A+ Troubleshooting Procedures

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Class Notes:
Present Yourself Well
-Groom Yourself
-Brush Your Teeth
-Shower/ Deodorant (Not too much)
-Clothes should be well kempt and clean
-Smoking Smell bothers many people
-Your Physical Condition matters
-Be Respectful and Professional. “Sir/ Mam”
Listen Well
-LISTEN!!! STOP TALKING!!!
-Ask questions, don’t “talk”
Ask the Right Questions
Stick to the Tech
-Office politics can backfire.
-You support EVERYONE
Documentation
-Always ask for documentation
-Create Documentation for what you do
Licensing
-Make sure to be able to access license keys
Work Order Systems
-Ticketing systems allow management to track productivity of technicians
Troubleshooting
-Be methodical
Wrap Up
-Fix or Provide Actionable plan
-Always ask “Is there anything else?”

[@click0280]

Just a piece of advice. This is what I learn working in IT. Please think "inside the box first" I had a lot of trouble thinking to much. One of my example is having a user "network down" moment. I immediately troubleshoot for switches, servers and changing configuration of the systems but I didn't realize I forgot to check for cables plug in. The user just push a little in port of the lan cables and all connections came back. It was my shameful moment in my career but I learn a lot in that moment. to always "inside the box first" then go outside if all else fail.

[@hipotesisbiblica4669]

OSI Model Layer 1 Phisycal - Hardware, the most obvious first.

[@alysynann]

I always end up coming back to Eli the Computer Guy to review knowledge. I love you Eli!!!! Just the best teacher in the world. Keep it going

[@OnlineComputerCoaching]

That first 39 minutes is 10x more valuable than the actual troubleshooting itself. As Eli says, you eventually pick up the technical side with training/teaching yourself. If you can communicate effectively and work on your customer service skills, that will make a massive difference in the enterprise environment. PS - Glad to have your computer vids back Eli!!

[@StevePeckatr0n]

Probably feels perky in the wallet too. Do something besides trolling all day bud.

[@curtisbehning1026]

X

[@ESFAndy011]

I love how the first 12 minutes are basically "how to troubleshoot yourself first"

[@oliviareed220]

It is kind of funny how you mention brushing your teeth and all, so I went to a career tech school for Computer Repair. I was the only girl in that class, and I will say this, those boys never hardly brushed their teeth or did their hair. So long story short, during our senior year, we had been scrambling for job interviews and getting recommendations from our teacher. So when it came time to put in names for prospective workers, she would always put in my name and one other. So the class asked one day why I always got recommended, she told them straight up it was because they were so unkept. One guy wore pajamas and I think everyone owned shower in a can (Axe) and no deodorant. So the guys began to clean up a little and they ended up getting jobs. One of the employers had told our teacher after some of the guys interviewed (this was before she told them to stop looking like trash every day), he told the teacher that the reason he was not hiring anyone is because they were not ready for the workforce, he was not going to let his customers see his employees like that. A little effort goes a long way, and even if you can't fix a computer worth your life, but youi look good and have manners, they will love you either way.

[@nygamery]

Eli, you sound like my mother. Thank God I listened to her. Thanks for the advice that I've been told since I was a child.

[@stevebrody2807]

You are a good egg, Eli! You have helped me a lot with the videos, even though I have been in tech for over 30 years, I always learn something new from you, or you remind me of stuff that was long forgotten. So thanks again for what you do!

[@StevePeckatr0n]

Hey Eli! Currently sitting in my overpriced A+ certification class hating life watching ur vids :) lol good info man

[@rob-karenkennedy-parker3166]

Steve Peck just self study man.

[@caseclosed1160]

Steve Peck Your comment killed me 🤣

[@pabloa1312]

Oh steve, you have made my day XD

[@jordansam]

@Steve Peck, I recommend self study only

[@Littletinyhair]

I did HVAC Troubleshooting for a while, but now I'm interested in IT and it's hysterical hearing you talk about troubleshooting and not talking about computers and because you're 100% correct. Troubleshooting is also about creating a good experience for the person who is having the issue because most of the time, they are already in a pissy mood when you go to help. This was a great refresher course. Can't wait to see what else you have in store

[@davidgable2418]

1st time ever commenting on a video however long time viewer. Been working tech support 10 years. This is the realist video I have ever seen. Don't know if this is troll but I'm excited for you to bring back your classes for the new school. Keep it up.

[@alittax]

Great tips! One thing I'd add is that if you're working with users face-to-face and they want you to fix something, you can open a ticket in the work order system (aka ticketing tool) on their behalf and log everything yourself. Assuming you have those privileges: if you don't, you should ask for them. I think your boss would be happy to accommodate you. That would not only increase their customer satisfaction, but also leave a record of your work.

[@tisaghchase]

So glad to see you back at it. Keep it up. Your videos have helped me ace so many courses back in the day.

