CompTIA Troubleshooting Quiz

What is the first step in the CompTIA troubleshooting model as discussed in the text?

• Establish a theory of probable cause

• Verify full system functionality

• Identify the problem

• Document findings

Which method is similar to the scientific method as applied to IT troubleshooting?

• Random trial and error

• Root cause analysis

• Education and training

• Escalation

What is a common first question to ask when identifying a problem according to the text?

• Is this a hardware or software issue?

• Has anything changed recently?

• What is your IP address?

• Can you restart the computer?

Which tool is frequently used to find solutions to IT problems?

• Printed manuals

• Google

• Encyclopedias

• Telephone support

What should you do after establishing a theory of probable cause?

• Implement a solution

• Document lessons learned

• Test the theory

• Escalate the issue

When should an issue be escalated according to the text?

• After a single attempt at resolution

• When it’s beyond your capabilities

• Before researching the problem

• Immediately upon receiving the ticket

What is the purpose of verifying full system functionality?

• To confirm the issue has been resolved

• To document findings

• To establish a theory

• To identify additional problems

What are the three options when establishing a plan of action?

• Repair, replace, or ignore

• Analyze, assess, or adjust

• Document, disseminate, or discard

• Question, qualify, or quantify

In troubleshooting, why is it important to duplicate the problem?

• To ensure the problem is real

• To question the user’s report

• To escalate the issue properly

• To replicate in different environments

What is the significance of documenting findings?

• It helps in future problem-solving

• It is mandatory for all IT certifications

• It impresses clients

• It ensures immediate resolution