CompTIA A+ & N+ Troubleshooting Quiz

Troubleshooting Process Quiz

1 / 5

A user has just arrived at the scene of a crime. The office printer is in 1000 pieces and, laying on the floor, there is a baseball bat that bears Steve from Accountings name. You have confirmed and identified that the printer clearly does not work. What troubleshooting step makes the most sense next?

Establish a theory of probable cause. Start asking if anyone in accounting saw Steve use the baseball bat on the printer. If so, educate Steve on the importance of submitting IT tickets instead of taking matters into his own hands.

Test the theory of the baseball bat problem. Find another printer to beat and see if your test produces similar results.

Establish a plan of action to resolve the problem. Order a new printer.

Implement the solution or escalate as necessary. Try to put the printer back together or bring the pieces to your boss.

2 / 5

You’ve determined that the router isn’t working because someone reset it to factory settings. What step should you do next?

Establish a plan of action to reconfigure the router. In your plan of action, include setting a strong password to prevent unauthorized resets. At this point in the process, your plan should also include listing down all of the settings that will be required during the reconfiguration of the router.

Test the theory by resetting it again for fun.

Implement the solution by reconfiguring the router. At this point in the process, you need to restore network connectivity in a timely manner. During the reconfiguration, be sure you are restoring the router back to the settings it had initially so as not to disrupt the services of printers or any other network attached devices.

Document findings. Write down, “Router is having an identity crisis.”, then turn your documented findings into your manager so he can figure out what should you do.

3 / 5

The CEO reports that an external hard drive you supplied isn’t being detected by his computer. He then tells you he's going to move your office to the broom closet if you don't resolve the issue. You’ve established a theory that the drive might not be receiving enough power. What step should you do next?

Establish a plan of action. Replace the hard drive with a USB stick and hope they don’t notice.

Implement the solution. Suggest the user carry a car battery around for additional power.

Test the theory. Connect the hard drive to another USB port or use a powered USB hub to see if it works.

Document findings. Write, “Hard drive feeling neglected by weak USB port.”

4 / 5

You’ve just resolved a user’s complaint that their monitor wasn’t working by reconnecting the loose video cable. After, checking that their computer setup is now working as it should, what should you do next?

Test the theory again to make sure the cable still works.

Document findings. Note that the cable was loose and recommend checking connections before submitting future tickets.

Implement another solution, just in case.

Blame Steve from Accounting for sabotaging the monitor.

5 / 5

You’ve just reconnected a loose Ethernet cable to restore a user’s internet connection. What should you do next?

Document findings. Note that in this instance, a faulty connection was at fault. Also note that checking and reseating network connections is something that technicians should always do before purchasing new cable. This is often the fastest and most cost effective solution. Documenting this could help educate other technicians or end users in the future.

Blame the cable for being uncooperative. Even if the user rolled over the cable with their chair, you should never blame the user.

Escalate the issue to NASA for satellite testing.

Verify full system functionality by ensuring the user can access websites and send emails.

Your score is

The average score is 80%

0%