Hardware and Network Troubleshooting (Core 1)

What are the six steps of the CompTIA troubleshooting methodology, in order?

1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action and implement the solution, 5) Verify full system functionality and implement preventive measures, 6) Document findings, actions, and outcomes.

During which troubleshooting step do you question the user and ask what has changed recently?

Step 1 — Identify the problem. Gather information from the user, identify user and environmental changes, and review logs.

Why should you perform a backup before making changes to a system you are troubleshooting?

To protect user data in case the repair attempt makes things worse — backing up is part of Step 1 (identify the problem), before any changes are made.

What does "question the obvious" mean when establishing a theory of probable cause?

Check the simplest explanations first — for example, an unplugged cable, a powered-off device, or a muted volume — before assuming a complex failure.

When establishing a theory of probable cause, what should you do if internal knowledge is not enough?

Conduct external or internal research based on the symptoms — vendor documentation, knowledge bases, and forums.