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Difficulty: MediumTroubleshooting Methodology

A field technician is troubleshooting a corporate laptop whose built-in display remains completely dark after powering on, even though the power LED lights up and internal fans spin. The technician connected an external monitor using an HDMI cable and confirmed that the operating system displays properly on the external screen. Based on these findings, the technician established a theory that the internal display cable is disconnected from the system board. Which of the following actions should the technician perform NEXT according to the CompTIA troubleshooting methodology?

  1. Inspect and reseat the internal display cable connection to confirm whether it restores image output to the built-in screen.Answer
  2. B
    Replace the high-voltage inverter board behind the screen assembly to restore backlighting for the laptop's OLED panel.
  3. C
    Order a replacement motherboard and LCD panel assembly to execute a comprehensive hardware repair plan.
  4. D
    Update the ticketing system with the resolution steps and instruct the user on proper handling of the laptop hinges.

Answer

Inspect and reseat the internal display cable connection to confirm whether it restores image output to the built-in screen.
After establishing a theory of probable cause (Step 2), the CompTIA methodology mandates testing the theory (Step 3). Inspecting and reseating the internal display cable directly tests whether a loose connection is the root cause of the missing display output.

Step-by-Step Solution

1
Identify the stage reached in the CompTIA 6-step troubleshooting methodology.
The technician completed Step 1 (Identify the problem) by testing with an external monitor, and Step 2 (Establish a theory of probable cause) by suspecting a disconnected display cable.
Determining the current stage allows the technician to select the correct sequential next action.
2
Determine the next required step in the methodology.
Step 3 is 'Test the theory to determine cause'.
Before establishing a plan of action or ordering parts, the established theory must be tested to verify if it is correct.
3
Select the option that performs a test of the established theory.
Reseating the internal display cable physically tests the hypothesis that a disconnected cable is causing the issue.
If reseating the cable resolves the issue, the theory is confirmed; if not, a new theory must be established.

Key Concept

CompTIA 6-Step Troubleshooting Methodology
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Topics

Troubleshooting Methodology

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