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Difficulty: MediumTroubleshooting Methodology

A desktop workstation used for heavy video rendering unexpectedly powers down due to CPU overheating. Arrange the following actions in the correct sequence according to the official CompTIA 6-step troubleshooting methodology, starting with the first step to take.

  1. 1Interview the user about recent hardware changes and run a benchmark test to duplicate the thermal shutdown while observing system temperature logs.
  2. 2Formulate a hypothesis that the closed-loop liquid cooling pump has motor failure based on zero RPM readings in hardware monitor logs.
  3. 3Inspect the pump power cable connections and test the cooler assembly on a known-good fan header to confirm the pump is non-functional.
  4. 4Replace the defective liquid cooling unit with a new cooler and re-apply fresh thermal compound according to manufacturer instructions.
  5. 5Execute a 30-minute CPU stress test to verify normal operating temperatures under load and configure high-temperature warning alerts in BIOS/UEFI.
  6. 6Log the root cause, replacement hardware serial numbers, baseline thermal test results, and resolution details in the ticketing database.

Answer

The correct order follows the standard CompTIA methodology sequence: first, identify the problem by interviewing the user and duplicating the thermal shutdown; second, establish a theory of pump failure based on log readings; third, test the pump on a known-good header to confirm failure; fourth, replace the liquid cooler with fresh thermal paste; fifth, verify system stability with a stress test and set up BIOS alerts; and sixth, document the root cause, parts used, and baseline test results in the ticketing system.
The standard CompTIA troubleshooting methodology follows six sequential steps: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory to determine cause, 4) Establish a plan of action to resolve the problem and implement the solution, 5) Verify full system functionality and implement preventive measures, and 6) Document findings, actions, and outcomes. The correct order strictly respects these six phases in chronological order.

Step-by-Step Solution

1
Interview user and duplicate the unexpected shutdown during a benchmark stress test.
The issue is confirmed to be thermal throttling causing protective shutdown (Identify the problem).
Troubleshooting must always begin with gathering information and identifying symptoms before forming conclusions.
2
Develop a theory that zero pump RPM indicates liquid cooler pump motor failure.
A testable probable cause hypothesis is established (Establish a theory of probable cause).
A technician must form a logical hypothesis before taking diagnostic measurements.
3
Test pump power connections and verify pump operation on a known-good motherboard header.
The pump remains inoperative, confirming the hypothesis (Test the theory to determine cause).
Testing confirms or disproves the cause so that unnecessary component replacements are avoided.
4
Install a new liquid CPU cooler and apply new thermal paste.
The physical repair is completed (Establish a plan of action and implement the solution).
Once the theory is confirmed, the technician plans and executes the repair.
5
Perform a prolonged stress test and configure motherboard thermal alerts.
System thermal stability is verified and future monitoring is enabled (Verify full system functionality and implement preventive measures).
Verification ensures the issue is resolved and preventive measures minimize recurrence.
6
Record the ticket summary including root cause, part numbers, and thermal baseline.
Incident documentation is complete (Document findings, actions, and outcomes).
Final documentation ensures organizational knowledge transfer and historical baseline tracking.

Key Concept

CompTIA 6-Step Troubleshooting Methodology
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Topics

Troubleshooting Methodology

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