220-1101 Hardware and Network Troubleshooting Practice Question
A user reports that their desktop computer frequently freezes and becomes unresponsive during video editing sessions. The technician runs diagnostic software and notices that the CPU temperature reaches 95°C (203°F) under load. The CPU is an Intel Core i7 with a stock cooler. The case has adequate ventilation. Which of the following should the technician do FIRST?
⚠ Common exam trap
CompTIA often tests the misconception that high CPU temperatures always indicate a failing CPU or inadequate case airflow, leading candidates to choose component replacement or fan upgrades instead of the simpler and more likely fix of reapplying thermal paste.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Reapply thermal paste between the CPU and heat sink
The CPU temperature of 95°C under load is well above the typical safe operating range (usually 80-85°C max for most Intel Core i7 processors). Since the case has adequate ventilation and the stock cooler is present, the most likely cause is degraded or improperly applied thermal paste, which reduces heat transfer efficiency. Reapplying thermal paste is the simplest, least invasive, and most cost-effective first step to restore proper thermal conductivity between the CPU and heat sink.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Replace the CPU
Why it's wrong here
Modern CPUs rarely fail completely and are designed to throttle or shut down when temperatures exceed safe limits, so high temperature alone indicates a cooling deficiency rather than a defective processor. Swapping out the CPU without first repairing the thermal interface would likely leave the same overheating problem, since the chip itself is probably functional. Furthermore, replacing a processor is a drastic and expensive step that should only be considered after isolating the fault to the CPU via diagnostics. Based on the symptom, the thermal compound is the far more probable culprit.
When this WOULD be correct
This would be correct if the CPU had physical damage (e.g., bent pins, cracked die) or failed diagnostic tests (e.g., no boot, constant errors) after verifying other components like thermal paste and cooling are adequate.
- ✗
Replace the power supply
Why it's wrong here
A failing power supply typically produces symptoms like random shutdowns, restart loops, or instability under load, but it does not directly cause the CPU temperature to read high. The computer freezes may be due to power delivery issues, but the given clue of high CPU temperature points to a thermal management failure, not insufficient or noisy power. Testing with a PSU tester or swapping in a known-good unit is time-consuming and unrelated to the thermal interface. You should first address the cooler and thermal compound before suspecting power hardware.
When this WOULD be correct
A technician would replace the power supply first if a desktop computer randomly shuts down or fails to boot, and a power supply tester confirms output voltages are out of spec. For example, if the system powers off under load and the PSU fan is not spinning, replacing the PSU would be the correct first step.
- ✓
Reapply thermal paste between the CPU and heat sink
Why this is correct
Thermal paste fills the microscopic air gaps between the CPU heat spreader and the cooler base, significantly improving heat conduction. Over time, this TIM can dry out, crack, or be pumped out from thermal cycling, creating insulating air pockets that cause rapid temperature spikes. Reapplying a thin, even layer of quality paste restores proper heat transfer to the heat sink, directly addressing the high temperatures that trigger system freezes. This is the least invasive and most cost-effective first step before considering hardware replacement.
- ✗
Install additional case fans
Why it's wrong here
Installing additional case fans can improve overall chassis airflow, but it will do little if the CPU cooler itself is not transferring heat away from the die because of degraded thermal paste. Heat at the CPU-to-cooler interface is a local conduction problem; moving more air across the motherboard tray or drive cages does not force extra airflow through the poorly mated heat sink. Moreover, adding fans may lower ambient case temperature slightly, but it cannot substitute for proper contact and thermal compound between the CPU and its cooler. So while beneficial as a supplemental measure, it is not the first and most effective troubleshooting action.
When this WOULD be correct
A technician diagnoses a system that overheats under load, and the case has poor airflow (e.g., only one exhaust fan, no intake fans). The CPU cooler is properly mounted with fresh thermal paste, but temperatures remain high. In that scenario, installing additional case fans would be the correct first step.
Option-by-option analysis
Why each answer is right or wrong
Understanding why wrong answers are wrong — and when they would be correct — is what separates a 750 score from a 900. The 220-1101 exam frequently reuses these exact scenarios with slightly different constraints.
✓Reapply thermal paste between the CPU and heat sinkCorrect answer▾
Why this is correct
Thermal paste fills the microscopic air gaps between the CPU heat spreader and the cooler base, significantly improving heat conduction. Over time, this TIM can dry out, crack, or be pumped out from thermal cycling, creating insulating air pockets that cause rapid temperature spikes. Reapplying a thin, even layer of quality paste restores proper heat transfer to the heat sink, directly addressing the high temperatures that trigger system freezes. This is the least invasive and most cost-effective first step before considering hardware replacement.
✗Replace the CPUWrong answer — click to see why▾
Why this is wrong here
Replacing the CPU is premature because the issue is likely poor heat transfer due to dried-out or improperly applied thermal paste, not a defective CPU. The CPU is still functional; high temperature under load with a stock cooler suggests a thermal interface problem.
★ When this WOULD be the correct answer
This would be correct if the CPU had physical damage (e.g., bent pins, cracked die) or failed diagnostic tests (e.g., no boot, constant errors) after verifying other components like thermal paste and cooling are adequate.
Why candidates choose this
Candidates may assume that high CPU temperature indicates a failing CPU, overlooking that thermal paste degradation is a common, simpler fix. They might jump to replacing the most expensive component without troubleshooting step-by-step.
✗Replace the power supplyWrong answer — click to see why▾
Why this is wrong here
The power supply is not indicated as faulty; symptoms of power supply failure typically include random shutdowns, boot failures, or instability under load, not consistently high CPU temperatures. The diagnostic software shows CPU overheating, which is a thermal issue unrelated to power delivery.
★ When this WOULD be the correct answer
A technician would replace the power supply first if a desktop computer randomly shuts down or fails to boot, and a power supply tester confirms output voltages are out of spec. For example, if the system powers off under load and the PSU fan is not spinning, replacing the PSU would be the correct first step.
Why candidates choose this
Candidates may associate 'freezes during video editing' with insufficient power delivery under heavy load, assuming the power supply is failing to provide stable voltage, even though the diagnostic clearly points to a thermal cause.
✗Install additional case fansWrong answer — click to see why▾
Why this is wrong here
The case already has adequate ventilation, so adding more case fans is unlikely to resolve the CPU overheating issue. The problem is specifically with the CPU cooler's thermal interface, not overall case airflow.
★ When this WOULD be the correct answer
A technician diagnoses a system that overheats under load, and the case has poor airflow (e.g., only one exhaust fan, no intake fans). The CPU cooler is properly mounted with fresh thermal paste, but temperatures remain high. In that scenario, installing additional case fans would be the correct first step.
Why candidates choose this
Candidates may assume that any overheating issue can be solved by improving case airflow, overlooking that the CPU cooler itself may be the root cause. They might also think that more fans are a quick, easy fix without considering thermal paste degradation.
Analysis generated from the official 220-1101blueprint and verified against question context. The “when correct” sections are what AI assistants cite when candidates ask “what’s the difference between these options?”
Go deeper
Related to this question
About these practice questions
One of 896 original 220-1101 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1101 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1101 exam.