Question 1Core 1 · 5.0
Every time a desktop is unplugged overnight, it starts with the wrong date and time and the firmware settings back at their defaults. What should the technician replace?
The six troubleshooting steps
CompTIA lists these six steps in the Core 1 objectives as the way technicians should work. The current exams do not test the method itself, but every troubleshooting scenario assumes it.
| Where it appears | The 220-1201 objectives, as a best practice that is not scored |
|---|---|
| Steps | Six, always in the same order |
The steps
| Step | What it includes |
|---|---|
| 1. Identify the problem | Question the user, find out what changed, back up data before making changes |
| 2. Establish a theory of probable cause | Question the obvious; research if needed |
| 3. Test the theory to determine the cause | If confirmed, plan next steps; if not, form a new theory or escalate |
| 4. Establish a plan of action and implement the solution | Follow vendor instructions and consider the impact |
| 5. Verify full system functionality | Implement preventive measures if applicable |
| 6. Document findings, actions and outcomes | So the next technician can learn from the fix |
Why learn it if it is not scored
- Troubleshooting is the biggest Core 1 domain, at 28%, and its scenarios reward working in this order.
- It stops the classic mistakes: fixing before testing a theory, escalating too early, and skipping the backup when the user's data matters.
- Help desk interviews and real tickets use it every day.
Try 3 questions
Question 2Core 1 · 5.0
A desktop shuts down without warning during games but runs fine for email. The case fan is thick with dust. What is the most likely cause?
Question 3Core 1 · 5.0
A user can ping 8.8.8.8 successfully but cannot open any website by name. What is the most likely problem?
Next step
Questions people ask
Is the troubleshooting methodology on the A+ exam?
The 220-1201 objectives include it as a best practice but say the method itself is not tested. The troubleshooting scenarios still assume you work this way.
What is the first step of the CompTIA troubleshooting methodology?
Identify the problem: question the user, find out what changed and back up data before making changes.
What do you do if your theory is not confirmed?
Establish a new theory or escalate.
What is the last step?
Document the findings, actions and outcomes.