5.1 - The CompTIA troubleshooting methodology
CompTIA A+ Core 1 objective 5.1 is the six-step troubleshooting methodology, and the exam cares deeply about the order. First, identify the problem (gather information, question the user). Second, establish a theory of probable cause. Third, test the theory to determine the cause; if it fails, establish a new theory or escalate. Fourth, establish a plan of action and implement the solution - often backing up data and considering policies and impact before making changes. Fifth, verify full system functionality and apply preventive measures. Sixth and finally, document findings, actions and outcomes. Expect questions that give a step and ask what comes next, name the first or last step, or ask what to do before changing a system. Memorising the order is worth easy marks, because the exam loves to ask what comes next.
Order: 1) Identify the problem 2) Theory of probable cause 3) Test the theory 4) Plan + implement (back up first) 5) Verify + prevent 6) Document. First = identify; last = document.
Practice questions
1. After establishing a theory of probable cause, which TWO are valid next moves in the CompTIA methodology? (Choose two.)
- Test the theory to determine the cause (correct answer)
- Document the outcome and close the ticket
- If it fails, escalate or form a new theory (correct answer)
- Educate the user on the fix
After forming a theory you test it; if the theory is not confirmed you establish a new theory or escalate.
2. In the CompTIA methodology, what should you often do BEFORE making changes to a system?
- Nothing needs doing beforehand
- Back up data and consider policies/impact (correct answer)
- Reinstall the whole operating system
- Physically replace the system drive
Before changes: back up data and consider corporate policies, procedures and the impact of your actions.
3. After verifying full system functionality, what is the FINAL methodology step?
- Establish a theory of probable cause
- Document findings, actions, and outcomes (correct answer)
- Test the theory of probable cause
- Identify the originally reported problem
The last step is to document findings, actions and outcomes — feeding the knowledge base and future troubleshooting.
4. What is the FIRST step of the troubleshooting methodology?
- Immediately implement the chosen fix
- Identify the problem (gather info, ask user) (correct answer)
- Document the final outcome and actions
- Verify full system functionality first
Start by identifying the problem: gather information, question the user, back up, and note recent changes.
5. What is the FIRST step of the CompTIA troubleshooting methodology?
- Identify the problem (correct answer)
- Implement the solution
- Document findings
- Verify full functionality
The methodology begins with 'Identify the problem' (gather info, question the user, back up). Documentation is the LAST step.
6. You have implemented a fix. According to the methodology, what comes next?
- Only document the fix's outcome
- Simply ignore the whole thing entirely
- Verify functionality and prevent recurrence (correct answer)
- Close the ticket without any final checks
After implementing, verify full functionality and apply preventive measures, THEN document findings, actions and outcomes.