Lesson 14. Troubleshooting
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:
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. |