CompTIA A+ (220-901 & 902)

Lesson 8: Software Troubleshooting

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 What's in it for me

Troubleshoot operating system problems with appropriate tools

Troubleshoot common PC security issues with appropriate tools and best

practices

Troubleshoot common mobile OS and application issues with appropriate

tool

Troubleshoot common mobile OS and application security issues with

appropriate tools
Troubleshooting Operating System
8.1: Troubleshoot PC operating system problems with appropriate tools
 Common Symptoms of OS—Frozen Screen

Here are two crash screens and the solutions to resolve these problems:

Apple Pinwheel/Beach
Blue Screen of Death (BSOD) Solutions
Ball

• The bluescreen of • The Apple version of a • Try the last known

death freezes the frozen screen is known good configuration,
screen. as the Apple Pinwheel. system restore, or
• It protects the PC from • It is called the rollback driver.
getting damaged. Resource Contention. • You might need to use
the safe mode.
• If it a software issue,
you might need to
reinstall it on the
motherboard.
• Run a memory
diagnostics check
through the BIOS.
 Common Symptoms of OS—Failure to Boot

If the operating system cannot be found, then your PC will fail to boot
up.
This happens if the Boot loader file has been replaced or deleted or if
you are trying to load the boot file from an external source like USB drive
or optical drive.

You can try the following solutions:

• Remove any removable media from optical disc tray and USB drives.

• Run a start-up repair by using the Windows DVD or Recovery Disc.

• Go to the recovery console using the recovery disc.
• Try running commands like bootrec/rebuildbcd.
 Common Symptoms of OS—Improper Shutdown

Windows may not shut down properly owing to virus or bugs in a software.
Improper shutdown may be caused by hardware issues such as PSU problems.

Try the following solutions:

• Use the System Restore point to go to a time when you did not have these issues.
• Launch ‘start-up repair’ by hitting F8 on keyboard.
• Check your hardware ‘PSU’.
 Common Symptoms of OS—Missing GUI
Here are some issues related to missing graphical interface and the methods of resolving them:

Missing Graphical Interface Solution

• You cannot see the login
screen or desktop.
• You cannot get into the
operating system.
You can try the following
methods:
• Start in VGA Mode.
• Run the FC to check for
issues with the system.
• Update/rollback the driver
for the graphics card.
• Hit the F6 Key to get these
options.
• In Windows 10, insert the
recovery disc.
 Common Symptoms of OS—Missing NTLDR

When the Windows boot loader is missing, you will see the error
message “Missing Operating System”.
Missing
Operating
The bootloader is important since it starts the system. System

Some possible remedies are:

• Run the Start-up repair option.
• Go to the recovery console using the recovery disc.
 Common Symptoms of OS—Missing GRUB

The GNU GRAND Unified Bootloader (GRUB) is the Linux bootloader

file.
Error
The old version of Linux Loader is called LILO.

Missing GRUB happens when the OS overwrites the bootloader file.

Some possible remedies are:

• Use the Boot-repair LiveCD.

• Use the command line recovery console.
 Common Symptoms of OS—Device Fails to Start

A device may fail to start owing to a bad device driver.

This can also happen if a driver is not installed properly.
To resolve the issue, remove and replace the driver or rollback a driver.
 Common Symptoms of OS—Solution

Services can fail to start due to a bad/corrupt driver or bad hardware.

Here are some probable solutions:

• Reinstall the application.

• Go to Service option > Properties and switch on service manually.

• Confirm service dependencies.

 Common Symptoms of OS—Missing DLL

Here are some issues related to missing DLL and some probable remedies:

Missing DLL Message Solution

• DLL stands for Dynamic Link Windows file protection or

Library Windows resource protection:
• Many programs and • Preserves the DLL versions to
applications use this shared avoid conflicts
library file • Contains multiple versions of
• Applications use a specific DLL
DLL file
• You can view the DLL file in
Regedit
 Common Symptoms of OS—Compatibility Error
Certain pieces of equipment contain toxic waste, which you need to handle appropriately.

