220-1101 Question 22
Single answerHeadsetsA user in a call center reports that their headset works for listening to audio during softphone calls, but callers cannot hear their voice. The headset is connected to the PC with two separate 3.5 mm plugs: one green and one pink. The technician confirms the headset is fully plugged in and the softphone application is open. Which action should the technician take FIRST to resolve the issue?
- A
Verify that the pink microphone plug is connected to the PC's microphone input instead of the line-in jack
- B
Replace the headset with a USB headset because analog headsets do not support microphones reliably
- C
Disable the PC speakers in Device Manager so the headset microphone becomes the default input device
- D
Update the video card driver so the softphone application can detect the headset microphone
Show answer and explanation
Correct answer: A
Explanation
This question tests practical headset troubleshooting in a common support scenario. In A+ Core 1, candidates are expected to recognize standard audio connector usage and apply basic troubleshooting methodology. For analog PC headsets, the green 3.5 mm connector is normally used for headphones or speakers, while the pink 3.5 mm connector is used for microphone input. A line-in jack may look similar but serves a different purpose and typically will not work properly with a low-level microphone signal. The best first step is to verify correct port connection before moving on to software settings, driver investigation, or replacement. This aligns with standard troubleshooting best practices: identify the problem, establish a likely cause, and test the simplest fix first.
- A. Correct.
This is correct. On PCs with separate 3.5 mm audio jacks, the green plug is typically for headphone/audio-out and the pink plug is for microphone input. A common real-world issue is plugging the microphone into the wrong jack, especially line-in, which is designed for stronger audio signals from external devices rather than a headset microphone. Since the user can hear audio but cannot transmit voice, checking the microphone connection is the most appropriate first troubleshooting step.
- B. Incorrect.
This is incorrect. USB headsets can be useful, but there is nothing inherently unreliable about analog headset microphones. Replacing hardware before verifying basic physical connectivity is not an efficient or appropriate first step. CompTIA troubleshooting best practices emphasize checking the simplest and most likely causes first.
- C. Incorrect.
This is incorrect. Disabling the PC speakers would not cause the headset microphone to become the default input device. Audio output devices and audio input devices are configured separately in the operating system and applications. This option reflects a misunderstanding of how playback and recording devices are managed.
- D. Incorrect.
This is incorrect. The video card driver is unrelated to detection of a standard analog headset microphone connected through 3.5 mm audio jacks. While some systems use HDMI or DisplayPort audio associated with graphics hardware, that does not apply to a basic analog headset mic issue.