220-1102 Question 776
Single answerOffer repair/replacement options, as neededA user brings in a 4-year-old business laptop that has become increasingly unstable. During troubleshooting, you document repeated storage read/write errors, multiple failed boots, and SMART warnings indicating the drive is likely to fail soon. The user says the laptop contains important local files and asks whether you can "just fix it quickly" because they need it for work tomorrow. What is the BEST recommendation to provide next?
- A
Run CHKDSK and return the system to the user if it boots successfully, since the immediate problem is resolved
- B
Recommend backing up the data immediately and replacing the failing drive, then restoring the data or reinstalling the OS as needed
- C
Reimage the existing drive to clear file corruption and continue using the current hardware until it fails completely
- D
Update the BIOS and storage controller drivers first, because SMART warnings are commonly caused by outdated firmware rather than hardware failure
Show answer and explanation
Correct answer: B
Explanation
The best course of action is to advise the user to back up data immediately and replace the drive. In A+ Core 2 service scenarios, technicians are expected not only to troubleshoot but also to recommend appropriate repair or replacement options based on documented evidence. SMART alerts, failed boots, and repeated storage errors strongly suggest physical drive failure rather than a simple software issue. Industry best practices from drive manufacturers and general IT support procedures treat SMART failure indicators as serious warnings to secure data and replace the disk promptly. Temporary tools such as CHKDSK may help assess damage or recover usability briefly, but they are not a substitute for replacing failing hardware.
- A. Incorrect.
This is incorrect. CHKDSK may identify and isolate file system errors or bad sectors, but it does not repair a physically failing drive. If SMART warnings and repeated read/write failures are present, best practice is to treat the storage device as unreliable. Returning the system without recommending replacement risks data loss and repeat failure.
- B. Correct.
This is correct. When diagnostics indicate imminent drive failure, the technician should recommend immediate backup of user data and replacement of the drive. After replacement, the technician can restore from backup, clone if still safe and feasible, or reinstall the operating system. This aligns with standard support practice: protect data first, then replace failing hardware rather than attempting a temporary software-only fix.
- C. Incorrect.
This is incorrect. Reimaging addresses software corruption, not underlying hardware degradation. A failing drive may not reliably complete imaging, installation, or future boot cycles. Choosing this option reflects the misconception that OS corruption is the root cause even when hardware diagnostics point to imminent storage failure.
- D. Incorrect.
This is incorrect. Firmware and driver updates can be valid troubleshooting steps in some cases, but they are not the best next recommendation when SMART warnings and read/write failures already indicate probable media or hardware failure. Relying on updates in this scenario delays the urgent task of data protection and hardware replacement.