What are two valid steps in the six step troubleshooting method discussed in this chapter?boot to Safe Modeestablish a theorydocument outcomesreinstall Windows
  • establish a theorydocument outcomes
  • establish your prioritiesbecome a researchermake no assumptions
  • msconfigtaskmgr.exe
  • use the Run as administrator shortcut menu option
What are some useful rules to use when troubleshooting? (Choose all that apply).establish your prioritiesbecome a researchernever suspect the usermake no assumptions
  • allow the customer to vent for a while and apologize as necessary
  • establish your prioritiesbecome a researchermake no assumptions
  • if you changed anything since the last boot, reboot one more time
  • consider data corruptionapplication settings may be wrongapplication may be corrupted
When attempting to solve application errors, what does the first step involve? (Choose all that apply.)-interview the user and back up data-ask the user to reproduce the problem while you watch-try a reboot-check the Action Center
  • before proceeding with the call, tell the customer to put someone else on the line
  • interview the user and back up dataask the user to reproduce the problem while you watchtry a reboot
  • consider data corruptionapplication settings may be wrongapplication may be corrupted
  • establish your prioritiesbecome a researchermake no assumptions
What two tools can be used to disable a service and to give a list of all currently running services, respectively?compmgmt.mscregsvr32.exemsconfigtaskmgr.exe
  • establish your prioritiesbecome a researchermake no assumptions
  • oscilloscope
  • msconfigtaskmgr.exe
  • msconfig.exe
You should take ownership of a customer's problem as if it is your own problem.True or False
  • True
  • False
What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process? (Choose all that apply.)back ups may be badconsider data corruptionapplication settings may be wrongapplication may be corrupted
  • interview the user and back up dataask the user to reproduce the problem while you watchtry a reboot
  • establish your prioritiesbecome a researchermake no assumptions
  • msconfigtaskmgr.exe
  • consider data corruptionapplication settings may be wrongapplication may be corrupted
Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.True or False
  • True
  • False
Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.True or False
  • True
  • False
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