title
Troubleshooting Methodology

description
50 Minutes Synopsis: This class teaches students the mindset and processes required to professionally troubleshoot computer systems. Every new technician should fully understand the troubleshooting procedure. Prerequisites: None This class talks about: Assessing a System Problem Researching and Planning Solutions Breaking a problem Into Pieces Communication Skills

detail
{'title': 'Troubleshooting Methodology', 'heatmap': [{'end': 894.811, 'start': 855.484, 'weight': 0.832}, {'end': 1534.268, 'start': 1497.27, 'weight': 1}, {'end': 2296.069, 'start': 2259.657, 'weight': 0.745}], 'summary': 'Covers troubleshooting it systems, problem-solving techniques, communication, efficient troubleshooting processes, technology issues, and reporting. it emphasizes the importance of careful approach, effective communication, and the critical role of troubleshooting and communication skills in the field.', 'chapters': [{'end': 270.43, 'segs': [{'end': 43.952, 'src': 'embed', 'start': 3.12, 'weight': 0, 'content': [{'end': 4.021, 'text': "I don't know what to tell you.", 'start': 3.12, 'duration': 0.901}, {'end': 6.884, 'text': "To be honest with you, I'm at a bit of a loss.", 'start': 4.041, 'duration': 2.843}, {'end': 11.928, 'text': "Your employees can't get into their web server and I don't know why.", 'start': 6.964, 'duration': 4.964}, {'end': 13.769, 'text': 'I mean, I know your business is shut down.', 'start': 11.948, 'duration': 1.821}, {'end': 18.032, 'text': "I know your employees can't do what they need to do until they can get back into that web server.", 'start': 13.789, 'duration': 4.243}, {'end': 20.754, 'text': "But I just don't understand what's going on.", 'start': 18.112, 'duration': 2.642}, {'end': 22.615, 'text': "I've never seen anything like this before.", 'start': 20.854, 'duration': 1.761}, {'end': 25.438, 'text': "I have a few things that I'm going to try.", 'start': 22.635, 'duration': 2.803}, {'end': 31.782, 'text': "I'll get back to you in about an hour to tell you whether or not they worked how I thought they were going to work.", 'start': 25.458, 'duration': 6.324}, {'end': 37.446, 'text': "Realistically, I'm either going to be able to fix this thing in about two hours, or this may take a couple of days.", 'start': 32.302, 'duration': 5.144}, {'end': 40.348, 'text': 'So you may want to start talking to people about a plan B.', 'start': 37.667, 'duration': 2.681}, {'end': 43.952, 'text': "I'm going to get back there and try to fix the problem.", 'start': 41.469, 'duration': 2.483}], 'summary': 'Employees unable to access web server, may take 2 hours to fix or a few days.', 'duration': 40.832, 'max_score': 3.12, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg3120.jpg'}, {'end': 103.438, 'src': 'embed', 'start': 75.937, 'weight': 1, 'content': [{'end': 82.022, 'text': 'Everybody tries to run out and get Microsoft certifications and Cisco certifications and college degrees,', 'start': 75.937, 'duration': 6.085}, {'end': 94.012, 'text': 'and not enough technicians sit down and try to really understand troubleshooting methodology and how to really grasp how you find the problem that you need to fix.', 'start': 82.022, 'duration': 11.99}, {'end': 103.438, 'text': "Everybody wants to learn how to fix a Windows server, Nobody wants to learn how you figure out that it's the Windows server that's the problem.", 'start': 94.392, 'duration': 9.046}], 'summary': 'Technicians should focus on troubleshooting methodology instead of just certifications and degrees.', 'duration': 27.501, 'max_score': 75.937, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg75937.jpg'}, {'end': 166.55, 'src': 'embed', 'start': 136.202, 'weight': 3, 'content': [{'end': 137.883, 'text': "We're not going to be talking about pings.", 'start': 136.202, 'duration': 1.681}, {'end': 141.105, 'text': "We're not going to be talking about the intricacies of servers.", 'start': 137.903, 'duration': 3.202}, {'end': 142.667, 'text': "We're not going to be opening up computers.", 'start': 141.126, 'duration': 1.541}, {'end': 148.471, 'text': 'We are just going to be talking about the thought process that goes into troubleshooting.', 'start': 143.267, 'duration': 5.204}, {'end': 150.753, 'text': 'Just the overall thought process.', 'start': 148.811, 'duration': 1.942}, {'end': 153.855, 'text': "The thing that goes, I don't know what that is.", 'start': 150.793, 'duration': 3.062}, {'end': 157.378, 'text': "I don't really know what it does, but I know that thing is broken.", 'start': 154.296, 'duration': 3.082}, {'end': 159.7, 'text': "So let's find somebody to fix that thing.", 'start': 157.818, 'duration': 1.882}, {'end': 161.747, 'text': "That's what we're going to teach you today.", 'start': 160.566, 'duration': 1.181}, {'end': 166.55, 'text': "So I'm Eli, the computer guy, and this is an introduction to troubleshooting methodology.", 'start': 162.107, 'duration': 4.443}], 'summary': 'Introduction to troubleshooting methodology by eli, the computer guy.', 'duration': 30.348, 'max_score': 136.202, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg136202.jpg'}, {'end': 242.959, 'src': 'embed', 'start': 185.664, 'weight': 4, 'content': [{'end': 194.288, 'text': "The main warning that I have to give you when you're troubleshooting, when you're walking careful.", 'start': 185.664, 'duration': 8.624}, {'end': 203.512, 'text': 'It is very easy to fix one minor problem and then create a massive major problem.', 'start': 195.109, 'duration': 8.403}, {'end': 207.394, 'text': "So you have a client whose computer can't get on the internet.", 'start': 203.552, 'duration': 3.842}, {'end': 213.477, 'text': 'You walk in, you get that one little computer on the internet, but in the process you took down three of their servers.', 'start': 207.754, 'duration': 5.723}, {'end': 215.938, 'text': "It's actually not that hard to do.", 'start': 214.577, 'duration': 1.361}, {'end': 221.901, 'text': "As you go on in your IT career, you'll see how fragile so many of these systems are.", 'start': 217.439, 'duration': 4.462}, {'end': 230.356, 'text': "taking a server offline can literally be if you just brush your arm against something that you're not supposed to.", 'start': 223.534, 'duration': 6.822}, {'end': 236.278, 'text': 'So whenever you walk into these situations, just be very careful and go slow.', 'start': 230.956, 'duration': 5.322}, {'end': 242.959, 'text': 'Before you take any action, rethink it through your head two or three times.', 'start': 236.978, 'duration': 5.981}], 'summary': 'When troubleshooting, be cautious as one minor fix can lead to major problems, such as taking down multiple servers.', 'duration': 57.295, 'max_score': 185.664, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg185664.jpg'}], 'start': 3.12, 'title': 'Troubleshooting it systems', 'summary': 'Discusses troubleshooting a web server issue, estimating a potential fix in two hours or a couple of days, and emphasizes the importance of troubleshooting skills over certifications. it also introduces the importance of a meticulous troubleshooting methodology in it, stressing the need for caution and highlighting the fragility of it systems.', 'chapters': [{'end': 113.143, 'start': 3.12, 'title': 'Web server troubleshooting', 'summary': "Discusses a technician's attempt to troubleshoot a web server issue, estimating a potential fix in two hours or a couple of days, highlighting the importance of troubleshooting skills over certifications.", 'duration': 110.023, 'highlights': ['The technician is attempting to fix the web server issue and will provide an update in about an hour, estimating the potential fix to take two hours or a couple of days.', 'The importance of troubleshooting skills is emphasized over certifications and degrees, being more beneficial and profitable in the real world.', "The business is shut down, and employees can't work until the web server issue is resolved."]}, {'end': 270.43, 'start': 113.723, 'title': 'Troubleshooting methodology introduction', 'summary': 'Discusses the importance of troubleshooting methodology, emphasizing the thought process and the need for caution to avoid creating major problems while fixing minor ones in it, highlighting the fragility of it systems and the need to be meticulous in actions.', 'duration': 156.707, 'highlights': ['The importance of troubleshooting methodology and the thought process involved in identifying and fixing problems in IT systems. ', "The need for caution and meticulousness when troubleshooting to avoid creating major problems while fixing minor ones, with the example of taking down three servers while trying to fix a client's computer's internet connection. Example of taking down three servers while trying to fix a client's computer's internet connection.", 'Emphasizing the fragility of IT systems and the need to be cautious and meticulous in actions, such as tracing cables multiple times to ensure the correct one is pulled to avoid major issues. Emphasizing the fragility of IT systems and the need to be cautious and meticulous in actions, such as tracing cables multiple times to ensure the correct one is pulled to avoid major issues.']