CompTIA A+ Core 1 (220-1201)Hardware and Network TroubleshootingEasy
A user reports that a desktop will not boot to the operating system. A technician confirms the issue is real by attempting to reproduce it, then gathers information from the user about recent changes. What should the technician do NEXT according to the CompTIA troubleshooting methodology?
- AEstablish a theory of probable cause
- BDocument findings and outcomes
- CVerify full system functionality
- DImplement the solution
Show answer & explanationAnswer & explanation
Correct answer: A. Establish a theory of probable cause
After identifying the problem (reproducing the issue and gathering information), the next step in the methodology is to establish a theory of probable cause before testing that theory.
Why the other options are wrong
- B. Documentation happens at the very end of the process.
- C. Verification occurs only after the solution has been implemented.
- D. A solution cannot be implemented before a theory is tested and a plan is made.
CompTIA Troubleshooting Methodology
A standardized six-step process technicians follow to resolve IT issues consistently: identify problem, establish theory, test theory, establish plan of action, implement solution, and document.
- Step 1: Identify the problem (question user, reproduce issue)
- Step 2: Establish a theory of probable cause
- Final step: Document findings, actions, and outcomes
Memory trick: 'I Eat Tacos To Impress Vegans' = Identify, Establish theory, Test theory, plan of action, Implement, Verify/document.