220-1102 Question 824
Single answerAccuracyA technician receives a ticket stating that a company laptop is "constantly crashing after a Windows update." The user is frustrated and asks the technician to immediately uninstall all recent updates. Before taking corrective action, the technician reviews the ticket history, interviews the user, and checks Event Viewer and Reliability Monitor. The logs show the crashes began two days before the update was installed, and a failing SSD is also reporting SMART errors. Which action best demonstrates accuracy in the troubleshooting process?
- A
Uninstall the Windows update right away because the user associated the crashes with the update
- B
Document the evidence, explain that the update is unlikely to be the root cause, and continue troubleshooting the SSD issue first
- C
Reimage the laptop immediately because repeated crashes usually indicate operating system corruption
- D
Replace the motherboard because system crashes after updates often indicate firmware incompatibility
Show answer and explanation
Correct answer: B
Explanation
The best answer is to document the evidence and proceed based on verified findings rather than assumptions. In CompTIA A+ Core 2, accurate troubleshooting means following a structured process: identify the problem, establish a theory of probable cause, test the theory, establish a plan of action, and document findings. In this scenario, Event Viewer, Reliability Monitor, and SMART data provide stronger evidence than the user's correlation between the update and the crashes. Microsoft documents the use of Reliability Monitor and Event Viewer for diagnosing Windows stability issues, and SMART warnings are widely recognized as indicators of impending drive failure. The technician should communicate clearly, document the evidence, and address the most likely root cause first.
- A. Incorrect.
This is incorrect because it relies on the user's assumption rather than verified evidence. Accurate troubleshooting in A+ Core 2 emphasizes identifying the problem based on symptoms, establishing a theory, and testing that theory before making changes. Uninstalling updates without evidence can introduce unnecessary risk and may not resolve the real issue.
- B. Correct.
This is correct because it uses verified system data to guide the next step. The technician compared the user's report against logs and hardware indicators, found that the timing did not support the update as the cause, and identified SMART errors that point to storage failure. This approach reflects accurate documentation, evidence-based troubleshooting, and appropriate prioritization of the likely root cause.
- C. Incorrect.
This is incorrect because reimaging is a disruptive action that should not be the first response when there is specific evidence of hardware failure. A reimage would not fix a failing SSD and could waste time or even fail during deployment. This option reflects a common mistake of jumping to a broad fix before confirming the cause.
- D. Incorrect.
This is incorrect because there is no evidence in the scenario that the motherboard or firmware is responsible. While firmware issues can cause instability in some cases, the available evidence more strongly supports a storage problem. Replacing the motherboard would be expensive, premature, and inconsistent with an accurate troubleshooting process.