N10-005 · Question #758
A technician is troubleshooting a printing issue where some users in an office are unable to print. Which of the following should be the FIRST step in troubleshooting this issue?
The correct answer is B. Ask users if anything changed in their environment recently. The first step in any troubleshooting methodology is to gather information, which begins by asking users what changed in their environment.
Question
A technician is troubleshooting a printing issue where some users in an office are unable to print. Which of the following should be the FIRST step in troubleshooting this issue?
Options
- AReboot each of the workstations
- BAsk users if anything changed in their environment recently
- CAdvise users to move to a different office
- DPower cycle the printer
How the community answered
(36 responses)- A8% (3)
- B86% (31)
- C3% (1)
- D3% (1)
Why each option
The first step in any troubleshooting methodology is to gather information, which begins by asking users what changed in their environment.
Rebooting workstations is a corrective action and should not occur before the problem is fully identified and a theory established.
Identifying what changed recently is the critical first step because most issues stem from a recent modification - such as a driver update, policy change, or new software install. This aligns with CompTIA's troubleshooting methodology step of identifying the problem by gathering information from the user before taking any corrective action.
Advising users to move offices is disruptive and addresses no root cause; it is not a troubleshooting step.
Power cycling the printer is a corrective action that skips the identification and information-gathering phase entirely.
Concept tested: CompTIA troubleshooting methodology - identify the problem first
Source: https://www.comptia.org/training/resources/exam-objectives
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