}], 'duration': 267.31, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg3120.jpg', 'highlights': ["The business is shut down, and employees can't work until the web server issue is resolved.", 'The importance of troubleshooting skills is emphasized over certifications and degrees, being more beneficial and profitable in the real world.', 'The technician is attempting to fix the web server issue and will provide an update in about an hour, estimating the potential fix to take two hours or a couple of days.', 'The importance of troubleshooting methodology and the thought process involved in identifying and fixing problems in IT systems.', 'The need for caution and meticulousness when troubleshooting to avoid creating major problems while fixing minor ones.', 'Emphasizing the fragility of IT systems and the need to be cautious and meticulous in actions, such as tracing cables multiple times to ensure the correct one is pulled to avoid major issues.']}, {'end': 571.314, 'segs': [{'end': 320.113, 'src': 'embed', 'start': 293.713, 'weight': 2, 'content': [{'end': 301.358, 'text': 'Troubleshooting, many times part of fixing something is that you have to break something else to make it work.', 'start': 293.713, 'duration': 7.645}, {'end': 310.638, 'text': 'So you may have to take other things offline, you may have to replace parts, you may have to deal that are out of your specialty.', 'start': 301.378, 'duration': 9.26}, {'end': 312.942, 'text': 'So always keep that in your head.', 'start': 311.259, 'duration': 1.683}, {'end': 320.113, 'text': "It's kind of like playing chess, is you go slow, you be careful, and then you try to think two or three steps ahead.", 'start': 312.962, 'duration': 7.151}], 'summary': 'Troubleshooting often involves taking things offline, replacing parts, and thinking ahead, like playing chess.', 'duration': 26.4, 'max_score': 293.713, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg293713.jpg'}, {'end': 469.552, 'src': 'embed', 'start': 428.286, 'weight': 0, 'content': [{'end': 430.689, 'text': 'Has the problem been going on for a little while??', 'start': 428.286, 'duration': 2.403}, {'end': 432.191, 'text': 'Did this happen today??', 'start': 430.749, 'duration': 1.442}, {'end': 440.28, 'text': "You want to get as many viewpoints on what's going on as possible, because, remember, People don't mean to lie,", 'start': 432.952, 'duration': 7.328}, {'end': 442.901, 'text': 'but a lot of times they present you with incorrect information.', 'start': 440.28, 'duration': 2.621}, {'end': 449.743, 'text': 'So if you only get your information from one source, then you may be getting incorrect information and then working off of it.', 'start': 442.981, 'duration': 6.762}, {'end': 454.385, 'text': 'So basically, you know, if a manager is complaining, go to the manager, talk to them.', 'start': 450.163, 'duration': 4.222}, {'end': 458.107, 'text': "Then when you're done with the manager, go out and talk to a few of the employees.", 'start': 454.405, 'duration': 3.702}, {'end': 463.729, 'text': 'Make sure you actually understand what the problem is and that the manager actually understands what the problem is.', 'start': 458.567, 'duration': 5.162}, {'end': 469.552, 'text': "During this process, you're also going to need to find out who your point of contact is.", 'start': 464.71, 'duration': 4.842}], 'summary': 'Gather multiple viewpoints to understand and resolve the problem accurately.', 'duration': 41.266, 'max_score': 428.286, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg428286.jpg'}, {'end': 528.606, 'src': 'embed', 'start': 498.903, 'weight': 4, 'content': [{'end': 506.59, 'text': "because you don't want to just go in and unplug something and nobody can get to any shared files anymore, because if you do that,", 'start': 498.903, 'duration': 7.687}, {'end': 508.051, 'text': 'you create a larger problem.', 'start': 506.59, 'duration': 1.461}, {'end': 517.479, 'text': "So go into the situation, talk to the person who has a problem, talk to people around them if they're having the same problem.", 'start': 509.012, 'duration': 8.467}, {'end': 520.318, 'text': 'point of contact is.', 'start': 519.238, 'duration': 1.08}, {'end': 528.606, 'text': "During this process, you're trying to refine down and figure out exactly what's going on and also see if there is a larger problem.", 'start': 520.94, 'duration': 7.666}], 'summary': 'Address it issues by consulting affected individuals, identifying root cause, and preventing larger problems.', 'duration': 29.703, 'max_score': 498.903, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg498903.jpg'}, {'end': 564.971, 'src': 'embed', 'start': 537.794, 'weight': 1, 'content': [{'end': 543.579, 'text': "you talk to the employees and you find out not only can they not get on the internet, but they also can't get to shared files.", 'start': 537.794, 'duration': 5.785}, {'end': 547.662, 'text': "So it's a bigger problem than what you first realize.", 'start': 544.039, 'duration': 3.623}, {'end': 549.703, 'text': 'You find this out by communicating to people.', 'start': 547.682, 'duration': 2.021}, {'end': 561.009, 'text': 'You also need to find out who and what is affected, what systems are affected by this whatever not being able to happen.', 'start': 551.244, 'duration': 9.765}, {'end': 564.971, 'text': 'So if these people need to get out on the internet, talk to people.', 'start': 561.329, 'duration': 3.642}], 'summary': 'Employees unable to access internet and shared files, highlighting a larger issue requiring communication and investigation.', 'duration': 27.177, 'max_score': 537.794, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg537794.jpg'}], 'start': 270.43, 'title': 'Troubleshooting and problem solving', 'summary': 'Highlights best practices in troubleshooting, emphasizing the importance of careful approach and effective communication. it also discusses problem-solving techniques, focusing on root cause identification and potential impact on systems through engagement with managers and employees.', 'chapters': [{'end': 449.743, 'start': 270.43, 'title': 'Troubleshooting best practices', 'summary': 'Emphasizes the importance of being slow and careful in troubleshooting, breaking things in the process, and communicating with multiple sources to gather accurate information.', 'duration': 179.313, 'highlights': ['Be slow and careful in troubleshooting Emphasizes the importance of taking time and being careful in the troubleshooting process to avoid making mistakes.', 'Breaking things in the troubleshooting process Mentions that part of fixing something may involve breaking something else in the process, requiring taking other things offline or replacing parts.', 'Communicating with multiple sources for accurate information Stresses the importance of gathering information from multiple sources to avoid relying on potentially incorrect information from a single source.']}, {'end': 571.314, 'start': 450.163, 'title': 'Effective problem-solving techniques', 'summary': 'Emphasizes the importance of effective communication and identifying the root cause of the problem by engaging with both the manager and employees to understand and resolve technical issues, ultimately leading to the discovery of larger problems and potential impact on systems.', 'duration': 121.151, 'highlights': ['Engage with the manager and employees to understand and resolve technical issues, ensuring a clear understanding of the problem by all parties involved.', 'Identify the point of contact responsible for making decisions regarding the technical issue, such as network repairs, to prevent creating larger problems.', 'Communicate with individuals to uncover potential larger problems, as exemplified by discovering the broader issue of being unable to access shared files in addition to the internet problem.', 'Assess the impact on systems and prioritize the resolution of technical issues based on their significance and potential impact.']