Compatibility Error:
• Occurs when files fail to open after double-clicking on them
• May occur when a file extension has been deleted

A few possible solutions are as follows:

Solutions! • Add the extension back on to the end of the file
• Hide extension to know file types
• Configure file association by going to Control panel/default programs applet

The Compatibility Tab:

• Runs any app as if it was on an older version of windows
• Can be accessed by right-clicking on an application and choosing ‘Compatibility tab’
 KNOWLEDGE
CHECK
Under which of the following conditions will you not be able to see the login screen or desktop?

a. Missing NTLDR

b. Missing GUI

c. Missing GRUB

d. Frozen Screen

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 KNOWLEDGE
CHECK
Under which of the following conditions will you not be able to see the login screen or desktop?

a. Missing NTLDR

b. Missing GUI

c. Missing GRUB

d. Frozen Screen

That’s correct. b

Explanation: If the GUI is missing, then you cannot see the login screen or desktop.

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 Common Symptoms of OS—Slow System

Slow system performance is a very common problem. Following are the symptoms of the problem and the
solutions to resolve it:

Slow System Performance Solution

• Is characterized by systems • Update windows with latest

not running at optimized
speed
• Slows down the system
continually
• Allows you to view your
system performance in the
Task Manager
• Can be the result of a virus
infection
• May throttle your CPU in
laptops to save power
patches
• Ensure that your system is
not running out of disk space
• Run anti-virus software
• Upgrade the memory
• Check the UEFI to see if the
CPU and memory are getting
overheated
 Common Symptoms of OS—Kernel Panic

Kernel Panic:

• Is specific to Linux and UNIX.

• Is a non-recoverable fatal error and the systems crash/freeze.

• May be caused by hardware fault or an operating system bug.

Follow these steps to resolve the issue:

• Reset Parameter RAM or PRAM in your Apple device.

• Press Command + Option + P + R.

 Common Symptoms of OS—Monitor Misalignment

Monitors should be next to each other in the properties tab.

If one is slightly higher, you will have to move the mouse to the top of the
screen to go to the next screen.

Align all monitors in a straight line to resolve this issue.

 OS Tools for Troubleshooting
The different editions of Windows Vista operating systems are:

System File Command Prompt

BIOS/UEFI Log Files Repair Disks
Checker (SFC)

• Tools associated with • SFC allows you to • In Windows OS, you • Is used to run many • You can create the
BIOS and UEFI check scan and repair can see errors in the different commands to recovery disc or use
the temperature and system files Event View help you view and the Windows DVD
current status of • The command • Boot errors are containing the repair
modify your operating
motherboards’ stored in disc
components prompt is system
sfc/scannow c:\windows\ntbtlog.t • Allows you complete • You can create a disk
• You can run basic xt in Windows OS in this location–
control over the OS
hardware tests and • In Linux OS, Control
• Can be used to enable Panel/Backup and
access networks and individual log files
USB drives and disable devices, restore a system
are stored in the–
/var/log folder create and format HDD repair disk
using diskpart
command, and repair
MBR
 OS Tools for Troubleshooting (contd.)
The different editions of Windows Vista operating systems are:
Pre-installation Environments
The Windows PE is a minimal
Windows operating system. You
can:
• Download it for free from the
Microsoft website
• Is used for troubleshooting
and recovery
• Can be used to capture an
image of your operating
system
MSConfig
MSConfig stands for Microsoft
System Configuration.
You can use it:
• To see the installed files in
your Operating System
• To change the Startup
programs
• For quick access to common
tools
• To view services that are
running, and to change boot
options

Some more operating system tools that we can use to fix issues are:
Disk Defrag
• This tool moves
fragmented files in a
logical order.
• It improves the read and
write process.
• The command prompt is
defrag.
• You can set up a weekly
defrag schedule by
going to Control
panel/administrative
tools/task scheduler.
Other OS Tools for Troubleshooting
REGEDIT/REGSRV32 Event Viewer Safe Mode
• These tools are used to • This is a central event • Use the Safe Mode to
edit the Windows log. load essential drivers
Registry. • It contains three very and programs that the
• The registry contains important logs – operating system needs
Kernel, drivers, services, Application, Security, to function.
apps, security, user and Setup Files • Press F8 Key on boot to
interface, and other • These logs provide access advanced
critical settings. information on options.
warnings, errors, critical
• You can use these tools
issues, successful
to import and export
audits, and failed
files. audits.
 Other OS Tools for Troubleshooting (contd.)
Some more operating system tools that we can use to fix issues are:

