220-1102 Question 795
Single answerGathering of information/dataA user reports that their company-issued laptop becomes "very slow" several times a day, especially when they are on video calls and using a web-based CRM. The issue does not happen every day, and the technician cannot reproduce it during a quick desk-side visit. Following CompTIA A+ Core 2 troubleshooting best practices for gathering information/data, which action should the technician take FIRST to collect the most useful information before attempting fixes?
- A
Ask the user to describe exactly when the slowdown occurs, what applications are open, what error messages or symptoms appear, and whether any recent changes were made
- B
Reimage the laptop to eliminate the possibility of operating system corruption
- C
Replace the laptop's RAM because video conferencing and browser-based applications commonly use significant memory
- D
Disable startup applications and browser extensions to reduce system load
Show answer and explanation
Correct answer: A
Explanation
This question focuses on the A+ Core 2 objective of gathering information/data as part of structured troubleshooting. CompTIA troubleshooting best practices begin with identifying the problem: question the user, gather information about symptoms, determine whether anything has changed, and, when appropriate, duplicate the issue. In a real-world intermittent performance case, the technician should first build a clear symptom history rather than immediately replacing parts or applying fixes. Relevant best practices also align with common vendor and enterprise support procedures, which emphasize documenting the problem, collecting the exact conditions under which it occurs, and noting recent environmental, software, or configuration changes before remediation.
- A. Correct.
Correct. In the CompTIA troubleshooting methodology, the first step is to identify the problem, which includes gathering information from the user, identifying symptoms, determining whether anything has changed, and establishing when the issue occurs. Because the problem is intermittent and not currently reproducible, detailed user questioning is the most effective first action. This helps the technician collect context such as timing, workload, network conditions, and recent software or configuration changes before making assumptions.
- B. Incorrect.
Incorrect. Reimaging is a disruptive corrective action, not an information-gathering step. Performing it first ignores the need to identify the problem and establish a probable cause. It also risks data loss, unnecessary downtime, and failure to address the actual issue if the root cause is related to network conditions, browser behavior, or a specific application workflow.
- C. Incorrect.
Incorrect. While insufficient RAM could contribute to slow performance, replacing hardware before gathering data is premature. This option reflects a common mistake: jumping to a likely cause based on symptoms alone. A technician should first determine whether memory usage is actually high during the reported events and whether the slowdown correlates with specific applications or conditions.
- D. Incorrect.
Incorrect. Disabling startup items and browser extensions may be a valid later troubleshooting step, but it is still a change to the system made before enough information has been collected. Making changes too early can mask the original issue and make it harder to isolate the true cause, especially when the problem is intermittent.