A technician receives a call that a remote user's laptop is not powering up. Before going to the user's site, which of the following should the technician advise?

Question

Options

• ARemove the battery and A/C adapter and depress the power button for ten seconds. Reconnect
• BRemove the battery and test it in a known good laptop of the same model to ensure it is in a fully-
• CAsk the user if the laptop is plugged into a power strip that also powers a high-draw device, such
• DAsk the user what USB devices they normally have plugged in and ensure they are plugged in to

• A
  75% (43)
• B
  12% (7)
• C
  9% (5)
• D
  4% (2)

Explanation

Before making a site visit, the technician should have the user perform a hard reset: remove the battery, unplug the AC adapter, and hold the power button for approximately 10 seconds. This discharges any residual electrical charge stored in capacitors on the motherboard, which can sometimes cause the laptop to become unresponsive or fail to power on. Reconnecting the AC adapter (without the battery) and attempting to power on afterward can resolve the issue without a physical visit. This is a safe, simple, first-line remote troubleshooting step that costs nothing and may resolve the issue immediately.

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