Uninstall/Reinstall/
Windows 8/10—Inbuilt Refresh Option Windows 8/10—Reset PC
Repair

• This tool helps you
perform a clean install
and factory reset on your
system.
• The Windows 8 or 10 • This option takes your
refreshes or reinstalls operating system back
Windows OS without to factory settings.
deleting personal files.
Remember to back up
your files before
selecting this option.
KNOWLEDGE
CHECK
Which of the following tools factory resets your system?

a. REGEDIT/REGSRV32

b. Event Viewer

c. Uninstall/Reinstall/Repair

d. Disk Defrag
 KNOWLEDGE
CHECK
Which of the following tools factory resets your system?

a. REGEDIT/REGSRV32

b. Event Viewer

c. Uninstall/Reinstall/Repair

d. Disk Defrag

That’s correct. c.

Explanation: The Uninstall/Reinstall/Repair tool performs a clean install and factory resets your system.

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Troubleshooting Common PC Security Issues
8.2: Troubleshoot common PC security issues with appropriate tools and best practices
 Pop-Ups

These look like legitimate pop-up blockers but may cause malware
infection.

To resolve pop-up blockers that cause malware infection:

• Ensure that your Pop-blocker is enabled in the operating system

settings

• Update your browser with latest features

• Scan for malware using your antivirus

 Browser Re-direction

At times you are taken to another site.

These sites look legitimate but are used to gain your information for
illegal activities.

This is done through DNS poisoning that changes your DNS record to go
to another IP address.

Some easy solutions are:

• Scan for viruses using anti-malware program

• Re-install the Brower or use System Restore

 Invalid Certificates and Slow Performances

Security alerts and slow performances are very common issues.

Security Alerts—Invalid Slow Performance Solutions

Certificates

• At times, the browser displays
error messages giving security
alerts.
• When you see invalid certificates,
click on the padlock to view the
certificate.
• You might find that the certificate
has either expired or is not signed
properly (un-trusted CA).
• Malware infections can cause • Run anti-virus or system restore
systems to slow down. from the recovery disc.
• Internet connectivity issues can
also be a result of such infections.
• Virus and malware can rename
system files, encrypt files, deny
access to files, and change file
permissions.
• They can control your system lock
down programs i.e. system
restore and updates.
 Operating System Lock-Up

Lock-ups include crashing and freezing of the operating system.

Check if you can move the mouse.
Also, select Caps Lock and Num Lock to see whether the status light
changes.

Some easy solutions are:

• In a Windows system, press Ctrl+Alt+Del to access the Task Manager

• In MAC OS X, force quit by pressing Command+Option+Esc
• Check log files for clues to the crash
• Carry out a virus scan
• Perform hardware diagnostics on CPU, RAM, and HD
 Common Symptoms of PC—Application Crash

When an application crashes: Software Failure

• It stops working
!
• It might display an error message

• It may just disappear

Some easy solutions are:

• Reinstall the application
• Update the application
• Check the application event log for clues to the crash
• Check the Reliability Monitors for errors
 Hacked E-mails

When your e-mails have been compromised, then it is called a hacked e-mail
address.

You know your e-mail address has been hacked when spam e-mails get sent to
your contacts.

You might start receiving odd replies from your contacts and get bounced e-
mail messages.

Change your e-mail password as soon as you become aware that your e-mail
address has been hacked.
 Rogue Antivirus

A rogue antivirus is a malware disguised as an antivirus.

Its job is to execute a virus.

An example is hoax Ransomware, which asks you to buy software or

subscribe to a service and takes your bank details in return.

