CompTIA A+ Core 1 (220-1101) — Question 501

A user contacts the help desk in reference to a failing thumbprint scanner. The user states the scanner was functioning correctly yesterday. Which of the following troubleshooting steps should be performed FIRST after the ticket has been filed?

Answer options

• A. Inquire about possible changes.
• B. File a damage report.
• C. Requisition a new scanner.
• D. Attempt to clean the scanner.

Correct answer: A

Explanation

The correct answer is A because understanding any changes that might have occurred can provide insight into the cause of the failure. Options B and C are premature steps that do not address the immediate issue, while D, although potentially helpful, should come after investigating any changes.