220-802 · Question #979
A customer notices a problem with the track pad on their laptop. The technician questions the individual about recent changes, though none can be identified. The technician speculates that recent…
The correct answer is C. Confirm the theory. This question tests knowledge of the CompTIA A+ troubleshooting methodology. The steps in order are: (1) Identify the problem, (2) Establish a theory of probable cause, (3) Test the theory to determine the cause, (4) Establish a plan of action, (5) Implement the solution, (6)…
Question
A customer notices a problem with the track pad on their laptop. The technician questions the individual about recent changes, though none can be identified. The technician speculates that recent automatic updates to the laptop may have caused the hardware to malfunction. Which of the following steps should the technician take NEXT?
Options
- AEstablish a plan of action
- BTake steps to resolve the problem
- CConfirm the theory
- DQuestion the user further
How the community answered
(19 responses)- A5% (1)
- B11% (2)
- C74% (14)
- D11% (2)
Explanation
This question tests knowledge of the CompTIA A+ troubleshooting methodology. The steps in order are: (1) Identify the problem, (2) Establish a theory of probable cause, (3) Test the theory to determine the cause, (4) Establish a plan of action, (5) Implement the solution, (6) Verify full functionality, (7) Document findings. The technician has already identified the problem and formed a theory (automatic updates caused the malfunction). The NEXT step is to confirm (test) that theory-for example, by checking update history and rolling back a driver update-before creating a plan of action or implementing a fix.
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