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Identify the Problem

5 minutes 5 Questions

Identifying the problem is the first step in any troubleshooting process. It involves gathering information about the issue from the user or customer, as well as analyzing any error messages, logs, or symptoms that can provide valuable clues. This step is critical because the rest of the troublesho…

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Question 1

A user reports that their computer's keyboard is not responding. What is the most effective first step to identify the problem?

Correct Answer: Check if the keyboard is properly connected

The most effective first step to identify the problem with an unresponsive keyboard is to check if the keyboard is properly connected. This is the simplest and quickest troubleshooting step that can often resolve the issue immediately. Here's why this is the best approach: 1. It's non-invasive and doesn't require any system changes. 2. It can quickly rule out physical connection issues, which are common causes of keyboard problems. 3. It's a step that any user can perform safely without technical expertise. The other options are less suitable as initial steps: Running a full system scan for malware is time-consuming and unlikely to be the primary cause of a keyboard not responding. Updating keyboard drivers is a more advanced step that should only be considered after basic troubleshooting has been performed. Restarting the computer in Safe Mode is a more drastic measure that should be reserved for when simpler solutions have failed. By checking the physical connection first, you can quickly identify and potentially resolve the issue with minimal time and effort.

Question 2

A customer is complaining that their newly assembled computer is not turning on. What is the first step to identify the problem?

Correct Answer: Check if the power cable is properly connected

The correct first step is to check if the power cable is properly connected, as it's the most basic and common issue. It is not appropriate to replace any components without first verifying the connections.

Question 3

A user reports that their laptop is not charging. What should you do first to diagnose the problem?

Correct Answer: Check the power adapter and its connections

The first step when diagnosing a laptop charging issue should be to check the power adapter and its connections. This includes inspecting the AC adapter for any visible damage, ensuring it is properly plugged into a working outlet, and checking that the connection to the laptop is secure. If the adapter or cables are faulty, the laptop will not charge. Replacing the battery is premature without first confirming the power source is functioning correctly. Opening the laptop to check internal components should only be done after external power issues are ruled out, and purchasing a new laptop is unnecessary if the issue can be resolved by addressing the power adapter or connections.

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