}], 'duration': 300.884, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg270430.jpg', 'highlights': ['Engage with the manager and employees to understand and resolve technical issues, ensuring a clear understanding of the problem by all parties involved.', 'Assess the impact on systems and prioritize the resolution of technical issues based on their significance and potential impact.', 'Breaking things in the troubleshooting process Mentions that part of fixing something may involve breaking something else in the process, requiring taking other things offline or replacing parts.', 'Communicating with multiple sources for accurate information Stresses the importance of gathering information from multiple sources to avoid relying on potentially incorrect information from a single source.', 'Identify the point of contact responsible for making decisions regarding the technical issue, such as network repairs, to prevent creating larger problems.']}, {'end': 842.897, 'segs': [{'end': 646.279, 'src': 'embed', 'start': 573.545, 'weight': 0, 'content': [{'end': 585.531, 'text': "you're not going to take that as seriously as if this is the payroll department and they have to get on the internet because payroll is due tomorrow or that payroll is due but payroll is due in three days.", 'start': 573.545, 'duration': 11.986}, {'end': 587.992, 'text': 'so you figure out okay, this needs to be done in three days.', 'start': 585.531, 'duration': 2.461}, {'end': 591.773, 'text': "this doesn't have to be done in one day.", 'start': 587.992, 'duration': 3.781}, {'end': 597.756, 'text': 'these types of questions and figuring this type of stuff out will will allow you.', 'start': 591.773, 'duration': 5.983}, {'end': 606.223, 'text': 'The problem is and then, as you go forward with the troubleshooting process, determine what steps you take.', 'start': 599.48, 'duration': 6.743}, {'end': 617.401, 'text': "Let's say if payroll has to go out tomorrow or in 12 hours, you will do different things than if payroll has to go out in four days.", 'start': 607.423, 'duration': 9.978}, {'end': 622.723, 'text': 'So if payroll has to go out in four days, you may troubleshoot the problem down to the router.', 'start': 617.601, 'duration': 5.122}, {'end': 625.044, 'text': "Well, you've got a couple of days.", 'start': 623.143, 'duration': 1.901}, {'end': 631.987, 'text': 'routers are expensive, so I might try troubleshooting that router and seeing if I can fix the router, because I might be able to fix the router.', 'start': 625.044, 'duration': 6.943}, {'end': 634.668, 'text': "it'll be less expensive than buying a new one and everybody's happy.", 'start': 631.987, 'duration': 2.681}, {'end': 640.311, 'text': "So, you know, it takes longer, but it's still under the timeframe that you have.", 'start': 635.189, 'duration': 5.122}, {'end': 645.097, 'text': "Well, if it's 12 hours or 24 hours, so that payroll goes out, screw it.", 'start': 640.891, 'duration': 4.206}, {'end': 646.279, 'text': "The router's bad.", 'start': 645.397, 'duration': 0.882}], 'summary': 'Troubleshooting process varies based on payroll deadline, with router repair considered if deadline allows', 'duration': 72.734, 'max_score': 573.545, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg573545.jpg'}, {'end': 736.46, 'src': 'embed', 'start': 710.782, 'weight': 3, 'content': [{'end': 716.106, 'text': "These are probably the problems and so this is how I'm going to proceed from here.", 'start': 710.782, 'duration': 5.324}, {'end': 723.591, 'text': "Give them a brief idea of what you're thinking and then tell them what's going to happen from this point.", 'start': 716.186, 'duration': 7.405}, {'end': 725.333, 'text': 'When you do this, do not lie.', 'start': 724.432, 'duration': 0.901}, {'end': 733.879, 'text': 'I always tell everybody, one of the most important things in communication and technology is under-promise, over-deliver.', 'start': 728.055, 'duration': 5.824}, {'end': 736.46, 'text': 'Under-promise, over-deliver.', 'start': 734.799, 'duration': 1.661}], 'summary': 'Emphasize under-promising and over-delivering in communication and technology.', 'duration': 25.678, 'max_score': 710.782, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg710782.jpg'}, {'end': 804.776, 'src': 'embed', 'start': 780.305, 'weight': 5, 'content': [{'end': 786.328, 'text': "Well, what they're not taking into account is when two hours goes by, these people are going to expect the system to be working.", 'start': 780.305, 'duration': 6.023}, {'end': 791.39, 'text': "And since you said it would be two hours, then not only are they mad because it's not working,", 'start': 786.448, 'duration': 4.942}, {'end': 795.772, 'text': "but then they think you're a complete idiot because you said it was going to take two hours.", 'start': 791.39, 'duration': 4.382}, {'end': 798.273, 'text': 'So always under-promise, over-deliver.', 'start': 796.312, 'duration': 1.961}, {'end': 803.216, 'text': "If you think it's going to take four hours, tell them eight because they're mad anyway.", 'start': 798.373, 'duration': 4.843}, {'end': 803.916, 'text': "They're angry.", 'start': 803.256, 'duration': 0.66}, {'end': 804.776, 'text': "They don't like you.", 'start': 803.936, 'duration': 0.84}], 'summary': 'Under-promise, over-deliver to manage expectations effectively.', 'duration': 24.471, 'max_score': 780.305, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg780305.jpg'}], 'start': 573.545, 'title': 'Troubleshooting and communication', 'summary': 'Discusses the significance of time management and effective communication in troubleshooting, addressing different approaches for urgent tasks and the importance of managing client expectations for satisfaction.', 'chapters': [{'end': 667.346, 'start': 573.545, 'title': 'Troubleshooting time management', 'summary': 'Emphasizes the importance of time management in troubleshooting, highlighting the different approaches required based on the urgency of tasks such as payroll due tomorrow versus in three days, and the decision-making process involving cost and timeframes.', 'duration': 93.801, 'highlights': ['The importance of time management in troubleshooting is emphasized, with different approaches required based on the urgency of tasks, such as payroll due tomorrow versus in three days.', "Decision-making process involves considering cost and timeframes, as illustrated by the example of troubleshooting a router: attempting to fix it if there's time, but opting to purchase a new one if the deadline is imminent, ensuring payroll is processed on time.", 'Effective troubleshooting involves considering the cost and timeframes, as evidenced by the example of choosing to purchase a new router to ensure timely payroll processing despite the associated expense.']}, {'end': 842.897, 'start': 668.067, 'title': 'Effective communication in technology', 'summary': 'Emphasizes the importance of time management and effective communication in technology troubleshooting, stressing the need to under-promise and over-deliver in order to manage client expectations and satisfaction.', 'duration': 174.83, 'highlights': ['Always under-promise, over-deliver to manage client expectations, even when facing technical issues, as it leads to better client satisfaction and trust.', 'Effective communication and time management are crucial in technology troubleshooting to ensure efficient problem-solving and client satisfaction.', "Clients are likely to be upset when facing technical issues, so it's important to accept their frustration and manage their expectations by under-promising and over-delivering.", "Overpromising and under-delivering can lead to client dissatisfaction and a negative perception of the technician's competence, emphasizing the need for realistic time management and communication."]}], 'duration': 269.352, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg573545.jpg', 'highlights': ['The importance of time management in troubleshooting is emphasized, with different approaches required based on the urgency of tasks, such as payroll due tomorrow versus in three days.', 'Effective troubleshooting involves considering the cost and timeframes, as evidenced by the example of choosing to purchase a new router to ensure timely payroll processing despite the associated expense.', "Decision-making process involves considering cost and timeframes, as illustrated by the example of troubleshooting a router: attempting to fix it if there's time, but opting to purchase a new one if the deadline is imminent, ensuring payroll is processed on time.", 'Effective communication and time management are crucial in technology troubleshooting to ensure efficient problem-solving and client satisfaction.', 'Always under-promise, over-deliver to manage client expectations, even when facing technical issues, as it leads to better client satisfaction and trust.', "Clients are likely to be upset when facing technical issues, so it's important to accept their frustration and manage their expectations by under-promising and over-delivering.", "Overpromising and under-delivering can lead to client dissatisfaction and a negative perception of the technician's competence, emphasizing the need for realistic time management and communication."]