CompTIA Troubleshooting Methodology: A+ 6-Step and Network+ 7-Step

CompTIA wants you to fix problems the same way every time. Both the A+ and Network+ exams define a troubleshooting methodology — a short, ordered list of steps — that turns a chaotic support call into a predictable process. The two versions overlap almost completely; the Network+ version simply splits a couple of steps and adds explicit attention to impact and lessons learned. This guide lays out both side by side so you can see the differences, with scenario examples and free practice questions.

A+ troubleshooting — 6 steps

Scenario: a user's laptop will not print to the shared office printer.

1. 1.Identify the problem

   Gather symptoms: does it fail for one app or all, error messages, recent changes.

2. 2.Establish a theory of probable cause (question the obvious)

   Consider the simplest causes first — power, cable, default printer selection.

3. 3.Test the theory to determine the cause

   Verify before acting: print a test page, check the queue, check connectivity.

4. 4.Establish a plan of action to resolve the problem and implement the solution

   Plan the fix and apply it (reinstall driver, clear queue, reconnect).

5. 5.Verify full system functionality and implement preventive measures

   Confirm printing works for the user and that no other prints were lost.

6. 6.Document findings, actions, and outcomes

   Log the resolution in the helpdesk system for future reference.

Network+ troubleshooting — 7 steps

Scenario: a user cannot reach the file server, but other users in the office can.

1. 1.Identify the problem

   Gather symptoms and determine what is — and isn't — affected before changing anything.

2. 2.Establish a theory of probable cause

   Form a hypothesis (e.g. bad cable, wrong IP, DNS failure) consistent with the symptoms.

3. 3.Test the theory to determine the cause

   Verify the hypothesis (ping the gateway, check IP settings) before acting on it.

4. 4.Establish a plan of action and identify potential effects

   Plan the fix and consider what it could impact (users, downtime).

5. 5.Implement the solution or escalate as necessary

   Apply the fix, or escalate if it is out of scope.

6. 6.Verify full system functionality and implement preventive measures

   Confirm the issue is resolved and nothing else broke; add prevention if applicable.

7. 7.Document findings, actions, outcomes, and lessons learned

   Record the problem, fix, and any lessons so the team benefits next time.

What the two versions share

Both methodologies follow the same arc. First you identify the problem by gathering symptoms and figuring out what is and isn't affected. Then you establish a theory of probable cause — questioning the obvious before assuming anything complex — and test that theory before you change anything. Only after confirming the cause do you plan and implement a fix, considering what else it might affect. Finally you verify the system works fully, add preventive measures if possible, and document the whole thing. The Network+ version simply breaks planning and implementing apart and explicitly calls out potential effects and lessons learned.

Memory tip

Think of the flow as "I Test, Plan, Verify, Document" — Identify, Test (after theorizing), Plan (then implement),Verify, Document. The Network+ version inserts "identify potential effects" into the plan and adds "lessons learned" to documentation.

Frequently asked questions