# Computer Support/Objectives/Hardware and Network Troubleshooting
#### 5.1 Given a scenario, apply the best practice methodology to resolve problems.

Always consider corporate policies, procedures, and impacts before implementing changes:
1. Identify the problem
* Gather information from the user, identify user changes, and, if applicable, perform backups before making changes
* Inquire regarding environmental or infrastructure changes
2. Establish a theory of probable cause (question the obvious)
* If necessary, conduct external or internal research based on symptoms
3. Test the theory to determine the cause
* Once the theory is confirmed, determine the next steps to resolve the problem
* If the theory is not confirmed, re-establish a new theory or escalate
4.Establish a plan of action to resolve the problem and implement the solution
* Refer to the vendor’s instructions for guidance
5.Verify full system functionality and, if applicable, implement preventive measures
6.Document the findings, actions, and outcomes

#### 5.2 Given a scenario, troubleshoot problems related to motherboards, RAM, CPU, and power.

* Common symptoms
** Power-on self-test (POST) beeps
** Proprietary crash screens (blue screen of death [BSOD]/pinwheel)
** Black screen
** No power
** Sluggish performance
** Overheating
** Burning smell
** Intermittent shutdown
** Application crashes
** Grinding noise
** Capacitor swelling
** Inaccurate system date/time

#### 5.3 Given a scenario, troubleshoot and diagnose problems with storage drives and RAID arrays.

* Common symptoms
** Light-emitting diode (LED) status indicators
** Grinding noises
** Clicking sounds
** Bootable device not found
** Data loss/corruption
** RAID failure
** Self-monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) failure
** Extended read/write times
** Input/output operations per second (IOPS)
** Missing drives in OS

#### 5.4 Given a scenario, troubleshoot video, projector, and display issues.

* Common symptoms
** Incorrect data source
** Physical cabling issues
** Burned-out bulb
** Fuzzy image
** Display burn-in
** Dead pixels
** Flashing screen
** Incorrect color display
** Audio issues
** Dim image
** Intermittent projector shutdown

#### 5.5 Given a scenario, troubleshoot common issues with mobile devices.

* Common symptoms
** Poor battery health
** Swollen battery
** Broken screen
** Improper charging
** Poor/no connectivity
** Liquid damage
** Overheating
** Digitizer issues
** Physically damaged ports
** Malware
** Cursor drift/touch calibration

#### 5.6 Given a scenario, troubleshoot and resolve printer issues.

* Common symptoms
** Lines down the printed pages
** Garbled print
** Toner not fusing to paper
** Paper jams
** Faded print
** Incorrect paper size
** Paper not feeding
** Multipage misfeed
** Multiple prints pending in queue
** Speckling on printed pages
** Double/echo images on the print
** Incorrect color settings
** Grinding noise
** Finishing issues
*** Staple jams
*** Hole punch
** Incorrect page orientation

#### 5.7 Given a scenario, troubleshoot problems with wired and wireless networks.

* Common symptoms
** Intermittent wireless connectivity
** Slow network speeds
** Limited connectivity
** Jitter
** Poor Voice over Internet Protocol (VoIP) quality
** Port flapping
** High latency
** External interference