}, {'end': 1140.945, 'segs': [{'end': 912.655, 'src': 'heatmap', 'start': 855.484, 'weight': 0, 'content': [{'end': 866.231, 'text': 'explain to them what your next steps will be and then tell them how long and approximately what you think the cost is.', 'start': 855.484, 'duration': 10.747}, {'end': 875.001, 'text': 'will probably cost you $2, 000.', 'start': 873.499, 'duration': 1.502}, {'end': 878.649, 'text': "If it takes two hours and only costs $500, they're happy.", 'start': 875.002, 'duration': 3.647}, {'end': 885.603, 'text': "Just keep that in mind and these first steps and it'll save you a lot of pain later.", 'start': 880.212, 'duration': 5.391}, {'end': 894.811, 'text': 'So the next step in this process is a little bit of research.', 'start': 891.55, 'duration': 3.261}, {'end': 899.512, 'text': "So you have an overview, you have an idea of what's going on.", 'start': 895.311, 'duration': 4.201}, {'end': 904.453, 'text': 'You have a little bit of a thought in your head about what the problem probably is.', 'start': 900.152, 'duration': 4.301}, {'end': 912.655, 'text': 'The next step is to do research to figure out who to call and what to do.', 'start': 905.293, 'duration': 7.362}], 'summary': 'Next steps: research to identify problem solution, costing around $2,000, and taking 2 hours for $500.', 'duration': 68.938, 'max_score': 855.484, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg855484.jpg'}, {'end': 1008.222, 'src': 'embed', 'start': 977.175, 'weight': 5, 'content': [{'end': 981.098, 'text': "I've troubleshot it down to the web server, but I'm not authorized to touch it.", 'start': 977.175, 'duration': 3.923}, {'end': 982.258, 'text': "It's under a maintenance contract.", 'start': 981.138, 'duration': 1.12}, {'end': 983.639, 'text': 'So now you need to call these people.', 'start': 982.299, 'duration': 1.34}, {'end': 993.185, 'text': 'Why this process needs to happen during the rest of the troubleshooting process is troubleshooting takes time.', 'start': 985.681, 'duration': 7.504}, {'end': 995.318, 'text': 'takes time.', 'start': 994.838, 'duration': 0.48}, {'end': 997.539, 'text': 'Tracking down paperwork takes time.', 'start': 995.678, 'duration': 1.861}, {'end': 1000.14, 'text': 'Getting people to call you back takes time.', 'start': 998.199, 'duration': 1.941}, {'end': 1008.222, 'text': 'So, as soon as I figured out, I have an idea of what the problem is, I have an idea of what I think the solution is.', 'start': 1000.84, 'duration': 7.382}], 'summary': 'Troubleshooting identified web server issue, need to contact authorized personnel for maintenance due to time constraints.', 'duration': 31.047, 'max_score': 977.175, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg977175.jpg'}, {'end': 1071.638, 'src': 'embed', 'start': 1038.72, 'weight': 3, 'content': [{'end': 1042.141, 'text': "You're going to call them and it's going to take them two hours to get back to you, if you're lucky.", 'start': 1038.72, 'duration': 3.421}, {'end': 1050.166, 'text': "So as soon as you get that phone number, you call the person, you say, hey, I understand you're the point of contact with this web server.", 'start': 1042.922, 'duration': 7.244}, {'end': 1051.486, 'text': "I'm with this company.", 'start': 1050.346, 'duration': 1.14}, {'end': 1053.367, 'text': "I'm trying to fix this network problem.", 'start': 1051.567, 'duration': 1.8}, {'end': 1055.709, 'text': "I don't know if it's the web server yet.", 'start': 1053.788, 'duration': 1.921}, {'end': 1059.995, 'text': 'But if it is, what do I need to do to get you out here?', 'start': 1056.502, 'duration': 3.493}, {'end': 1064.853, 'text': "So you know, this process is happening while you're doing all the other troubleshooting processes.", 'start': 1060.931, 'duration': 3.922}, {'end': 1071.638, 'text': 'And so you do this with the web server, you do this with the network, you do this with other servers, with the internet providers,', 'start': 1065.254, 'duration': 6.384}], 'summary': 'Call the contact, expedite response time, troubleshoot multiple servers and network.', 'duration': 32.918, 'max_score': 1038.72, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg1038720.jpg'}, {'end': 1121.285, 'src': 'embed', 'start': 1075.98, 'weight': 2, 'content': [{'end': 1088.588, 'text': 'So if you do this with the web server and you walk into a company where their networking systems are contracted out to another company and maybe their server hardware is contracted out to another company?', 'start': 1075.98, 'duration': 12.608}, {'end': 1097.256, 'text': "If you've called all three of those companies while you're doing the troubleshooting process, then when you narrow it down to oh it's a router,", 'start': 1089.108, 'duration': 8.148}, {'end': 1099.298, 'text': 'the networking people already have a heads up.', 'start': 1097.256, 'duration': 2.042}, {'end': 1103.402, 'text': 'And so when you call them back, you can look at the whole process done quickly.', 'start': 1099.338, 'duration': 4.064}, {'end': 1106.305, 'text': 'So this is the research.', 'start': 1105.164, 'duration': 1.141}, {'end': 1110.028, 'text': "With it, you try to figure out who's responsible for what.", 'start': 1107.066, 'duration': 2.962}, {'end': 1112.651, 'text': "Is it internal? Like if you're an employee, maybe it's a department.", 'start': 1110.229, 'duration': 2.422}, {'end': 1121.285, 'text': 'It may be a maintenance contract, so it might be something outside of your company entirely.', 'start': 1115.861, 'duration': 5.424}], 'summary': 'Research and troubleshooting involve contacting contracted companies to pinpoint responsibility and expedite the process.', 'duration': 45.305, 'max_score': 1075.98, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg1075980.jpg'}], 'start': 843.717, 'title': 'Efficient troubleshooting process', 'summary': 'Outlines troubleshooting process emphasizing efficient communication, initial research, and continuous investigation to save time and cost, ensuring prompt resolution, and expedited communication with vendors to potentially save time and resources.', 'chapters': [{'end': 1021.046, 'start': 843.717, 'title': 'Troubleshooting process efficiency', 'summary': 'Outlines the troubleshooting process, emphasizing the importance of efficient communication, initial research, and continuous investigation to save time and cost, ultimately ensuring prompt resolution.', 'duration': 177.329, 'highlights': ['Efficient communication with the person who complained is emphasized, including explaining the next steps and giving an approximate cost, potentially saving $1500 if the actual cost is lower than expected. $1500', 'The importance of continuous research and understanding during the troubleshooting process is highlighted, ensuring that necessary information about maintenance contracts is obtained before reaching the relevant stage, saving time and effort during the process. time and effort', 'The significance of identifying potential maintenance contracts early in the troubleshooting process is emphasized, allowing for prompt escalation and avoidance of unnecessary delays, ultimately saving time and ensuring efficient resolution. time']}, {'end': 1140.945, 'start': 1021.487, 'title': 'Troubleshooting network issues and contacting vendors', 'summary': 'Discusses the importance of contacting various vendors and service providers while troubleshooting network issues, emphasizing the need to establish communication early to expedite the resolution process and ensure relevant parties are informed, potentially saving time and resources.', 'duration': 119.458, 'highlights': ['The importance of establishing early communication with vendors and service providers to expedite the troubleshooting process is emphasized, potentially saving time and resources. Emphasizes the need to establish communication early with vendors and service providers while troubleshooting network issues to expedite the resolution process and ensure relevant parties are informed, potentially saving time and resources.', 'Advises calling the point of contact for the web server immediately upon receiving their phone number, inquiring about the necessary steps to address network problems, and conducting similar communication with other relevant parties involved in the troubleshooting process. Advises calling the point of contact for the web server immediately upon receiving their phone number, inquiring about the necessary steps to address network problems, and conducting similar communication with other relevant parties involved in the troubleshooting process to expedite the resolution.', 'Suggests proactively contacting multiple companies responsible for different aspects of the network, such as networking systems, server hardware, and internet providers, to ensure relevant parties are informed and can expedite the resolution process once the issue is identified. Suggests proactively contacting multiple companies responsible for different aspects of the network, such as networking systems, server hardware, and internet providers, to ensure relevant parties are informed and can expedite the resolution process once the issue is identified.']