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Difficulty: MediumTroubleshooting Methodology

A desktop support technician is assigned to resolve an issue on a workstation used by a financial analyst. The computer powers on and internal fans spin, but the system fails to complete the Power-On Self-Test (POST) and emits a repeating sequence of three long beeps.

Place the technician's troubleshooting actions in the correct chronological order according to the standard CompTIA 6-step troubleshooting methodology, starting with the initial step.

  1. 1Interview the analyst regarding any recent hardware or software updates and observe the specific beep code sequence during startup.
  2. 2Cross-reference the beep code pattern with motherboard documentation to formulate a hypothesis that a memory (RAM) module has failed.
  3. 3Test the RAM modules individually in known-good memory slots to confirm which specific module is preventing POST.
  4. 4Draft an action plan to acquire a compatible replacement RAM module and physically install it into the workstation.
  5. 5Boot the workstation, execute a complete memory diagnostic test, and confirm that the system successfully boots into the operating system.
  6. 6Log the root cause, replaced component serial numbers, test results, and final resolution in the helpdesk ticketing database.

Answer

The correct order follows the standard 6-step CompTIA Troubleshooting Methodology: 1) Interview the user and observe startup symptoms (Identify the problem), 2) Cross-reference the beep code to hypothesize memory failure (Establish a theory of probable cause), 3) Test RAM modules individually to confirm the fault (Test the theory to determine cause), 4) Draft a plan and install the replacement RAM module (Establish a plan of action and implement the solution), 5) Run memory diagnostics and verify normal OS boot (Verify full system functionality), and 6) Log all findings and resolution details in the ticketing system (Document findings, actions, and outcomes).
The correct sequence adheres strictly to the official CompTIA troubleshooting methodology: Step 1 (Identify the problem) precedes Step 2 (Establish a theory of probable cause), which must be followed by Step 3 (Test the theory to determine cause). Once the cause is confirmed, Step 4 (Establish a plan of action and implement the solution) takes place, followed by Step 5 (Verify full system functionality), and finishes with Step 6 (Document findings, actions, and outcomes).

Step-by-Step Solution

1
Identify the problem
Information gathered from user inquiry and physical observation of the system failure.
CompTIA methodology requires gathering symptoms and questioning users before attempting any diagnostic tests or changes.
2
Establish a theory of probable cause
Formulated hypothesis pointing to a failed memory module.
Analyzing symptoms against technical documentation helps isolate potential points of failure.
3
Test the theory to determine cause
Confirmed that a specific RAM module is defective through isolation testing.
Testing confirms or disproves the theory before time or money is spent on unnecessary parts or repairs.
4
Establish a plan of action to resolve the problem and implement the solution
Obtained and installed a functional replacement RAM module.
Fixing the problem requires a planned implementation strategy after the cause is verified.
5
Verify full system functionality
System successfully passes POST and memory diagnostics without errors.
System verification ensures that the repair fixed the original issue without introducing new problems.
6
Document findings, actions, and outcomes
Ticket closed with complete details recorded.
Documentation builds an organizational knowledge base for future troubleshooting.

Key Concept

CompTIA 6-Step Troubleshooting Methodology
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Topics

Troubleshooting Methodology

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