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220-1101 · Question #18
220-1101 Question #18: Real Exam Question with Answer & Explanation
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Hardware and network troubleshooting
Question
A user contacts the help desk in reference to a failing thumbprint scanner. The user states the scanner was functioning correctly yesterday. Which of the following troubleshooting steps should be performed FIRST after the ticket has been filed?
Options
- AGather information from the user, identify user changes, and, if applicable, perform backups
- BInquire regarding environmental or infrastructure changes.
- CRequisition a new scanner.
- DAttempt to clean the scanner.
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Topics
#Troubleshooting methodology#Help desk procedures#Hardware diagnostics#Biometric devices