}], 'duration': 297.228, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg843717.jpg', 'highlights': ['Efficient communication with the person who complained is emphasized, including explaining the next steps and giving an approximate cost, potentially saving $1500 if the actual cost is lower than expected.', 'The importance of establishing early communication with vendors and service providers to expedite the troubleshooting process is emphasized, potentially saving time and resources.', 'The importance of continuous research and understanding during the troubleshooting process is highlighted, ensuring that necessary information about maintenance contracts is obtained before reaching the relevant stage, saving time and effort during the process.', 'Advises calling the point of contact for the web server immediately upon receiving their phone number, inquiring about the necessary steps to address network problems, and conducting similar communication with other relevant parties involved in the troubleshooting process to expedite the resolution.', 'Suggests proactively contacting multiple companies responsible for different aspects of the network, such as networking systems, server hardware, and internet providers, to ensure relevant parties are informed and can expedite the resolution process once the issue is identified.', 'The significance of identifying potential maintenance contracts early in the troubleshooting process is emphasized, allowing for prompt escalation and avoidance of unnecessary delays, ultimately saving time and ensuring efficient resolution.']}, {'end': 2157.129, 'segs': [{'end': 1213.094, 'src': 'embed', 'start': 1188.058, 'weight': 0, 'content': [{'end': 1193.559, 'text': "then you're gonna have to wait another two hours for them to call you back, whereas if you give them a heads up two hours ago,", 'start': 1188.058, 'duration': 5.501}, {'end': 1194.84, 'text': 'you figure out what the problem is.', 'start': 1193.559, 'duration': 1.281}, {'end': 1197.761, 'text': 'you know it gets fixed quicker.', 'start': 1194.84, 'duration': 2.921}, {'end': 1199.721, 'text': 'so make sure to do your research and talk to people.', 'start': 1197.761, 'duration': 1.96}, {'end': 1210.512, 'text': "Now that you've done your research and you've talked with everybody and you have an overall idea of what's going on,", 'start': 1205.649, 'duration': 4.863}, {'end': 1213.094, 'text': "you've put out the calls to the people that you may need.", 'start': 1210.512, 'duration': 2.582}], 'summary': 'Giving a two-hour heads-up for research and communication can fix issues quicker.', 'duration': 25.036, 'max_score': 1188.058, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg1188058.jpg'}, {'end': 1554.115, 'src': 'heatmap', 'start': 1497.27, 'weight': 1, 'content': [{'end': 1500.312, 'text': 'so I know now that the server is the problem.', 'start': 1497.27, 'duration': 3.042}, {'end': 1501.132, 'text': 'Now, who do?', 'start': 1500.412, 'duration': 0.72}, {'end': 1501.873, 'text': 'I hand this off to?', 'start': 1501.132, 'duration': 0.741}, {'end': 1512.658, 'text': 'So this is how you divide your problem into an eagle eye view and you try to find the major points of failure where the problem could be.', 'start': 1502.433, 'duration': 10.225}, {'end': 1520.082, 'text': 'Like I say with this, could be the devices, first internal network, internet, second internal network or the web server.', 'start': 1512.978, 'duration': 7.104}, {'end': 1534.268, 'text': 'Now that you have the eagle eye view of how the system works and where the problems might be,', 'start': 1527.065, 'duration': 7.203}, {'end': 1545.332, 'text': 'then you need to start going in and trying to either say that large chunks of those systems are good or that they might be suspect.', 'start': 1534.268, 'duration': 11.064}, {'end': 1546.232, 'text': 'So what does this mean??', 'start': 1545.412, 'duration': 0.82}, {'end': 1554.115, 'text': "Is, once you've narrowed down to a particular computer or to the server, you can get very specific on your troubleshooting techniques.", 'start': 1546.532, 'duration': 7.583}], 'summary': 'Identifying server as problem, narrowing down to specific troubleshooting techniques.', 'duration': 27.05, 'max_score': 1497.27, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg1497270.jpg'}, {'end': 1959.072, 'src': 'embed', 'start': 1918.208, 'weight': 2, 'content': [{'end': 1920.912, 'text': "But that's what you try to do just work from the outside in,", 'start': 1918.208, 'duration': 2.704}, {'end': 1939.348, 'text': "and So you've gone from the eagle eye view down to figuring out where the problem resides.", 'start': 1920.912, 'duration': 18.436}, {'end': 1945.429, 'text': "Is it the computer? Is it the web server? You've gone, oh, it's that thing.", 'start': 1939.908, 'duration': 5.521}, {'end': 1954.431, 'text': "So now that you've figured out that it's that thing, this box, now you have to start asking a couple of questions.", 'start': 1946.109, 'duration': 8.322}, {'end': 1959.072, 'text': 'Most problems come about because things have changed.', 'start': 1955.271, 'duration': 3.801}], 'summary': 'Troubleshooting involves identifying the problem and asking questions to figure out the cause, often due to changes.', 'duration': 40.864, 'max_score': 1918.208, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg1918208.jpg'}], 'start': 1140.945, 'title': 'Troubleshooting techniques and technology issues', 'summary': 'Emphasizes the importance of research and communication in troubleshooting, reducing the time spent waiting for support by approximately two hours. it also discusses troubleshooting technology issues, providing an example of diagnosing a web server connectivity problem and outlining the process of elimination to pinpoint the issue.', 'chapters': [{'end': 1210.512, 'start': 1140.945, 'title': 'Effective troubleshooting techniques', 'summary': 'Emphasizes the importance of research and communication in troubleshooting, suggesting that proactively reaching out and gathering information can lead to quicker problem resolution, reducing the time spent waiting for support by approximately two hours.', 'duration': 69.567, 'highlights': ['Proactive research and communication can lead to quicker problem resolution, potentially reducing the time spent waiting for support by approximately two hours.', 'Research and communication are ongoing processes during troubleshooting, contributing to improved problem resolution.', 'Efficient troubleshooting involves identifying the responsible party for making the necessary call and understanding the interconnections of different systems.']}, {'end': 2157.129, 'start': 1210.512, 'title': 'Troubleshooting technology issues', 'summary': 'Discusses troubleshooting technology issues by taking an eagle eye view of the system, identifying potential problem areas, and systematically narrowing down the root cause, with an example of diagnosing a web server connectivity problem and outlining the process of elimination to pinpoint the issue, emphasizing the importance of asking specific questions to uncover changes, intended actions, and automatic updates that may have caused the problem, and concludes with the recommendation to work from an eagle eye view down to identifying the specific issue, and inquire about any unintended or intended actions and automatic updates that could have led to the problem.', 'duration': 946.617, 'highlights': ['The chapter discusses troubleshooting technology issues by taking an eagle eye view of the system, identifying potential problem areas, and systematically narrowing down the root cause, with an example of diagnosing a web server connectivity problem and outlining the process of elimination to pinpoint the issue. The speaker emphasizes the need to understand that one cannot know everything and that troubleshooting requires narrowing down the problem by taking an eagle eye view of the situation to identify potential problem areas, as demonstrated through the example of diagnosing a web server connectivity issue.', 'The chapter outlines the importance of asking specific questions to uncover changes, intended actions, and automatic updates that may have caused the problem. The speaker emphasizes the importance of asking specific questions to uncover changes, intended actions, and automatic updates that may have caused the problem, such as unintended power outages or intended actions like installing new software, and automatic updates that could have led to the problem.', 'The chapter concludes with the recommendation to work from an eagle eye view down to identifying the specific issue, and inquire about any unintended or intended actions and automatic updates that could have led to the problem. The speaker concludes by recommending to work from an eagle eye view down to identifying the specific issue and inquiring about any unintended or intended actions and automatic updates that could have led to the problem, in order to systematically narrow down the root cause of the technology issue.']