CompTIA Troubleshooting Methodology

The CompTIA troubleshooting methodology is a 6-step process that applies to ALL troubleshooting scenarios on the A+ exam. Many exam questions test your knowledge of these steps and the order in which they should be performed.

The 6 Steps

Step 1: Identify the Problem

• Gather information from the user (What happened? When did it start? What were you doing?)
• Identify symptoms — What exactly is not working?
• Question the user about recent changes (new software, updates, hardware changes, moves)
• Reproduce the problem if possible — verify you can see the same issue
• Approach with empathy — gather information before jumping to conclusions
• Check system logs and documentation for recent changes
• Check for environmental changes (power outages, network changes, temperature)

Step 2: Establish a Theory of Probable Cause

• Start with the most likely (simple) cause first
• Consider multiple theories (do not fixate on one)
• Question the obvious — is it plugged in? Is it turned on? Is the cable connected?
• If necessary, conduct external/internal research (knowledge base, internet, vendor documentation)

Step 3: Test the Theory to Determine Cause

• Test your theory with a specific, targeted action
• If the theory is confirmed, determine the next steps to resolve
• If the theory is NOT confirmed, go back to Step 2 and establish a new theory
• This is an iterative process — it may take multiple cycles

Step 4: Establish a Plan of Action to Resolve the Problem

• Develop a plan that addresses the root cause (not just symptoms)
• Consider the impact of the fix on other users and systems
• Implement the solution or escalate if beyond your skill level or authorization
• Refer to vendor documentation or knowledge base for specific procedures

Step 5: Verify Full System Functionality

• Confirm the original problem is resolved
• Test related systems and functions to ensure nothing else was broken
• Implement preventive measures if applicable (updates, configuration changes, backups)
• Have the user verify the fix works for their specific use case

Step 6: Document Findings, Actions, and Outcomes

• Record the symptoms, cause, and resolution
• Update the knowledge base or ticket system
• Document any preventive measures implemented
• This creates a valuable reference for future similar issues

Exam Warning: The exam will present troubleshooting scenarios and ask "What should you do FIRST?" or "What is the NEXT step?" Always follow the 6-step methodology in order.