After completing A+ Certification: Troubleshooting, the user should be able to:
 

	Deal with clients professionally and gather important symptom information
	Find clues to help solve system problems
	Use software diagnostics to identify problems
	Test hardware problems
	Isolate system problems and dead system causes
	Find and resolve operating system problems

Customer Service Skills
 

	Preparation
	Establishing a rapport
	Proactive service
	Professional conduct
	Organization

Initial Troubleshooting Tips
 

	Initial troubleshooting steps
	Performing a visual inspection

Software Diagnostics
 

	Using software diagnostics
	Using Microsoft Diagnostics (MSD.EXE)

Hardware Troubleshooting
 

	Internal hardware
	Special troubleshooting procedures

Tracking Down Problems
 

	Checking a dead system
	Non-classified problems
	Isolating undefined problems

Operating Systems Troubleshooting
 

	Basic troubleshooting
	Troubleshooting MS-DOS
	DOS operating problems

Windows 3.x Troubleshooting
 

	Creating a clean boot disk
	Windows 3.x setup problems
	Windows 3.x operation problems
	Reinstalling Windows 3.x
	Optimizing Windows 3.x

Problems Starting Windows 95
 

	Troubleshooting Windows 95
	Windows 95 startup problems
	Creating an Emergency Startup disk
	WIN Switches

Isolating Windows 95 Problems
 

	Windows 95 log files
	Windows 95 help files
	Using Device Manager
	The system tools

This course is distributed with:
 

	Exercises that allow users to practice creating boot disks
	A file containing the text of the exercises
	A glossary of computer maintenance, repair, and software terms