Practical Task: Troubleshooting Methodology (Module 1)

A user reports:

“My computer is on, but I cannot hear any sound when I play a video.”

Instructions

Using the Module 1 troubleshooting methodology, answer the following questions in full sentences. Keep your answers simple, clear, and user-friendly.

Steps to Follow (Module 1 Level)

1. Identify the Problem (8 Marks)

• State the problem in your own words
• List 3 simple questions you would ask the user
• Mention 2 basic checks you would perform

---

2. Establish a Theory of Probable Cause (8 Marks)

• Provide at least 3 possible basic causes, such as:
  • Volume muted
  • Speakers not connected
  • Wrong audio output selected

---

3. Test the Theory (8 Marks)

• Explain how you would check each cause using simple steps
  (Example: Check volume icon, test speakers, restart computer)

---

4. Establish a Plan of Action (8 Marks)

• Choose the most likely cause
• Explain your simple plan to fix it

---

5. Implement the Solution (8 Marks)

• Describe the basic steps you would take
  (No advanced tools — only basic system actions)

---

6. Verify Functionality & Provide Feedback (10 Marks)

• Explain how you will confirm the problem is fixed
• Describe how you would communicate with the user:
  • Be polite
  • Use simple language
  • Ask if they are satisfied