220-801 Question #870: Real Exam Question with Answer & Explanation

The correct answer is C: Establish a plan of action to resolve the problem.. In the CompTIA A+ troubleshooting methodology, once the cause of a problem has been identified and confirmed, the technician must establish a plan of action before making any changes to the system. This prevents uncoordinated or incomplete repairs.

Question

A customer's computer crashes consistently when a specific application is launched. The technician has looked at the computer and confirmed the cause of the crash. Which of the following is the NEXT troubleshooting step the technician should take?

Options

AVerify full system functionality.
BDocument the findings, actions, and outcomes.
CEstablish a plan of action to resolve the problem.
DQuestion the user and identify changes the user has made to the system.

Explanation

In the CompTIA A+ troubleshooting methodology, once the cause of a problem has been identified and confirmed, the technician must establish a plan of action before making any changes to the system. This prevents uncoordinated or incomplete repairs.

Common mistakes.

A. Verifying full system functionality is step six in the methodology and only occurs after the solution has already been implemented, not before.
B. Documenting findings, actions, and outcomes is the final step (step seven) and is performed after the problem is fully resolved and verified.
D. Questioning the user to identify changes is part of step one - identifying the problem - and has already been completed by the time the cause is confirmed.

Concept tested. CompTIA A+ troubleshooting step after confirming root cause

Reference. https://www.comptia.org/training/resources/exam-objectives/comptia-a-220-1102-exam-objectives

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