220-1101 Hardware and Network Troubleshooting Practice Question
A user reports that their desktop computer shuts down unexpectedly while running video editing software, usually after about 15 minutes of heavy rendering. The technician has observed that the CPU fan and case fans spin at high speed just before the shutdown. The technician cleaned all dust from the heatsink and case intakes, but the problem persists. The BIOS reports CPU idle temperature at 35°C (95°F). Which of the following should the technician do NEXT?
⚠ Common exam trap
The trap here is that candidates see high fan speeds and assume the cooler is inadequate (Option A), but the fans are actually responding correctly to rising temperatures, and the root cause is the degraded thermal interface material, not the cooler's capacity.
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
✓
Replace the thermal paste between the CPU and heatsink
The CPU idle temperature of 35°C is normal, but the shutdown after 15 minutes of heavy rendering with high fan speeds indicates the CPU is overheating under load. Since cleaning the dust did not resolve the issue, the most likely cause is degraded thermal paste between the CPU and heatsink, which loses its ability to transfer heat efficiently over time. Replacing the thermal paste restores proper thermal conductivity, allowing the heatsink to dissipate heat effectively and prevent thermal throttling or shutdown.
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 cooler with a larger model
Why it's wrong here
Replacing the CPU cooler with a larger model does not address the root cause of shutdowns after 15 minutes of heavy rendering, because the BIOS-reported idle temperature of 35°C indicates the cooler is already adequate for normal operation; the problem likely stems from inadequate thermal paste application, a failing power supply unable to sustain peak load, or a sensor fault. This option is tempting because a larger cooler can reduce sustained load temperatures in systems where the existing cooler is undersized for the CPU’s thermal design power (TDP), making it the correct choice if the idle temperature were abnormally high or if the cooler had been confirmed as insufficient under load.
- ✓
Replace the thermal paste between the CPU and heatsink
Why this is correct
Degraded or dried thermal paste creates air gaps that dramatically increase thermal resistance between the CPU's integrated heat spreader and the heatsink base. Under sustained heavy rendering, the CPU rapidly exceeds its thermal junction temperature, triggering a protective thermal shutdown—even though idle temperatures appear normal because the cooler has less heat to dissipate. Reapplying a fresh, high-quality thermal interface material restores efficient heat transfer and is the standard first fix after confirming proper cooler seating and fan operation.
- ✗
Update the motherboard BIOS to the latest version
Why it's wrong here
A BIOS update primarily corrects firmware-level bugs, microcode vulnerabilities, and memory or device compatibility issues; it cannot repair a physical breakdown in heat transfer. The system boots and idles at 35°C, so the motherboard is accurately reading temperatures, and the shutdown correlates with load-induced heat buildup rather than an erroneous sensor or faulty logic. Flashing the BIOS also carries a small risk of bricking the board, making it a poor first step when the evidence clearly points to a thermal interface problem at the CPU.
- ✗
Test the power supply voltage rails under load with a multimeter
Why it's wrong here
Using a multimeter to check the power supply's voltage rails under load could catch a dead rail, but it won't reveal poor transient response or excessive ripple that an oscilloscope would measure. More importantly, a failing PSU typically causes random crashes, reboots during startup, or shutdowns at idle and sleep states—not consistent shutdowns after exactly 15 minutes of rendering while fan speeds are already high. The normal idle temperature and high load fan speed indicate the CPU is generating heat but struggling to dissipate it, which points to the TIM layer rather than to the main power delivery system.
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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.