[@keiths878]

Great video. Most A + videos talk about the mechanics of achieving the cert and not about actually doing the job. Very informative, thank you

[@jimflagg4009]

Step 1, check the power cable. You are so right about the listening problem. The users are giving you the symptoms and what they did prior to the problem which can save you a lot of time. Oh you installed something. Or you did a Windows update. Event the weather outside might help if there was a thunder storm.

[@franc587]

SO true about how these "kids" or "new generation" perceives as what is respectful, organized, clean, intelligent, etc. But great advise to the "new" geeks Mr Eli. excellent

[@kongwujie2653]

Thanks for theses videos ELI please keep them coming. There are some of us that are getting alot of good info and tips and really appreciate it. Thanks! Looking forward to more videos and inside knowledge you provide.

[@franciscoescobar1674]

Excellent! This video is a must for any tech support person

[@KalishAlexander]

What I usually do is I ask the client to show what he's trying to do and see the failure that the client is talking about.

[@willman831]

That's a great idea actually, I'm gonna add that to my toolkit. Thanks for sharing!

[@KalishAlexander]

You're welcome, I thought it's an obvious thing, but I've mentioned it because Eli hasn't...

[@JJFlores197]

I know this a few years old, but I couldn't agree more. I worked as an IT intern at a local dried fruit company a few years ago. I always preferred to go over to a user's office/area to see the problem in person. Like you said, that way I can understand what the problem is and not rely on the user's description which may unintentionally not be accurate. I have no problem with users not understanding computers, but sometimes they may not explain the problem well which can make it very difficult to troubleshoot and/or fix over the phone or through a remote control software.

[@DeWaynesArtDreams]

I had a friend at church who asked me to help them with their computer at home because they couldn't get into their email or something. It's been a long time ago so I don't remember all the troubleshooting I had to go through. But I finally figured out that they couldn't even get on the internet. They were using DSL I believe and I had to call the company and they had to reconfigure something on their end.

[@willman831]

Hey great video Eli! Thank you so much for taking time to share your knowledge and experience! I appreciate you helping me become a more skilled and experienced IT professional. Very good information here, especially the "non-technical" tips regarding communication and presentation; I can see the importance of gaining the trust of clients/end users, and presenting yourself in such a way that inspires confidence in your work. Thanks again Eli; and know that many of us greatly appreciate the knowledge and experience you share, and that by doing so you better the IT field in general.

[@LongIsTheTime]

Good stuff. A lot this advice is applicable outside of IT. Good customer service is the key to most business.

[@davepidgeon4687]

Very good and honest info for newer techs to remember.

[@anadragos8340]

Yes! This part is the most important is having those soft skills and asking those probing questions.😃

[@NamastayGangstaArt]

Eli tells it how it is. Tough love

[@enriquegabriel7708]

Muy buen video. Las habilidades técnicas son buenas, pero las habilidades de comunicación y presentación interpersonal son aun más efectivas. Gracias Eli!

[@shanemckinney9922]

Hey Eli please do an ITIL course? Much love

[@FourthRaikage87]

Valuable intel my teacher never bothered to inform us about, especially about ticketing and licensing.

[@megasoniczxx]

Kind of surprised you even need to point out the whole hygiene thing. Being presentable to a job/interview was one of the things they told us back in high school and I find it sad that it needs to be pointed out.

[@jimflagg4009]

Volume License Keys (VLKs) will save your but. When you can pay the extra for VLKs. Makes it so much easier to re-image a computer. Also stick with like hardware so you do not need to deal with drivers and multiple images.

[@anthonysweeney3659]

Is the diet and exercise stuff on the 1001 or 1002? Toothpaste specifications I need to know? I think I will set up a homelab in my bathroom to really get this material in my head

[@Skinlessm]

10/10 Great advice. I enjoyed watching this

[@LogicPTK]

Bloody brilliant explanation of priorities! !!

[@ButthurtNinja]

I just got my A+ and I feel like it's useless

[@RyanJardina]

I have it too, and it useless even for toilet paper

[@papatorr3669]

You can lead a horse to water, but you can't make him drink.

[@ken-14san94]

By itself yes it's useless need to get more like n+ and ccna

[@Bonnycool1]

Hello Eli you are such a great tech guy. I have learn a lot from you.

[@guineapigofdoom]

Thanks for making these videos. Quality advice.

[@breezyamar]

Hi Eli, thanks for the course. I really want to get into this line of work but feel very conflicted after watching your 'IT is dead' video. I don't want to spend time learning something that will not be useful in the long run. Please can you shed some light on this. Many thanks

[@2004helloWorld]

this video is underrated

[@rob-karenkennedy-parker3166]

Got a couple nuggets out of this. Thanks Eli.

[@chewbacag914]

Real world experience speaking. We'll covered! Good video!

[@hunterg8384]

2 people weren't on the varsity team in high school

[@rvalasini9938]

:) :) :) Too Good. Start with the Basics.

[@navekeinan]

Eli you are the best !!!

