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 perf

Question

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.

• A
  82% (37)
• B
  11% (5)
• C
  4% (2)
• D
  2% (1)

Explanation

After a ticket has been filed, the first step in the CompTIA troubleshooting methodology is to identify the problem-which means gathering information from the user, asking what has changed recently, and performing backups before making any changes. Option A aligns directly with this first step. Option B (asking about environmental/infrastructure changes) is part of gathering information but is a narrower subset of A, which is the more complete first action. Option C (requisitioning a new scanner) would be premature before any investigation. Option D (cleaning the scanner) is a possible fix but skips the information-gathering phase required first.

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