Lesson 14. Troubleshooting
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Time
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This lesson takes approximately 1 hour to
complete.
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Goals
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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
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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.
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