CompTIA A+ Core Certification: The Basics of Hardware and Network Troubleshooting 1 - Troubleshooting Methodology

This guide covers the seven A+ 220-1101 exam objectives related to best practice troubleshooting methodology; troubleshooting common problems with motherboards, RAM, CPUs, and power; troubleshooting storage drives and RAID arrays; troubleshooting video, projector, and display issues; troubleshooting common mobile device issues; troubleshooting and resolving printer issues; and troubleshooting wired and wireless network problems.

This exam domain may comprise 29 percent of the exam questions and consists of the following specific objectives:
- Core 1 (220-1101): Objective 5.1: Given a scenario, apply the best practice methodology to resolve problems.
- Core 1 (220-1101): Objective 5.2: Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU, and power.
- Core 1 (220-1101): Objective 5.3: Given a scenario, troubleshoot and diagnose problems with storage drives and RAID arrays.
- Core 1 (220-1101): Objective 5.4: Given a scenario, troubleshoot video, projector, and display issues.
- Core 1 (220-1101): Objective 5.5: Given a scenario, troubleshoot common issues with mobile devices.
- Core 1 (220-1101): Objective 5.6: Given a scenario, troubleshoot and resolve printer issues.
- Core 1 (220-1101): Objective 5.7: Given a scenario, troubleshoot problems with wired and wireless networks.

Key Topics To Know:
Inside the Printer
Multipage Misfeed
Garbled Print
Vertical Lines on Page
Multiple Prints Pending in a Queue
Releasing a Print Queue
Clearing Select Print Jobs or All Print Jobs in a Queue
Speckling on Printed Pages
Incorrect Chroma Display
Grinding Noise
Finishing Issues
Incorrect Page Orientation
Print Logs
Network Troubleshooting
No Connectivity
External Interference and Intermittent Wireless Connectivity
Slow Network Speeds
Limited Connectivity
Latency and Jitter
Poor Voice over Internet Protocol (VoIP) Quality
Port Flapping

220-1101 Objective 5.1: Given a scenario, apply the best practice methodology to resolve problems.
The term methodology often confuses people. In the IT world, it means a collection of systematic approaches to solving technical problems. Because computers and mobile devices are complex, any given problem could have multiple symptoms and several possible causes. To solve computer and mobile device problems, technicians need a proven and effective troubleshooting approach. CompTIA has traditionally defined a basic six-step theory as a best practice approach.

The steps help you find the source of a problem, find the solution, and prevent recurrences.

Table: The Six-Step CompTIA Troubleshooting Methodology

Note: Always consider corporate policies, procedures, and impacts before implementing changes.

As you attempt to troubleshoot computer issues, think in terms of this six-step process. Plug the problem directly into these steps. If you test a theory in step 3 and that the theory is disproven, return to step 2 and develop another theory. Continue in this manner until you have found a theory that points to the problem. After you solve the problem and verify functionality (steps 4 and 5), be sure to document what happened (step 6) so that you or another technician can more quickly solve a similar problem in the future.

This sample scenario involves following the previously outlined steps.
You take a call from a coworker who is unable to access an Adobe application needed to edit documents.

A support ticket is opened and you begin the troubleshooting process.

• You ask a few questions to clarify the problem and are able to determine that the user was able to use the application earlier in the day at home. The problem started after they returned home from a work meeting at a local coffee shop. Their access to the application was denied. Further questions help you understand that the user took their company laptop to the coffee shop and did a little work on the public network while waiting for the meeting to start.
• You are aware that the Adobe application has a limited user license on the network and that the user must be on the company network or attached via a VPN to authenticate for the license. You suspect that changing from a VPN connection, to the corporate network, to a public network at the coffee shop was part of the problem.
• You ask the user if they checked the VPN status since joining the public network at the coffee shop. They are unsure, so they check the VPN app to check the status. They are not connected.
• You have the user log back on to the VPN and try to access the licensed application.
• Success! The user can use the application and return to work.
• You advise the user that leaving their home network and then using the public network likely disconnected them from the VPN. You caution that public networks can also cause security issues and advise them that, if possible, they should keep the company laptop off public networks. You document the conversation on the help ticket, and the task is complete.