CompTIA A+ Core 1 Exam 220-1101
Lesson 3
Troubleshooting PC Hardware
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1
Objectives
• Apply troubleshooting methodology
• Configure BIOS/UEFI
• Troubleshoot power and disk issues
• Troubleshoot system and display issues
2
Lesson 3
Topic 3A
Apply Troubleshooting Methodology
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3
Best Practice Methodology
• Problem solving • CompTIA troubleshooting
model
• Causes, symptoms,
consequences 1. Identify the problem
• Context 2. Establish a theory
• Corporate policies, procedures, 3. Test the theory
impacts
4. Establish an action plan
5. Verify full system functionality
6. Document findings
4
Identify the Problem
• Gather information from users
• Identify user changes
• Inquire regarding environmental or infrastructure changes
• Perform backups before making changes
5
Establish and Test a Theory
• Establish a theory
• From possible causes to probable cause
• Conduct internal or external research
• Physical inspection
• Internal documentation and support resources
• External vendor and forum resources
• Question the obvious
• Attention to detail
• Step through what should happen
• Compartmentalize the issue
6
Establish a New Theory or Escalate
• Establish a new theory
• Question the obvious (again)
• Consider alternatives/workarounds
• Take system “back to base”
• Escalate
• Escalation paths
• Communicate support case status
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Implement a Plan of Action
• Next steps
• Repair, replace, workaround
• Risks from costs and impacts
• Establish a plan of action
• Consider impacts
• Consider corporate policies, procedures, and impacts before implementing
changes
• Implement the solution
• Change management and scheduling
• Refer to vendor instructions
8
Verify and Document
• Verify full system functionality
• Perform tests
• Obtain user acceptance
• Implement preventive measures
• Document findings, actions, and outcomes
• Ticketing systems
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Review Activity: Troubleshooting Methodology
• Best Practice Methodology
• Identify the Problem
• Establish and Test a Theory
• Establish a New Theory or Escalate
• Implement a Plan of Action
• Verify and Document
10
Lesson 3
Topic 3B
Configure BIOS/UEFI
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11
BIOS and UEFI
Reproduced
• System firmware with permission
of Dell Copyright
© Dell 2022
• Basic Input/Output System
(BIOS)
• Unified Extensible Firmware
Interface (UEFI)
• Accessing system setup
Screenshot used
with permission
from ASUSTek
Computer Inc.)
12
Boot and Device Options
• Boot device selection and
priority
• USB permissions
• Fan considerations
13
Boot Passwords and Secure Boot
• System password
• User password
• Secure boot
14
Trusted Platform Modules
• Encryption and cryptographic
keys
• Hashes
• Trusted platform module (TPM)
• Root of trust
• Secure key storage
• Hardware security module
(HSM)
15
Review Activity: BIOS/UEFI
• BIOS and UEFI
• Boot and Device Options
• Boot Passwords and Secure Boot
• Trusted Platform Modules
16
Lesson 3
Topic 3C
Troubleshoot Power and Disk Issues
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17
Troubleshoot Power Issues
• No power symptoms
• No indicator lights
• Fans do not start
• Possible causes
• Circuit fault or power blackout
• Socket fault
• Switches and cables/connectors
• Overloaded and faulty devices
• Power supply testing Konstantin Malkov @123RF.com
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Troubleshoot POST Issues
• Power-on self-test (POST)
• Black screen
• Failed firmware update
• Faulty cabling/connector/device
• Faulty PSU or CPU
• Beep codes
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Troubleshoot Boot Issues
• Boot device
• Boot sequence
• Power and data connectors and
cabling
• Boot sector
• Damage to boot/partition records
• OS errors and crash screens
Screenshot courtesy of Microsoft • Hardware fault or OS/driver fault
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Troubleshoot Drive Availability
• Unusual noises
• Light-emitting diode (LED) status indicators
• No LED activity
• Constant LED activity
• Missing drives in OS
• Read/write failure
• Blue Screen of Death (BSoD)
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Troubleshoot Drive Reliability and Performance
• Self-monitoring, Analysis, and
Reporting Technology (SMART)
• Report errors
• Vendor and third-party diagnostic
utilities
• Input/output operations per second
(IOPS) measurement
• Benchmark performance without
interference from OS/app causes
• Data loss/corruption
• Bad sectors and bad blocks
• Backup and data recovery
22
Troubleshoot RAID Failure
• RAID array degraded
• Backup
• Replace failed device
• RAID device not found
• Controller
seating/cables/connectors
• Drivers
• RAID configuration utility
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Review Activity: Power and Disk Issues
• Troubleshoot Power Issues
• Troubleshoot POST Issues
• Troubleshoot Boot Issues
• Troubleshoot Drive Availability
• Troubleshoot Drive Reliability and Performance
• Troubleshoot RAID Failure
24
Lesson 3
Topic 3D
Troubleshoot System and Display
Issues
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25
Troubleshoot Component Issues
• Intermittent shutdown and application crashes
• Software versus hardware causes
• Overheating and burning smells
• Clean chassis, heatsinks, and fans
• Verify airflow
• Physical damage
• Bent pins and other connector/cabling damage
• Component/adapter seating (chip creep)
• Capacitor swelling
26
Troubleshoot Performance Issues
• Check for overheating
• CPU throttling/overheating
• Check for misconfigurations
• What has changed?
• Verify the problem
• Use diagnostic software to quantify performance loss
• Identify best opportunity for upgrade (compute, storage, networking)
• Rule out operating system/app/configuration/networking issues
27
Troubleshoot Inaccurate System Date/Time
• Problems caused by inaccurate
date/time
• Real time clock (RTC) battery
replacement
Image @123RF.com
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Troubleshoot Missing Video Issues
• Incorrect data source
• Adapter outputs and monitor
inputs
• On-screen display (OSD)
• Physical cabling issues
• Damaged connectors
• Cable application/performance
• Burned-out bulb
Image @123RF.com
• Intermittent projector shutdown
29
Troubleshoot Video Quality Issues (Slide 1 of 2)
• Dim image
• OSD controls
• Power saving modes
• Backlight failure
• Fuzzy image
• Flashing screen
• Faulty connector, display elements/backlight, or video card
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Troubleshoot Video Quality Issues (Slide 2 of 2)
• Dead pixels
• Burn-in
• Incorrect color display
• Accurate calibration
• Connector/adapter/cable faults
• Audio issues
Screenshot courtesy of Microsoft
31
Review Activity: System and Display Issues
• Troubleshoot Component Issues
• Troubleshoot Performance Issues
• Troubleshoot Inaccurate System Date/Time
• Troubleshoot Missing Video Issues
• Troubleshoot Video Quality Issues
32
CompTIA A+ Core 1 Exam 220-1101
Lesson 3
Summary
Copyright © 2022 CompTIA, Inc. All Rights Reserved. | CompTIA.org
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