}], 'duration': 1016.184, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg1140945.jpg', 'highlights': ['Proactive research and communication can lead to quicker problem resolution, potentially reducing the time spent waiting for support by approximately two hours.', 'The chapter discusses troubleshooting technology issues by taking an eagle eye view of the system, identifying potential problem areas, and systematically narrowing down the root cause, with an example of diagnosing a web server connectivity problem and outlining the process of elimination to pinpoint the issue.', 'The chapter outlines the importance of asking specific questions to uncover changes, intended actions, and automatic updates that may have caused the problem.']}, {'end': 2492.992, 'segs': [{'end': 2191.252, 'src': 'embed', 'start': 2157.149, 'weight': 0, 'content': [{'end': 2158.549, 'text': "So nobody's done anything.", 'start': 2157.149, 'duration': 1.4}, {'end': 2164.598, 'text': 'and nothing unintentional.', 'start': 2163.277, 'duration': 1.321}, {'end': 2166.759, 'text': 'you know power surges, the like.', 'start': 2164.598, 'duration': 2.161}, {'end': 2171.642, 'text': 'then you need to go in and do the basic self diagnostics on the system.', 'start': 2166.759, 'duration': 4.883}, {'end': 2177.425, 'text': "so if this, let's say, if this is a web server and I have problems connecting to this web server,", 'start': 2171.642, 'duration': 5.783}, {'end': 2184.529, 'text': "I can go in and I can see is the CPU working appropriately, is it under, let's say, 50% usage?", 'start': 2177.425, 'duration': 7.104}, {'end': 2191.252, 'text': 'if I go in and I find out that the web server has a hundred percent CPU usage all the time,', 'start': 2184.529, 'duration': 6.723}], 'summary': 'Perform basic self diagnostics on web server to check cpu usage.', 'duration': 34.103, 'max_score': 2157.149, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2157149.jpg'}, {'end': 2239.109, 'src': 'embed', 'start': 2212.708, 'weight': 1, 'content': [{'end': 2218.27, 'text': "So I may call the person that's responsible for the web server and say, hey, your web server is at 100%.", 'start': 2212.708, 'duration': 5.562}, {'end': 2222.012, 'text': 'Do you want me to do something or do you want to try to fix this??', 'start': 2218.27, 'duration': 3.742}, {'end': 2231.321, 'text': "By doing these little self-diagnostics, even if you're not the one who's responsible for fixing the problem, you can find out information.", 'start': 2223.513, 'duration': 7.808}, {'end': 2236.386, 'text': "So when the person that does come in who's responsible, they have a step ahead.", 'start': 2231.381, 'duration': 5.005}, {'end': 2239.109, 'text': "So you don't just go, oh, it's the web server fix it.", 'start': 2236.506, 'duration': 2.603}], 'summary': 'Proactive self-diagnostics can provide valuable information to the responsible person, giving them a step ahead in addressing issues.', 'duration': 26.401, 'max_score': 2212.708, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2212708.jpg'}, {'end': 2320.99, 'src': 'heatmap', 'start': 2259.657, 'weight': 2, 'content': [{'end': 2266.018, 'text': "So that's where you ping stuff, you see if device drivers are working properly, you see is there a virus.", 'start': 2259.657, 'duration': 6.361}, {'end': 2274.32, 'text': "So, once you've seen, has anything changed because that's most likely going to be the problem then you've gone in and you've done the self-test,", 'start': 2266.519, 'duration': 7.801}, {'end': 2286.701, 'text': 'so you see what the and you go down to the fine-grained stuff of like I say,', 'start': 2274.32, 'duration': 12.381}, {'end': 2290.664, 'text': 'looking for viruses or maybe a configuration error or something like that.', 'start': 2286.701, 'duration': 3.963}, {'end': 2296.069, 'text': "So that's what you do once you get down to the computer itself or the device itself.", 'start': 2291.185, 'duration': 4.884}, {'end': 2305.317, 'text': "Now at this point, we've come into a problem situation.", 'start': 2302.034, 'duration': 3.283}, {'end': 2308.8, 'text': "We've asked around and we've figured out the overall.", 'start': 2305.898, 'duration': 2.902}, {'end': 2320.99, 'text': "We've then troubleshot large areas and diagnosed a specific device on the network that's causing the problem.", 'start': 2314.085, 'duration': 6.905}], 'summary': 'Troubleshooting process involves pinging, self-test, and diagnosing specific device on the network.', 'duration': 34.289, 'max_score': 2259.657, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2259657.jpg'}, {'end': 2364.348, 'src': 'embed', 'start': 2338.766, 'weight': 3, 'content': [{'end': 2346.584, 'text': "So at this point, Again, what many technicians don't think about and is part of the troubleshooting process is then the reporting process.", 'start': 2338.766, 'duration': 7.818}, {'end': 2355.386, 'text': "Now that you've done all this, now that it's out of your hands, either the problem is fixed or you've handed the problem off to somebody.", 'start': 2347.124, 'duration': 8.262}, {'end': 2358.006, 'text': 'you need to then report to the appropriate people.', 'start': 2355.386, 'duration': 2.62}, {'end': 2364.348, 'text': 'So you need to report to the person that phoned in or told you about the problem.', 'start': 2358.707, 'duration': 5.641}], 'summary': 'Technicians must consider the reporting process as part of troubleshooting, ensuring appropriate reporting to the person who reported the problem.', 'duration': 25.582, 'max_score': 2338.766, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2338766.jpg'}, {'end': 2406.35, 'src': 'embed', 'start': 2380.293, 'weight': 5, 'content': [{'end': 2386.435, 'text': 'So the person that you handed everything off to should then talk to these people.', 'start': 2380.293, 'duration': 6.142}, {'end': 2389.076, 'text': 'He should or she should do this communication.', 'start': 2386.735, 'duration': 2.341}, {'end': 2392.317, 'text': 'But at the very least, you need to do the communication.', 'start': 2389.556, 'duration': 2.761}, {'end': 2394.998, 'text': "You need to tell them that everything's been handed off.", 'start': 2392.397, 'duration': 2.601}, {'end': 2397.139, 'text': 'So I troubleshot all these things.', 'start': 2395.038, 'duration': 2.101}, {'end': 2399.741, 'text': 'This is where I found the problem to be.', 'start': 2397.879, 'duration': 1.862}, {'end': 2403.386, 'text': "I'm not allowed to fix this problem and tell them why.", 'start': 2400.382, 'duration': 3.004}, {'end': 2406.35, 'text': "It's out of my responsibility or I simply don't know how to.", 'start': 2403.426, 'duration': 2.924}], 'summary': 'Hand off communication to resolve issues and clarify responsibilities.', 'duration': 26.057, 'max_score': 2380.293, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2380293.jpg'}], 'start': 2157.149, 'title': 'Troubleshooting and reporting', 'summary': 'Discusses system diagnostics, emphasizing conducting self-diagnostics, fine-tuned troubleshooting, and reporting process to ensure efficient progress. it also highlights the importance of communication and accountability in the troubleshooting process.', 'chapters': [{'end': 2320.99, 'start': 2157.149, 'title': 'Troubleshooting system diagnostics', 'summary': 'Discusses the process of system diagnostics, emphasizing the importance of conducting self-diagnostics to identify issues, such as cpu usage reaching 100%, before moving on to fine-tuned troubleshooting, in order to provide valuable information to the responsible personnel and progress efficiently.', 'duration': 163.841, 'highlights': ['Conducting self-diagnostics on a web server to check CPU usage, aiming for under 50%, and identifying a 100% CPU usage as a problem, allowing for proactive communication with the responsible personnel. CPU usage under 50% is considered normal, while 100% indicates a problem.', 'Emphasizing the value of performing self-diagnostics even if not directly responsible for fixing the issue, to provide valuable information to the responsible personnel and enable them to proceed efficiently. Conducting self-diagnostics provides valuable information for the responsible personnel, allowing them to proceed efficiently.', 'Highlighting the importance of progressing from basic self-diagnostics to fine-tuned troubleshooting, including checking for viruses, device driver functionality, and configuration errors, to address specific issues effectively. Fine-tuned troubleshooting includes checking for viruses, device driver functionality, and configuration errors, enhancing the effectiveness of issue resolution.']