220-1101 Hardware and Network Troubleshooting Practice Question
A user reports that their desktop computer shuts down randomly after running for about 30 minutes. The technician suspects overheating. The technician checks the CPU temperature in BIOS and sees 45°C at idle. The computer has a stock CPU cooler, and the case has one intake and one exhaust fan. The technician runs a stress test, and the CPU temperature reaches 95°C within 5 minutes, then the system shuts down. The technician has already cleaned all dust from the heatsink and fans. Which of the following should the technician do NEXT?
⚠ Common exam trap
CompTIA often tests the distinction between symptoms of poor thermal transfer (clean cooler but high temps) versus insufficient airflow or a failing PSU, tempting candidates to add more fans or replace the power supply instead of addressing the degraded 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 cooler.
The CPU temperature spikes to 95°C under load and triggers a thermal shutdown, despite the cooler being clean and fans working. This indicates poor heat transfer from the CPU to the cooler, most likely due to dried-out or improperly applied thermal paste. Reapplying thermal paste restores efficient thermal conductivity, resolving the overheating.
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 power supply.
Why it's wrong here
Replacing the power supply assumes the issue is power delivery, but the described symptom—random shutdowns after prolonged runtime—is classic overheating, not PSU failure. A failing PSU typically causes abrupt power loss, system hangs, or failure to POST, rather than temperature-dependent shutdowns. Since the system runs fine at idle, the PSU is likely supplying stable power under load; the real culprit is high CPU temperature, so installing a new PSU would leave the thermal problem unresolved.
- ✓
Reapply thermal paste between the CPU and cooler.
Why this is correct
The correct next step is to reapply thermal paste between the CPU and cooler. Over time, thermal paste can dry out, crack, or be displaced, creating microscopic air gaps that severely reduce heat transfer from the CPU die to the heatsink. Under sustained load, the CPU reaches thermal limits and triggers a protective shutdown. Reapplying fresh paste after thoroughly cleaning both surfaces restores the thermal interface and resolves the overheating.
- ✗
Install additional case fans.
Why it's wrong here
Installing additional case fans addresses overall airflow, but it does not fix a compromised CPU-to-cooler thermal interface. If the thermal paste is degraded, the heat cannot effectively move from the CPU into the heatsink, so more case airflow will not lower the CPU's core temperature significantly. The immediate problem is localized at the CPU cooler's mounting surface, not insufficient case ventilation; thus, extra fans are at best a secondary cooling improvement, not the necessary repair.
When this WOULD be correct
If the CPU temperature was high at idle (e.g., 60°C) and the case had no fans or only one fan, and the heatsink was clean with fresh thermal paste, then adding case fans would improve overall airflow and reduce temperatures.
- ✗
Replace the CPU.
Why it's wrong here
Replacing the CPU is unwarranted because the processor appears to function correctly—it boots and runs at idle without issues. A defective CPU would typically exhibit crashes, errors, or failure to post even at low load, not a clean thermal shutdown pattern. The system's shutdowns are consistently tied to high temperatures after running, which points to a cooling system problem rather than a faulty CPU. Swapping in a new processor is expensive and would not address the actual thermal interface failure.
When this WOULD be correct
If the CPU temperature spikes to critical levels (e.g., >100°C) at idle or under minimal load, and the cooler is properly mounted with fresh thermal paste, then the CPU itself may be faulty and should be replaced.
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 cooler.Correct answer▾
Why this is correct
The correct next step is to reapply thermal paste between the CPU and cooler. Over time, thermal paste can dry out, crack, or be displaced, creating microscopic air gaps that severely reduce heat transfer from the CPU die to the heatsink. Under sustained load, the CPU reaches thermal limits and triggers a protective shutdown. Reapplying fresh paste after thoroughly cleaning both surfaces restores the thermal interface and resolves the overheating.
✗Install additional case fans.Wrong answer — click to see why▾
Why this is wrong here
The system already has one intake and one exhaust fan, and the CPU temperature spikes to 95°C under load, indicating the issue is with CPU cooling efficiency (likely dried thermal paste), not insufficient case airflow.
★ When this WOULD be the correct answer
If the CPU temperature was high at idle (e.g., 60°C) and the case had no fans or only one fan, and the heatsink was clean with fresh thermal paste, then adding case fans would improve overall airflow and reduce temperatures.
Why candidates choose this
Candidates may think that adding more fans always lowers temperatures, overlooking that the rapid temperature rise under load points to poor heat transfer at the CPU-cooler interface rather than inadequate case ventilation.
✗Replace the CPU.Wrong answer — click to see why▾
Why this is wrong here
The CPU temperature reaches 95°C under stress, which is below the typical thermal throttle limit for most CPUs, and the system shuts down due to overheating. Replacing the CPU is unnecessary because the issue is likely poor heat transfer, not a defective CPU.
★ When this WOULD be the correct answer
If the CPU temperature spikes to critical levels (e.g., >100°C) at idle or under minimal load, and the cooler is properly mounted with fresh thermal paste, then the CPU itself may be faulty and should be replaced.
Why candidates choose this
Candidates may think that high temperatures always indicate a failing CPU, especially when other cooling measures have been tried, leading them to jump to replacing the CPU as a final solution.
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?”
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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.