Some easy solutions are:

• Always set your antivirus on

• Use only legitimate websites

• Do not click on random links

 Spam

Spam includes:

• Unsolicited e-mails
• Advertisements
• Phishing attacks
• Virus

SPAM DETECTED
To avoid PC spamming:

• Turn your junk filter on

• Do not give out your e-mail address randomly
 PC Tools for Troubleshooting
The various tools to combat virus attacks are:

Antivirus/Antimalwa System Restore

Recovery Console Terminal Snapshot
re

• Stops malware • Use this option if all • This is the UNIX and • System restore • For system
infection else fails Linux version of allows you to create restoration in Linux,
• Ensures that • You can use the command prompt restore points to go create snapshot
antivirus signatures recovery console to • Use it to modify back in time to using the LVM
are up-to-date operating system snapshot tool.
change system files correct issues
and disable services files, shut down the • You can delete • Allows to create an
PC, and start it up initial snapshot of
• It is located in the programs but not
• You can perform the full image and
recovery disk personal files then incremental
certain application • You can access it
configuration as snapshots of only the
through various changed portions of
well.
paths the image
 PC Tools for Troubleshooting (contd.)
The various tools to combat virus attacks are:

Pre-Installation MSCONFIG
Event Viewer Refresh/Restore Safe Boot
Environments

• Pre-installation • It is a centralized log The Refresh option: • This allows you to set Safe boot has the
environments allow database • Allows you to reinstall the option to boot into following options:
you to load the • It contains Windows safe boot mode when • Safe boot: Minimum—
minimum Windows information and error the PC loads next Loads only Windows
operating system • Keeps personal files
messages and settings essential components
• Use it for • Is only available in • Safe boot: Alternate
troubleshooting and shell— Does not
Windows 8/10
recovery access any network
• Safe boot: Active
The Restore option: Directory repair—
• Allows you to revert to Contains file explorer
a previous system and active directory
configuration
• Keeps personal
information intact
 Best Practice Procedure for Malware Removal
The best procedure for malware removal are:

Identify malware Quarantine infected Remediate infected

Disable system restore systems
symptoms system

• You can detect • Disconnect your • Disable the restore • Download the latest
malware through odd system from network point as malware can signatures
message being • Take out all infect it • Ensure that automatic
displayed with removable media • Do not take snapshot updates are enabled
unusual icons and • Do not transfer any of an infected image • Copy updates from
applications files another PC
• It also slows down the
system performance
 Best Practice Procedure for Malware Removal (contd.)
The best procedure for malware removal are:

Schedule scans and run updates Enable system restore Educate end user

• Schedule scans and run antivirus
• Install a standard antivirus
program like Microsoft,
Symantec, and McAfee
• Go into Safe Mode to run antivirus
• If all else fails, use the recovery
console
• This step is only applicable for
Windows OS
• Re-enable system restore and
create a restore point
• Educate users to make sure that
malware infections do not happen
again
• Choose any method of training
like one-to-one, posters, e-mails,
and login messages
KNOWLEDGE
CHECK
Which of the following tools is a centralized log database that contains information and error messages?

a. Safe Boot

b. Event Viewer

c. Terminal

d. Recovery Console
 KNOWLEDGE
CHECK
Which of the following tools is a centralized log database that contains information and error messages?

a. Safe Boot

b. Event Viewer

c. Terminal

d. Recovery Console

That’s correct. b.

Explanation: The Event Viewer is a centralized log database that contains information and error messages.

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Troubleshooting Common Mobile OS and Application Issues
8.3: Troubleshoot PC operating system problems with appropriate tools
 Common Symptoms—Mobile Devices
Here are some issues that you might face while working with mobile devices:
Dim Display
• Dim displays make it difficult to
see the display
Some common solutions are as
follows:
• Change brightness settings
• Replace the display or backlight
Cannot Broadcast to
Intermittent Wireless
External Monitor
• At times, you may get wireless • You cannot broadcast to a Smart
connectivity TV, Chromecast, or Apple TV
• It could also be that you get no
wireless connectivity, Wi-Fi, and
Some common solutions are as
Bluetooth
follows:
Some common solutions are as • Check app requirements
follows:
• Check that all devices are on the
• Move the device closer to the same network
access point
• Check connectivity between the
• Check the settings to see if devices
wireless is enabled
• Check the settings to see if you can
connect to the paired device
 Common Symptoms—Mobile Devices (contd.)
Here are some issues that you might face while working with mobile devices:

Touchscreen Non-responsive Unable to Decrypt Email Short Battery Life

• When you press the screen or • When this problem occurs, you • At times, battery runs out quicker
device buttons, nothing is cannot read e-mails. This is than expected
displayed mainly related to corporate e-
mails • This can result in bad reception

Some common solutions are as Some common solutions are as

follows: Some common solutions are as
• Restart Apple iOS – Hold power + follows:
Home button • Ensure that each user has a
• Restart Android – Hold power + private key
Down volume button • Install the key on every mobile
device using Mobile Device
Manager (MDM)
follows:
• Disable unnecessary features
including wireless, Bluetooth, and
GPS
• Check app usage in setting
• See whether the old battery needs
to be replaced
 Some Other Common Symptoms—Mobile Devices
Here are some other common issues that you might face while working with mobile devices:

Overheating Frozen Systems No Sound from Speakers

• Overheating results in hot phones • Frozen system means that the • No sound from speakers often
phone has crashed and it is non- results in no sound coming from
• It may also lead to automatic responsive
shutdowns phone

Some common solutions are as Some common solutions are as Some common solutions are as
follows: follows: follows:
• Change or update apps having • Try a soft/hard reset • Check your volume
high CPU usage • Do a factory reset • Insert the headphones and check
• Avoid direct sunlight for sound
• Avoid charging/discharging • Check the app settings
battery constantly • Do a factory reset
 Some Other Common Symptoms—Mobile Devices (contd.)
Here are some other common issues that you might face while working with mobile devices:
Inaccurate Touch Screen
Response
• This means that the screen is not
responding in its usual manner
Some common solutions are as
follows:
• Close some apps down
• Restart the device
• Replace the digitizer or reseat the
wires
System Lockout
• This means that you can not
access your phone
Some common solutions are as
follows:
• Avoid too many incorrect unlock
attempts
• Use your Google login to access
your Android device
• Remember that iOS allows you
delayed reattempt but locks down
after 10 incorrect attempts
• Take advantage of Windows
delayed re-attempts
Slow Performance
• Slow performance means that
apps are not launching or are
performing slow
Some common solutions are as
follows:
• Restart the phone
• Stop and restart the app
• Update the app
 KNOWLEDGE
CHECK
What is the key combination to restart an Apple iOS?

a. Power + Home button

b. Power + Down volume button

c. Power + Up volume button

d. Power + Any (Up or Down) volume button

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 KNOWLEDGE
CHECK
What is the key combination to restart an Apple iOS?

a. Power + Home button

b. Power + Down volume button

c. Power + Up volume button

d. Power + Any (Up or Down) volume button

That’s correct. a.

Explanation: The key combination to restart an Apple iOS is the Power + Home button.

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Troubleshooting Common Mobile OS and Application Security Issues
8.4: Troubleshoot common mobile OS and application security issues with appropriate tools
 Signal Drop/Weak Signal

A weak signal means that you do not have signal for phone usage or
Internet usage.

Some common solutions are as follows:

• Locate whether you are in a bad signal location
• Connect to a trusted hotspot
• Use the tether feature on your mobile to provide Internet access to
laptops Low Signal

• Run a speed test

Wi-fi Signal
 Power Drain

Power drain refers to battery running out quicker than usual. Power drain happens due
to:
• Heavy application usage
• Increased network usage

To avoid power drain:

• Close unnecessary apps
• Check power utilization in settings
• Run antimalware program
• Reinstall OS and do factory reset, if needed
 Slow Data Speed

Slow data speed means that your device is running slower than usual.
Unusual network activity can be a cause for this.

Some common solutions are as follows:

• Run the Wi-Fi analyzer tool to check for interference from neighbor
access points
• Run speed test
• Check network activity for each app
 Unintended Bluetooth Pairing

Unintended Bluetooth pairing refers to connecting to an unfamiliar device.

Some common solutions are as follows:

• Remove the device and then pair your device again
• Disable the Bluetooth
• Run an antivirus program
 Leaked Personal Files/Data

Leaked files mean that someone has unauthorized access to your device
(root access) or account.
Personal
Data

In case of a breach:

• Run an antivirus scan

Change
Your
• Check online sources including Apple iTunes, Google Sync, Password

Microsoft OneDrive

• Change password of online accounts

• Run factory reset, if all else fails

Unauthorized Location Tracking

Unauthorized location tracking refers to tracking of your location and location

history.