}, {'end': 2492.992, 'start': 2321.811, 'title': 'Troubleshooting process and reporting', 'summary': 'Emphasizes the importance of the reporting process in troubleshooting, including handing off the problem to others, providing updates, and communicating with relevant stakeholders to ensure a smooth resolution and accountability.', 'duration': 171.181, 'highlights': ['The reporting process is a crucial part of troubleshooting, involving handing off the problem, providing updates, and communicating with relevant stakeholders to ensure accountability.', 'Technicians need to report to the person who reported the problem, the point of contact, and their boss to ensure everyone is informed and in the loop of communication.', 'Clear communication about the problem resolution process and handing off responsibilities is essential to avoid misunderstandings and ensure smooth accountability.']}], 'duration': 335.843, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2157149.jpg', 'highlights': ['Conduct self-diagnostics on web server to check CPU usage, aiming for under 50% and identifying 100% CPU usage as a problem.', 'Emphasize value of performing self-diagnostics to provide valuable information to responsible personnel.', 'Highlight importance of progressing from basic self-diagnostics to fine-tuned troubleshooting, including checking for viruses, device driver functionality, and configuration errors.', 'Reporting process is crucial, involving handing off the problem, providing updates, and communicating with relevant stakeholders.', 'Technicians need to report to the person who reported the problem, the point of contact, and their boss to ensure everyone is informed and in the loop of communication.', 'Clear communication about the problem resolution process and handing off responsibilities is essential to avoid misunderstandings and ensure smooth accountability.']}, {'end': 3055.348, 'segs': [{'end': 2547.196, 'src': 'embed', 'start': 2518.894, 'weight': 0, 'content': [{'end': 2520.855, 'text': 'Is there anything else I can help you with??', 'start': 2518.894, 'duration': 1.961}, {'end': 2527.618, 'text': 'With contractors, this is where the real money is, because you only go in and you fix the specific problems in front of them.', 'start': 2521.675, 'duration': 5.943}, {'end': 2529.539, 'text': "Well, you'll get a couple of billable hours.", 'start': 2527.678, 'duration': 1.861}, {'end': 2534.79, 'text': 'pretty good, then you can say do you have any other problems?', 'start': 2532.449, 'duration': 2.341}, {'end': 2536.311, 'text': 'And then maybe they do have other issues.', 'start': 2534.87, 'duration': 1.441}, {'end': 2540.853, 'text': 'and then you know a two hour job turned into an eight hour job or a 16 hour job.', 'start': 2536.311, 'duration': 4.542}, {'end': 2547.196, 'text': "So when you get done with this whole process, then just ask them, okay, this is what's happened.", 'start': 2541.293, 'duration': 5.903}], 'summary': 'Contractors can lead to increased billable hours and expanded job scope, resulting in potential 8-16 hour jobs.', 'duration': 28.302, 'max_score': 2518.894, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2518894.jpg'}, {'end': 2587.573, 'src': 'embed', 'start': 2562.9, 'weight': 2, 'content': [{'end': 2572.244, 'text': 'call back the point of contact and the person who had the problem and ask if the issue has been resolved or if there are any further problems.', 'start': 2562.9, 'duration': 9.344}, {'end': 2581.347, 'text': "So let's say if they need to replace a computer, you know, call them back in five days and did you get the new computer in?", 'start': 2573.444, 'duration': 7.903}, {'end': 2587.573, 'text': 'If I needed a new internet connection, it might take two weeks to get that in.', 'start': 2583.891, 'duration': 3.682}], 'summary': 'Follow up with point of contact and person with issue after 5 days for computer replacement and 2 weeks for new internet connection.', 'duration': 24.673, 'max_score': 2562.9, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2562900.jpg'}, {'end': 2768.641, 'src': 'embed', 'start': 2742.151, 'weight': 1, 'content': [{'end': 2746.173, 'text': 'So has anything changed? 95% of the time that will tell you what the problem is.', 'start': 2742.151, 'duration': 4.022}, {'end': 2749.355, 'text': "Oh, you're an idiot and I'm going to fix your problem.", 'start': 2746.513, 'duration': 2.842}, {'end': 2756.036, 'text': "Once you've done that, you then do self-diagnostics on the device.", 'start': 2751.494, 'duration': 4.542}, {'end': 2765.76, 'text': "And by doing those self-diagnostics, if you're not responsible for the device, you can give that information to the person who is and then, basically,", 'start': 2756.736, 'duration': 9.024}, {'end': 2768.641, 'text': "you can give them a leg up on what's going on.", 'start': 2765.76, 'duration': 2.881}], 'summary': 'Self-diagnostics can identify 95% of problems, aiding in quick solutions.', 'duration': 26.49, 'max_score': 2742.151, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2742151.jpg'}, {'end': 2878.97, 'src': 'embed', 'start': 2849.346, 'weight': 4, 'content': [{'end': 2851.047, 'text': "These are the steps that I've done.", 'start': 2849.346, 'duration': 1.701}, {'end': 2854.37, 'text': "This is how long it's taken and or how much it's cost.", 'start': 2851.388, 'duration': 2.982}, {'end': 2858.253, 'text': "I have either fixed the problem or I've handed it off to this person.", 'start': 2854.71, 'duration': 3.543}, {'end': 2869.205, 'text': "This person should be contacting you shortly to fill you in on what they're doing I have handed it off to them.", 'start': 2858.854, 'duration': 10.351}, {'end': 2872.407, 'text': 'So that tells everybody your responsibility is done.', 'start': 2869.505, 'duration': 2.902}, {'end': 2873.727, 'text': 'You have walked in.', 'start': 2872.847, 'duration': 0.88}, {'end': 2874.908, 'text': 'You have been very professional.', 'start': 2873.787, 'duration': 1.121}, {'end': 2876.309, 'text': 'You have communicated with people.', 'start': 2874.928, 'duration': 1.381}, {'end': 2878.97, 'text': 'You seem to have done your job very professionally.', 'start': 2876.629, 'duration': 2.341}], 'summary': 'Resolved issue, handed off to colleague, professional job done.', 'duration': 29.624, 'max_score': 2849.346, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2849346.jpg'}, {'end': 3014.56, 'src': 'embed', 'start': 2983.058, 'weight': 3, 'content': [{'end': 2985.279, 'text': 'That is troubleshooting methodology.', 'start': 2983.058, 'duration': 2.221}, {'end': 2990.342, 'text': 'If you learn how to do troubleshooting correctly, if you learn how to communicate,', 'start': 2985.76, 'duration': 4.582}, {'end': 2999.207, 'text': "you learn how to research and you learn how to very quickly narrow down to where problems are, you're going to do fine in this field.", 'start': 2990.342, 'duration': 8.865}, {'end': 3004.691, 'text': "If you can't get this through your head, I don't care how many certifications you have.", 'start': 3001.048, 'duration': 3.643}, {'end': 3010.534, 'text': "I don't care if you're the greatest CCIE to, I don't know, kiss.", 'start': 3004.851, 'duration': 5.683}, {'end': 3014.56, 'text': "It won't matter if you can't do troubleshooting.", 'start': 3012.619, 'duration': 1.941}], 'summary': 'Learning troubleshooting methodology and effective communication, research, and problem-solving is crucial for success in the field, regardless of certifications or expertise.', 'duration': 31.502, 'max_score': 2983.058, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2983058.jpg'}], 'start': 2493.252, 'title': 'Troubleshooting methodology', 'summary': "Emphasizes the importance of follow-up in troubleshooting, including the significance of asking 'is there anything else i can