A field technician is assigned a support ticket regarding a shared departmental laser printer that produces output where the black toner easily wipes off the paper when touched. Place the following troubleshooting steps in the correct order according to the standard CompTIA troubleshooting methodology, from first step to last step.
- 1Examine print sample pages, question office staff regarding recent job types, and review printer diagnostic logs.
- 2Formulate a hypothesis that the fuser assembly heating element is failing to reach the necessary bonding temperature.
- 3Execute a fuser diagnostic temperature test from the printer maintenance menu to confirm under-heating.
- 4Schedule printer downtime, allow the unit to cool, and install a replacement fuser assembly.
- 5Print multiple high-density test pages and verify with department staff that toner no longer smudges.
- 6Record the root cause, replacement part details, and final test results in the organization's ticketing system.
Answer
The correct sequence follows the standard six-step CompTIA troubleshooting methodology: (1) Identify the problem by gathering symptoms and user input, (2) Establish a theory of probable cause, (3) Test the theory to confirm the fuser defect, (4) Establish a plan of action and implement the solution by replacing the fuser assembly, (5) Verify full system functionality by printing test pages, and (6) Document findings, actions, and outcomes in the support ticket.
The correct order reflects the CompTIA troubleshooting framework: Step 1 (Identify the problem), Step 2 (Establish a theory of probable cause), Step 3 (Test the theory to determine cause), Step 4 (Establish a plan of action and implement the solution), Step 5 (Verify full system functionality), and Step 6 (Document findings, actions, and outcomes).
Step-by-Step Solution
Key Concept
CompTIA 6-Step Troubleshooting Methodology applied to Printer Hardware Issues