Some common solutions are as follows:

• Run an antivirus scan
• Check background apps
• Change password of cloud accounts
• Run factory reset, if all else fails
 Unauthorized Camera/Microphone Tracking

Unauthorized camera/microphone tracking:

• Refers to your camera and microphone getting switched on without your

permission

• Can be due to a third party app

• Is illegal

Some common solutions are as follows:

• Run an antivirus scan

• Download legitimate apps

• Run factory reset, if all else fail

 KNOWLEDGE
CHECK
Which of the following is a common solution to resolve slow data speed?

a. Locate whether you are in a bad signal location

b. Close unnecessary apps

c. Run an antivirus program

d. Run the Wi-Fi analyzer tool to check for interference from neighbor access points

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 KNOWLEDGE
CHECK
Which of the following is a common solution to resolve slow data speed?

a. Locate whether you are in a bad signal location

b. Close unnecessary apps

c. Run an antivirus program

d. Run the Wi-Fi analyzer tool to check for interference from neighbor access points

That’s correct. d

Explanation: If you have slow data speed on your mobile device, then run the Wi-Fi analyzer tool to check for interference from neighbor access points.

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Quiz
 QUIZ
Which of the following can be a possible cause for a missing GRUB in Linux?
1

a. A driver is not installed properly

b. If a driver or hardware is corrupt

c. Missing bootloader file

d. The OS overwrites the bootloader file

The correct answer is d

Explanation: The Linux version of missing NTLDR is known as GNU GRAND Unified Bootloader (GRUB). This problem occurs when the OS overwrites
the bootloader file.
 QUIZ
What do the Pre-Installation Environments allow you to do?
12

a. Allows you to load the minimum Windows operating system

b. Allows you to create an initial snapshot of the full image

c. Allows you to create restore points to go back in time to correct issues

d. Allows you to modify operating system files, shut down the PC, and start it.

The correct answer is a

Explanation: Pre-installation environments such as Windows PE allows you to load a minimum Windows operating system. You can use this for
troubleshooting and recovery.
 QUIZ
What common solution can you apply when you are unable to read your emails?
13

a. Disable unnecessary features including wireless, Bluetooth, and GPS.

b. Install a private key on every mobile device using MDM.

c. Check all devices are on the same network.

d. Replace the display or backlight.

The correct answer is b

Explanation: The users need a private key in order to decrypt the email. Therefore, these will need to be installed on every mobile device using MDM
or Mobile Device Manager.
 QUIZ
What are some of the possible causes of power drain of your mobile device?
14

a. Heavy application usage and increased network usage

b. Unusual network activity

c. Unauthorized access to your device (root access) or account

d. A third party app

The correct answer is a

Explanation: The problem with power drain is that your battery runs out quicker than usual. This can be from heavy application usage or increased network usage.

Troubleshooting tools for OS are BIOS/UEFI, SFC, log files,
command prompt, PE environments, MSCONFIG, Disk defrag,
REGEDIT/REGSRV32, event viewer, safe mode, and advanced
boot options.
Some tools that you can use to troubleshoot OS security issues
are antivirus, recovery console, terminal, snapshot, PE
environments, event viewer, MSCONFIG, and safe mode.
While working with mobile devices, you might face issues like dim
display, intermittent wireless, non-responsive touchscreen, short
battery life, overheating, frozen system, system lockout, and slow
performance.
Key Takeaways
Some common operating system issues include frozen screen,
failure to boot, improper shutdown, missing GUI, missing DLL,
1 and compatibility error.
2 You will need to troubleshoot PC security issues that include pop-
ups, browser redirection, invalid certificates, OS lock-up,
3 application crashes, hacked emails, and rogue antivirus.
4 Follow the best practice procedure for malware removal that
starts with identifying malware and ends with educating the
5 users.
6 Some common issues involving mobile security include weak
signal, power drain, slow data speed, unintended Bluetooth
7 pairing, leakage of personal data, and unauthorized data
tracking.
This concludes “Software Troubleshooting”.
The next lesson is “Operational Procedures”.