CompTIA A+ Core 1 (220-1201)Hardware and Network TroubleshootingEasy
A user calls the help desk stating their laptop "just stopped working." The technician needs to gather more information before attempting any fixes. Which action best reflects the FIRST step of the CompTIA troubleshooting methodology?
- AAsk the user open-ended questions about what changed before the issue began
- BReinstall the laptop's operating system to rule out corruption
- CReplace the laptop's battery and power adapter as a precaution
- DEscalate the ticket to a senior technician immediately
Show answer & explanationAnswer & explanation
Correct answer: A. Ask the user open-ended questions about what changed before the issue began
The first step of the troubleshooting methodology is to identify the problem, which includes questioning the user and gathering information about recent changes, symptoms, and error messages. Jumping to repairs or escalation before understanding the problem wastes time and may miss the root cause.
Why the other options are wrong
- B. Reinstalling the OS is a corrective action taken later, not information gathering.
- C. Replacing hardware without diagnosis skips several required steps.
- D. Escalation should occur only after initial troubleshooting fails, not first.
Identify the Problem
The first step of the CompTIA troubleshooting methodology, involving gathering information from the user, identifying symptoms, and determining recent changes.
- Ask open-ended questions first
- Document symptoms and changes
- Avoid assumptions before gathering facts
Memory trick: "Investigate before you Innovate" — question first, fix second.