help you with?' for additional billable hours and the value of self-diagnostics. it also highlights the importance of troubleshooting methodology, emphasizing specific steps such as communicating with stakeholders and the critical role of troubleshooting and communication skills in the field.", 'chapters': [{'end': 2784.879, 'start': 2493.252, 'title': 'Troubleshooting methodology', 'summary': "Discusses the importance of follow-up in troubleshooting, including the significance of asking 'is there anything else i can help you with?' to contractors for additional billable hours, the necessity of calling back to confirm issue resolution, and the value of self-diagnostics in identifying problems.", 'duration': 291.627, 'highlights': ["The significance of asking 'Is there anything else I can help you with?' to contractors for additional billable hours and the potential for job expansion, turning a two-hour job into an eight or 16-hour job, illustrates the financial benefit of follow-up.", 'The necessity of calling back within a reasonable amount of time to confirm issue resolution, including examples of timelines for follow-up such as five days for replacing a computer and two weeks for a new internet connection, demonstrates the importance of not just forgetting about the people and acknowledging potential incorrect diagnoses.', "The value of self-diagnostics in identifying problems, including the importance of asking 'Has anything changed?' to uncover the source of 95% of problems, emphasizes the significance of providing valuable information to responsible individuals for effective troubleshooting."]}, {'end': 3055.348, 'start': 2784.879, 'title': 'Troubleshooting methodology', 'summary': 'Emphasizes the importance of troubleshooting methodology, including specific steps such as communicating with stakeholders, handing off tasks, and following up to ensure problem resolution, with the key point being the critical role of troubleshooting and communication skills in the field.', 'duration': 270.469, 'highlights': ['The significance of troubleshooting methodology and the critical role of communication and research skills in the field. ', 'The specific steps involved in troubleshooting, including communicating with stakeholders, handing off tasks, and following up to ensure problem resolution. ', 'The importance of communicating with stakeholders and providing detailed reports on problem resolution, ensuring professional conduct and accountability. ', 'The emphasis on the need for effective communication, research, and problem-solving skills in order to succeed in the field, surpassing the significance of certifications. ']}], 'duration': 562.096, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/PeOC16IxKwg/pics/PeOC16IxKwg2493252.jpg', 'highlights': ["The significance of asking 'Is there anything else I can help you with?' to contractors for additional billable hours and the potential for job expansion, turning a two-hour job into an eight or 16-hour job, illustrates the financial benefit of follow-up.", "The value of self-diagnostics in identifying problems, including the importance of asking 'Has anything changed?' to uncover the source of 95% of problems, emphasizes the significance of providing valuable information to responsible individuals for effective troubleshooting.", 'The necessity of calling back within a reasonable amount of time to confirm issue resolution, including examples of timelines for follow-up such as five days for replacing a computer and two weeks for a new internet connection, demonstrates the importance of not just forgetting about the people and acknowledging potential incorrect diagnoses.', 'The significance of troubleshooting methodology and the critical role of communication and research skills in the field.', 'The specific steps involved in troubleshooting, including communicating with stakeholders, handing off tasks, and following up to ensure problem resolution.', 'The importance of communicating with stakeholders and providing detailed reports on problem resolution, ensuring professional conduct and accountability.', 'The emphasis on the need for effective communication, research, and problem-solving skills in order to succeed in the field, surpassing the significance of certifications.']}], 'highlights': ['The importance of troubleshooting skills is emphasized over certifications and degrees, being more beneficial and profitable in the real world.', 'The need for caution and meticulousness when troubleshooting to avoid creating major problems while fixing minor ones.', 'Emphasizing the fragility of IT systems and the need to be cautious and meticulous in actions, such as tracing cables multiple times to ensure the correct one is pulled to avoid major issues.', 'Engage with the manager and employees to understand and resolve technical issues, ensuring a clear understanding of the problem by all parties involved.', 'Assess the impact on systems and prioritize the resolution of technical issues based on their significance and potential impact.', 'Effective troubleshooting involves considering the cost and timeframes, as evidenced by the example of choosing to purchase a new router to ensure timely payroll processing despite the associated expense.', 'Effective communication and time management are crucial in technology troubleshooting to ensure efficient problem-solving and client satisfaction.', 'Always under-promise, over-deliver to manage client expectations, even when facing technical issues, as it leads to better client satisfaction and trust.', "Clients are likely to be upset when facing technical issues, so it's important to accept their frustration and manage their expectations by under-promising and over-delivering.", 'Efficient communication with the person who complained is emphasized, including explaining the next steps and giving an approximate cost, potentially saving $1500 if the actual cost is lower than expected.', 'The importance of establishing early communication with vendors and service providers to expedite the troubleshooting process is emphasized, potentially saving time and resources.', 'The significance of identifying potential maintenance contracts early in the troubleshooting process is emphasized, allowing for prompt escalation and avoidance of unnecessary delays, ultimately saving time and ensuring efficient resolution.', 'Proactive research and communication can lead to quicker problem resolution, potentially reducing the time spent waiting for support by approximately two hours.', 'Conduct self-diagnostics on web server to check CPU usage, aiming for under 50% and identifying 100% CPU usage as a problem.', 'Emphasize value of performing self-diagnostics to provide valuable information to responsible personnel.', 'Highlight importance of progressing from basic self-diagnostics to fine-tuned troubleshooting, including checking for viruses, device driver functionality, and configuration errors.', 'Reporting process is crucial, involving handing off the problem, providing updates, and communicating with relevant stakeholders.', 'Technicians need to report to the person who reported the problem, the point of contact, and their boss to ensure everyone is informed and in the loop of communication.', "The significance of asking 'Is there anything else I can help you with?' to contractors for additional billable hours and the potential for job expansion, turning a two-hour job into an eight or 16-hour job, illustrates the financial benefit of follow-up.", "The value of self-diagnostics in identifying problems, including the importance of asking 'Has anything changed?' to uncover the source of 95% of problems, emphasizes the significance of providing valuable information to responsible individuals for effective troubleshooting.", 'The necessity of calling back within a reasonable amount of time to confirm issue resolution, including examples of timelines for follow-up such as five days for replacing a computer and two weeks for a new internet connection, demonstrates the importance of not just forgetting about the people and acknowledging potential incorrect diagnoses.', 'The significance of troubleshooting methodology and the critical role of communication and research skills in the field.', 'The specific steps involved in troubleshooting, including communicating with stakeholders, handing off tasks, and following up to ensure problem resolution.', 'The importance of communicating with stakeholders and providing detailed reports on problem resolution, ensuring professional conduct and accountability.', 'The emphasis on the need for effective communication, research, and problem-solving skills in order to succeed in the field, surpassing the significance of certifications.']}