A technician responds to a help desk ticket that indicates a user's workstation is not booting. The technician initially suspects a failed hard drive. The technician performs diagnostics and confirms

The correct answer is D. Consider another possible cause of the issue.. This question tests knowledge of the CompTIA troubleshooting methodology. The key step here is 'establish a theory of probable cause' and then test it. Once the original theory (failed hard drive) is disproven, the technician must NOT jump to solutions like reinstalling the OS (A

Hardware and network troubleshooting

Question

A technician responds to a help desk ticket that indicates a user's workstation is not booting. The technician initially suspects a failed hard drive. The technician performs diagnostics and confirms the hard drive is fully operational. Which of the following steps should the technician complete NEXT?

Options

AReinstall the operating system.
BConfigure a new RAID array.
CReport the status of the drive and close the ticket.
DConsider another possible cause of the issue.
ERestore the latest backup of the system.

How the community answered

(23 responses)

B
4% (1)
C
9% (2)
D
74% (17)
E
13% (3)

Explanation

This question tests knowledge of the CompTIA troubleshooting methodology. The key step here is 'establish a theory of probable cause' and then test it. Once the original theory (failed hard drive) is disproven, the technician must NOT jump to solutions like reinstalling the OS (A) or restoring a backup (E) without identifying the actual root cause. Closing the ticket (C) is wrong because the problem is still unresolved. Configuring a RAID array (B) is irrelevant. The correct next step per the troubleshooting methodology is to reconsider and identify a new probable cause before taking any corrective action.

Topics

#Troubleshooting methodology#Workstation boot issues#Problem isolation#Hardware diagnostics

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