Lesson14.Troubleshooting


Lesson 14. Troubleshooting

Time

This lesson takes approximately 1 hour to complete.

Goals

Gather information about a computer problem and verify the problem

Use online tools such as Knowledge Base and Apple Help to research a problem and its possible solution

Use the Apple General Troubleshooting Flowchart to trouble shoot Mac OS X problems

Describe the difference between quick fixes and other types of fixes

Troubleshoot top Mac OS X issues

Perform a Knowledge Base search to identify known issues with a given system


In this lesson, you'll learn about the troubleshooting process and see how the process can be applied to real-world situations you might encounter using Mac OS X.

There are two goals in troubleshooting: fix the problem properly, and fix it quickly.

To fix a problem properly, you must:

  • Follow systematic troubleshooting procedures

  • Use up-to-date references and tools

  • Not create new problems

Another element in proper problem resolution is documenting your work. If you are in a shared support environment, or if you rely on outside contractors, documenting your fix for a particular problem is a very effective way to ensure that your team does not have to start from scratch every time they approach a problem. Each organization prioritizes documentation differently, but as a technician, if you take some time to organize and review your notes, you will be able to make them a useful part of your toolbox.

Using appropriate troubleshooting procedures will help you fix problems quickly. You should be sure to complete the troubleshooting steps that are applicable to the problem. (A quick fix does not necessarily mean a shortcut.) Time is an asset, so you must be complete and efficient, without rushing things in a way that might result in careless or sloppy work. It is easy to introduce problems by rushing your work.




Apple Training Series Mac OS X Support Essentials
Apple Training Series: Mac OS X Support Essentials v10.6: A Guide to Supporting and Troubleshooting Mac OS X v10.6 Snow Leopard
ISBN: 0321635345
EAN: 2147483647
Year: 2003
Pages: 233

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