Lesson 3. General Troubleshooting Theory
| Reference Files | Chapter Test 3 (Chapter_Test_03.pdf)
General Troubleshooting Flowchart Component-isolation charts and exercises |
| Time | This lesson takes approximately 45 minutes to complete. |
| Goals | State the goals and benefits of systematic troubleshooting
Describe three things you should do throughout the troubleshooting process and the key steps you should take or consider before performing a repair Identify the steps, strategies, and potential resources for systematically troubleshooting issues and products Identify the most appropriate questions to ask a customer to help identify the cause of the issue Understand the qualities that make a repair action a quick fix Define the split-half search process and specify the recommended order for checking various issues in that process State three reasons why you should test a range of functionality when verifying a repair Identify useful information and resources you could give users after a repair has been completed Explain the proper escalation path for unsolved issues |
If you are experienced in troubleshooting and servicing computers, you may be wondering how this lesson can help you. You have your own approaches and procedures, and may not feel that the Apple troubleshooting process has anything new to offer.
Experienced technicians are very adept at recognizing symptoms that match what they have seen before and checking to confirm that the issue is the same—this goes without saying. They use their experience and intuition to determine the steps to take to resolve the issue. Such technicians are often able to address a particular situation and solve it very quickly. But when a situation is outside of their experience, they get stuck. That is when the need for a systematic approach becomes evident.
This lesson shows you how the Apple systematic approach to troubleshooting theory and component isolation can benefit you and your customers.