220-1101 · Question #922
A user reports that a software application functioned as expected the previous day, but this morning, the user is unable to launch the application. Which of the following describe what the technician
The correct answer is B. Identify any changes the user has made. CompTIA's troubleshooting methodology starts with identifying the problem-a key part of which is determining what changed. Since the application worked yesterday but not today, the most logical next step is to ask the user what changed (updates, new software, settings changes, Wi
Question
A user reports that a software application functioned as expected the previous day, but this morning, the user is unable to launch the application. Which of the following describe what the technician should do next?
Options
- AResearch the symptoms
- BIdentify any changes the user has made
- CDetermine which steps need to be performed.
- DCheck the vendor's website for guidance.
How the community answered
(32 responses)- A6% (2)
- B81% (26)
- C9% (3)
- D3% (1)
Explanation
CompTIA's troubleshooting methodology starts with identifying the problem-a key part of which is determining what changed. Since the application worked yesterday but not today, the most logical next step is to ask the user what changed (updates, new software, settings changes, Windows updates, etc.). This follows the standard troubleshooting step: 'Question the user and identify user changes.' Researching symptoms and checking vendor websites come later after gathering information. Determining steps to perform is premature until the problem is fully understood.
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