220-802 · Question #989
A user cannot connect to their home wireless network. Which of the following should a technician do FIRST?
The correct answer is A. Identify user changes to the computer. CompTIA's troubleshooting methodology requires identifying the problem first, which begins with asking the user about any recent changes made to the computer before forming theories or plans.
Question
A user cannot connect to their home wireless network. Which of the following should a technician do FIRST?
Options
- AIdentify user changes to the computer
- BEstablish a plan of action to resolve the problem
- CEstablish a theory of probable cause
- DVerify full system functionality
How the community answered
(45 responses)- A89% (40)
- B7% (3)
- C2% (1)
- D2% (1)
Why each option
CompTIA's troubleshooting methodology requires identifying the problem first, which begins with asking the user about any recent changes made to the computer before forming theories or plans.
The first step in the CompTIA A+ troubleshooting process is to identify the problem, which explicitly includes questioning the user about recent changes such as software installs, updates, or configuration modifications. Gathering this information before proceeding ensures the technician has the necessary context to form an accurate theory of probable cause. Skipping this step can lead to wasted effort diagnosing symptoms rather than root causes.
Establishing a plan of action is step four in the CompTIA troubleshooting methodology and comes only after a theory has been confirmed.
Establishing a theory of probable cause is step two and must be informed by the information gathered in step one.
Verifying full system functionality is the final step and occurs only after a solution has been applied.
Concept tested: CompTIA A+ troubleshooting methodology step one
Source: https://www.comptia.org/training/resources/exam-objectives
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