220-1102 Question 641
Single answerDescription of issuesA technician is documenting a user's problem before escalating it to a senior administrator. The user says, "My laptop keeps losing connection to the office Wi-Fi, and sometimes Outlook freezes right after I reconnect." The technician has already confirmed the issue occurs in two different conference rooms and noted the laptop model and Windows version. Which additional detail would be MOST important to include in the description of the issue to improve troubleshooting accuracy?
- A
The exact time, frequency, and conditions under which the disconnects and freezes occur
- B
The technician's opinion that the wireless adapter is probably defective
- C
A recommendation to replace the laptop if the problem continues
- D
The user's job title and department budget code
Show answer and explanation
Correct answer: A
Explanation
The best answer is the option that strengthens the issue description with objective troubleshooting data: exact timing, frequency, and triggering conditions. In A+ Core 2, documenting and describing issues clearly is part of effective troubleshooting and escalation. High-quality issue descriptions typically include symptoms, when the problem started, whether it is intermittent or constant, what changed, affected applications, environmental patterns, and whether the issue can be reproduced. This aligns with CompTIA's troubleshooting methodology, especially the step to identify the problem by gathering information from the user and examining obvious symptoms. Avoid including guesses or recommendations in the initial issue description unless they are supported by evidence.
- A. Correct.
Correct. A strong problem description includes specific, objective details such as when the issue happens, how often it occurs, and what conditions trigger it. In this scenario, knowing whether the disconnect occurs only after sleep, during roaming, when signal strength changes, or at certain times of day helps identify patterns and supports accurate escalation. CompTIA troubleshooting best practices emphasize identifying the problem by gathering information, questioning users, and determining whether anything has changed.
- B. Incorrect.
Incorrect. This is a premature conclusion rather than a description of the issue. Good documentation should avoid assumptions before evidence supports them. Including an unsupported diagnosis can mislead the next technician and cause time to be wasted investigating the wrong component.
- C. Incorrect.
Incorrect. This is a proposed action, not part of accurately describing the issue. Replacement may or may not be appropriate later, but the issue record should first focus on symptoms, scope, and reproducible conditions rather than jumping to a solution.
- D. Incorrect.
Incorrect. While user identity can matter for ticket ownership or contact purposes, the department budget code does not meaningfully improve the technical description of the problem. It does not help establish symptoms, scope, environmental factors, or patterns related to the Wi-Fi disconnects and Outlook freezing.