while isolating the root cause.
7. Answer: b) Identify the problem
   Explanation: The mnemonic helps remember the troubleshooting methodology, starting with the first step: Identify the problem. This sets the foundation for the rest of the process.
8. Answer: a) The most likely reason for the issue
   Explanation: Probable cause refers to the hypothesis that best explains the observed symptoms. It’s not a guarantee, but rather an educated guess based on the evidence.
9. Answer: a) After verifying the solution works
   Explanation: Once you’ve confirmed that the fix is successful, you should implement preventive measures to reduce the likelihood of the issue recurring.
10. Answer: b) It ensures a systematic, safe approach
    Explanation: A plan of action allows you to resolve the problem methodically, reducing the risk of creating new issues or causing damage to the system.

Closing

And there you have it—the troubleshooting methodology broken down step by step.

• Identify the problem.
• Establish a theory.
• Test your theory.
• Make a plan and implement the solution.
• Verify the fix and prevent future issues.
• And document your findings.

This structured approach works for everything from simple printer jams to complex IT systems. And the more you practice it, the more second nature it becomes."

Be sure to check out my YouTube channel (@k.richardlabbe), The K. Richard Labbe Podcast, and visit my website at krichardlabbe.com for more learning tools. You can also find me on Facebook, Instagram, and X under the name KRichardLabbe (all one word). See you next time!

Thank you so much for watching and supporting this humble project of mine. I'm grateful to have you along on this journey. Let’s keep learning together—one step at a time! And remember: It’s not too late to do something great! I’ll see you next time.

Take me to Tech+ Episode 8

Every effort has been made to ensure the accuracy and reliability of the information presented in this material. However, Labbe Media, LLC does not assume liability for any errors, omissions, or discrepancies. The content is provided for informational and educational purposes only and should not be considered professional advice. Viewers are encouraged to verify any information before making decisions or taking actions based on it.

CompTIA and all associated trademarks, including logos and images, are the property of CompTIA, Inc. The use of any CompTIA logo in these materials is in accordance with CompTIA's brand and trademark guidelines. These materials are not sponsored, endorsed, or affiliated with CompTIA, Inc., and all opinions expressed are solely my own. For more information about CompTIA, please visit www.comptia.org.