MTA 98-365 Win Server Admin Fundamentals

Terms in this set (141)

Answer:

1. Discover the problem.
2. Evaluate system configuration.
3. List or track possible solutions and try to isolate the problem by removing or disabling hardware or software components.
4. Execute a plan.
5. Check results.
6. Take a proactive approach.
Difficulty: Hard
Section Reference: Introducing Troubleshooting Methodology
Explanation: Microsoft Product Support Service engineers use the "detect method," which consist of the following six steps:
1. Discover the problem: Identify and document problem symptoms, and search technical information resources such as Microsoft Knowledge Base (KB) articles to determine whether the problem is a known condition.
2. Evaluate system configuration: Ask the client or customer and check the system's documentation to determine whether any hardware, software, or network changes have been made, including any new additions. Also check any available logs, including the Event Viewer.
3. List or track possible solutions and try to isolate the problem by removing or disabling hardware or software components: Consider turning on additional logging or running diagnostic programs to gather more information and test certain components.
4. Execute a plan: Test potential solutions and have a contingency plan if these solutions do not work or have a negative impact on the computer. Of course, you don't want to make the problem worse, so if possible, back up any critical system or application files.
5. Check results: If the problem is not fixed, go back to track possible solutions.
6. Take a proactive approach: Document changes that you made along the way while troubleshooting the problem. Also notify the customer or client and document internal symptoms of the problem in case it happens in the future or in case those changes that fixed the problem affect other areas.