220-1101 Question 404
Single answerData loss/corruptionA user reports that several Word and Excel files on a desktop PC open with errors, some file names appear as random characters, and recently saved documents are missing from a shared project folder stored on the local drive. The system has also frozen twice this week during large file transfers. You suspect data corruption related to a failing storage device. Which action should the technician take FIRST to reduce the risk of additional data loss while beginning troubleshooting?
- A
Run CHKDSK with repair switches on the affected drive immediately
- B
Defragment the drive to reorganize damaged file fragments before testing
- C
Back up accessible user data and avoid unnecessary writes to the drive
- D
Reinstall Microsoft Office to correct file association and application errors
Show answer and explanation
Correct answer: C
Explanation
In an A+ Core 1 troubleshooting scenario involving possible data loss/corruption, the technician should prioritize data preservation. Symptoms like corrupted file names, missing files, and system freezes during file transfers commonly point to storage or file system problems, potentially including a failing HDD or SSD. Standard best practice is to back up accessible data first and avoid unnecessary write operations before running repair utilities. After data is protected, the technician can continue with diagnostics such as checking SMART/drive health information, reviewing system logs, using vendor diagnostics, and then deciding whether file system repair tools like CHKDSK are appropriate. This approach aligns with general CompTIA troubleshooting methodology: identify the problem, establish a theory, and protect the user's data before taking corrective actions that may be destructive or stress failing hardware.
- A. Incorrect.
Running CHKDSK with repair options can sometimes help correct file system errors, but on a drive that may be physically failing, it is not the best first step. Repair operations write changes to disk and can increase stress on unstable media, which may worsen data loss before important files are secured.
- B. Incorrect.
Defragmenting is not appropriate for a suspected failing drive. It causes extensive read/write activity and can accelerate failure or increase corruption. It also does not fix hardware problems or recover corrupted files in a safe first-response manner.
- C. Correct.
This is the correct first action. When symptoms suggest possible drive failure and data corruption, best practice is to preserve recoverable data before performing invasive diagnostics or repair steps. Minimizing writes helps reduce the chance of further corruption while the technician secures accessible files and prepares for hardware testing or replacement.
- D. Incorrect.
Reinstalling Office addresses application-level issues, not symptoms such as random file names, missing saved files, freezes during transfers, and suspected storage corruption. The problem is more consistent with file system or disk issues than with Office itself.