Title: Explain the troubleshooting theory.
Course: Cybersecurity Systems Technology (10109-III) > Section: Troubleshooting Hardware and Networking

Explanation should include always considering corporate policies, procedures, and effects before implementing changes. Explanation should also include the steps of the CompTIA troubleshooting theory:

1. Identify the problem. (Question the user and identify user changes to the computer and perform backups before making 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.
a. Once a theory is confirmed, determine the next steps to resolve the problem.
b. If a theory is not confirmed, re-establish a new theory or escalate the problem.

4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and, if applicable, implement preventive measures.
6. Document findings, actions, and outcomes.

Process/Skill Questions:

- Why is the troubleshooting theory important?
- Why is it imperative to consider corporate policies, procedures, and impacts before implementing changes?
- What steps are included in CompTIA’s troubleshooting theory?