[@crusty21]

Most of the time the problem will be something that is out of your control. The internet is too slow, my computer freezes often, my printer jams a lot....( All these things are perfectly normal )...Just get your pocket screw driver out and say the magic words ..." Don't worry, I'll take care of it"...Reboot the PC, or what ever and tell them it's fixed. The placebo fix is your mightiest tool.

[@youngmo77]

...

[@zak00101]

You dont know Eli how many times I tried to convince It people (I am but Im one of these kind of bridge people) to groom and increase their social skills. But even when there are scientific papers about it they dont believe that It people naturally tend to block social part of the brain because both parts (logic/social) are mutual exclusive at the same time.

[@FlemZ2322]

Great video Sir!!

[@dannylopez8734]

Awesome Video Eli

[@rcolon85]

Awesome Eli!

[@zacharytaylor3018]

26:40 is great.

[@GobnomzCerda]

Good work man

[@ceylongrandgems4966]

Good job

[@xavicortez369]

The A+ cert is useless. In the real world an employer will actually hire someone with work experience over someone with just an A+. So goes the endless newby IT guy paradox: But how can I acquire any experience if no one wants to hire me? Better off to keep studying and go for your Network + or even an CCNA.

[@carsonjamesiv2512]

Yeah, A+!!!

[@RigzoTV]

What is the headphone you using?

[@elithecomputerguy]

audio-technica BPHS1 plugged into an Apogee Duet...

[@donniehdea9281]

Pretty sure the software “jellybean” can locate installed licence keys

[@rajughorai3909]

Great

[@Andrea-lf3jq]

I guess I'm 15 then :)

[@FelicitaHolder]

Not whining. .. just an advice. .. I spent an hour listening to your video and didn't learn anything today... if I'm subscribed is because I usually like them and they are usually helpful, but not this one, if your reaction is going to be like that, then thank you for showing me the door...

[@gradyshmalady8284]

Felicita Holder lol, don't let it hit you on the way out.

[@pacificwoods9]

WTH, this is more like customer service than technical troubleshooting:)

[@FelicitaHolder]

Too much talking. .. when are you going to say anything about troubleshooting techniques?

[@elithecomputerguy]

... you're whining about free education... Doors over there bucko --->>> Folks like you are why I've come to hate KZbin...

[@willman831]

Communicating with the client/end-user is a major part of troubleshooting, and learning to do so properly can make troubleshooting go much faster and easier, aside from it demonstrating your level of professionalism and inspiring confidence in your work.

[@blightfrog]

Oh eli.. what happened to you? Your videos are becoming more and more unprofessional. I’m a huge fan of your channel. Watched most of ur videos. I know A+ is elementary but i was looking to rediscover some new knowledge from you. But instead of learning the technical stuff of A+, i get to hear you going on and on about things that isn’t A+ at all for 30mins. I do appreciate what u share, what you say are true and accurate, but wouldn’t it be better if it is on a separate subject? Look at your highest view vids. Short and sharp to the point, to people who require immediate knowledge of the subject. Nobody is going to sit thru 30mins, watching u talk and talk, when their searches are A+. Come on eli, i hope u can edit/do a separate subject on work ethics, instead of lumping it into A+. And i”ll be eager to hear them out too.

[@elithecomputerguy]

... I lost my mind... Door -->

[@blightfrog]

Eli the Computer Guy Come on.. i know there are tons of haters. I’m not one of them. I appreciate all your time and hard work. But i think a person of ur knowledge can do much better, if u keep the professionalism and stop the whining about how f up youtube is. Keep doing proper training videos and network urself with enterprise vendors. Soon, they would be sponsoring your videos with their ads. Ruckus, fortigate, Microsoft.. I know you are tired. Keep the fighting spirit up. Be positive and motivated. Edison failed 10,000 times, u are already at 8,000, don’t give up.

[@blightfrog]

Check out the younger kids on the block, like linus tech tips, UFD. Work towards replicating their success. What’s good in their video? The high energy? Does sitting down makes u look sloppy? In terms of technical skills, I’m certain u are above them. But in terms of marketing urself, getting sponsors, u really gotta make some changes. How about a shave to freshen up urself? I know it’s damn convenient to use that headphones, but is that how u wanna market urself professionally, to professional viewers? Come on eli.. i wish u can do better and i pray for u to succeed.

[@elithecomputerguy]

"like linus tech tips,".... HA... HA... HA... what you want my vids to be half an ad? Or maybe I should review smartphones and wax lyrically about the size of their bezel..? I'm doing what I'm doing... if you want to watch, "cool"... if not, "cool"...

[@666unknowndevil666]

First of all, the A+ does cover professionalism and communication skills (section 5.4). And personally, I was relieved when Eli said he wasn't doing a thorough course, rather teaching the skills he would want as an employer. There's plenty of courses and video series on the A+ already, so it's nice to see the material from a practical perspective rather than an academic one.