A user contacts the help desk in reference to a failing thumbprint scanner. The user states the scanner was functioning correctly yesterday. Which of the following troubleshooting steps should be performed FIRST after the ticket has been filed?
always read the book guys.
Always consider corporate policies, procedures, and impacts before implementing changes.
1. Identify the problem.
Gather information from the user, identify user changes, and, if applicable, perform backups before making changes.
Inquire regarding environmental or infrastructure changes.
2. Establish a theory of probable cause (question the obvious).
If necessary, conduct external or internal research based on symptoms.
3. Test the theory to determine the cause.
Once the theory is confirmed, determine the next steps to resolve the problem.
If the theory is not confirmed, re-establish a new theory or escalate.
4. Establish a plan of action to resolve the problem and implement the solution.
Refer to the vendor's instructions for guidance.
5. Verify full system functionality and, if applicable, implement preventive measures.
6. Document the findings, actions, and outcomes.
so the answer is this case would be A
A
When troubleshooting, the first step is to gather information. Asking the user about any changes that occurred since the scanner was last working can help identify the root cause quickly. For example:
A.https://www.examtopics.com/exams/comptia/220-1101/view/5/# Inquire about possible changes. as first Step and D as second step... never trust what users say.. they are not Comptia a+ certified.
A - every other option is too advanced/requires change to the computer instead of looking at what's going wrong with the laptop. And it's one of the simplest options to chose from.
A. Inquire about possible changes - This step is important because it helps to determine if any changes have occurred that may have caused the issue with the thumbprint scanner. For example, the scanner may have been updated with new software or the user may have changed their settings, which could be causing the issue. This step allows the technician to gather information that can help to identify the root cause of the issue.
Cleaning is a plan of action. This question is obviously about the troubleshooting process. Asking about any changes comes way before implementing a plan.
This question is testing whether the technician questions the obvious, and can identify the problem. The user has contacted the help desk so the technician isn't even there yet at the computer. Cleaning the hardware would be implementing a plan of action and assume you already have established a theory of probable cause, which you haven't as you've not completed the information gathering stage. Therefore, ask what has changed.
D is the perfect answer. Resolving issues with finger print hardware basically start with cleaning the surface of the scanner of dirt. Before looking into hardware damage or Usb issue or networking issue or software issues.
I could very well be reaching here, BUT are we to assume that there are no possible changes? I say this because the user reported efficiency from a previous day. So why WOULDN'T they mention any significant changes? Especially since there are problems now;/
In addition, you cannot clean the fingerprint flatbed when tickets are just opened. You want to get more information first, then ask the user to do simple instructions such as D to eliminate possible causes.
Though that is just my opinion
Can someone explain why A is the answer? Wouldn't the best step be to wipe the screen so that it can work? Then if that doesn't work, you would choose choice A?
Because the question is asking what to do FIRST after the ticket has been filed. Step 1 of the CompTIA troubleshooting process is to identify the problem, and a part of that is asking if any changes were made to the scanner before the ticket was filed. As a technician, you cannot just immediately assume that there is a problem with the scanner without gathering as much information as possible.
Remember that you and I are taking a CompTIA exam. Sure, wiping the screen is the practical choice, but you HAVE to follow their troubleshooting steps in order to pass the exam.
1. Identify the problem:
a. Gather information from the user, identify user changes, and, if applicable, perform backups before making changes.
Begin documentation.
b. Inquire regarding environmental or infrastructure changes
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