220-1102 Question 646
Single answerIssue descriptionA help desk technician receives a ticket that states only, "Computer is slow." The user is available by phone, but no other details are included in the ticket. According to CompTIA A+ Core 2 troubleshooting best practices, what should the technician do FIRST to handle the issue description appropriately?
- A
Begin malware removal steps because slow performance is commonly caused by spyware or viruses
- B
Ask the user clarifying questions to identify symptoms, recent changes, and when the slowdown occurs
- C
Escalate the ticket immediately because the issue description is too vague to troubleshoot remotely
- D
Reimage the computer to return it to a known-good state before collecting more information
Show answer and explanation
Correct answer: B
Explanation
The best answer is to ask clarifying questions first because CompTIA A+ troubleshooting methodology begins with identifying the problem. In practice, a weak issue description such as "Computer is slow" is not enough to choose an action safely. A technician should gather information about the exact symptoms, affected applications, timeline, recent changes, and business impact. This aligns with standard troubleshooting best practices used in IT support: establish the scope, identify recent changes, question the user, and verify obvious causes before proposing a solution. Acting too quickly on assumptions, such as treating the issue as malware or reimaging the system, can waste time and create unnecessary risk.
- A. Incorrect.
This is incorrect. Malware can cause slow performance, but starting remediation before gathering details skips the first step of the troubleshooting process: identifying the problem. A technician should first clarify the symptoms, scope, and timing rather than assuming a cause from a vague ticket.
- B. Correct.
This is correct. In A+ Core 2, the first troubleshooting step is to identify the problem. With a vague issue description such as "Computer is slow," the technician should ask targeted questions about what "slow" means, whether the issue affects startup, applications, or network access, when it began, and whether any recent software installs, updates, or hardware changes occurred.
- C. Incorrect.
This is incorrect. A vague ticket does not by itself justify escalation. A technician should first gather enough information to determine whether the issue can be reproduced, whether it is local or widespread, and what likely category of problem is involved. Escalation may be appropriate later if the issue exceeds support scope or requires higher-level access.
- D. Incorrect.
This is incorrect. Reimaging is a disruptive action that risks data loss and should not be performed before basic diagnosis. It may be considered only after identifying the problem, confirming backups and approval requirements, and determining that less invasive fixes are not appropriate.