220-1101 Hardware and Network Troubleshooting Practice Question
A technician is troubleshooting a desktop computer that randomly shuts down after about 20 minutes of use. The technician checks the event log and finds a critical thermal event. The technician verifies that both the CPU fan and case fans are spinning, and the CPU heatsink is securely attached. Which of the following should the technician do NEXT?
⚠ Common exam trap
The trap here is that candidates see 'fans spinning' and 'heatsink attached' and assume cooling is adequate, overlooking that dried-out thermal paste is a common cause of thermal events even when hardware appears properly installed.
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
✓
Apply new thermal paste between the CPU and heatsink.
The critical thermal event indicates the CPU is overheating despite the heatsink being securely attached and fans spinning. Over time, thermal paste can dry out or become less effective, reducing heat transfer between the CPU and heatsink. Applying new thermal paste restores proper thermal conductivity, which is the most likely fix given the symptoms and the technician's initial checks.
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
A failing power supply can indeed cause random shutdowns, but those typically manifest as abrupt power loss without a preceding thermal warning in the event log. In this scenario, the log records a thermal event, indicating the CPU reached a critical temperature and triggered an automatic shutdown to prevent damage. Replacing the PSU would not lower CPU temperatures or address the degraded thermal interface material between the CPU and heatsink, so the root cause would remain.
When this WOULD be correct
A technician troubleshoots a computer that randomly shuts down without any thermal event logs, and the PSU fan is not spinning. In that case, replacing the power supply would be correct to address potential power failure.
- ✗
Reinstall the operating system.
Why it's wrong here
Reinstalling the operating system clears software corruption, driver conflicts, and errant background processes, but it has no effect on hardware cooling or thermal sensor thresholds. The thermal event is generated by the CPU's onboard sensors and firmware, not by the OS; even during heavy load, properly applied thermal paste would allow the cooler to dissipate heat and prevent shutdowns. Because the complaint is a physical buildup of heat, an OS reinstall is irrelevant and would waste time without fixing the underlying cause.
When this WOULD be correct
If the technician had ruled out hardware faults and the event log showed OS-level crashes (e.g., blue screens) with no thermal events, reinstalling the OS could fix corrupted system files causing instability.
- ✓
Apply new thermal paste between the CPU and heatsink.
Why this is correct
Overheating despite proper fan operation and heatsink attachment often indicates degraded or insufficient thermal paste. Replacing the thermal paste improves heat transfer from the CPU to the heatsink, which can stabilize temperatures and stop the random shutdowns.
- ✗
Run a memory diagnostic.
Why it's wrong here
Memory errors can certainly cause system instability and crashes, yet they usually present as BSODs, application faults, or data corruption rather than a logged thermal event. Since the event log explicitly indicates the shutdown was thermal in nature, a memory diagnostic would likely return no faults and would not resolve the elevated CPU temperature. The issue lies in physical heat transfer, not in the integrity of system RAM.
When this WOULD be correct
A technician is troubleshooting a desktop that randomly crashes or displays blue screens with memory-related error codes (e.g., 0x0000001A). The technician has already checked for overheating and found no thermal issues. In this scenario, running a memory diagnostic would be the next step to identify faulty RAM.
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.
✓Apply new thermal paste between the CPU and heatsink.Correct answer▾
Why this is correct
Overheating despite proper fan operation and heatsink attachment often indicates degraded or insufficient thermal paste. Replacing the thermal paste improves heat transfer from the CPU to the heatsink, which can stabilize temperatures and stop the random shutdowns.
✗Replace the power supply.Wrong answer — click to see why▾
Why this is wrong here
The power supply is unlikely to cause a critical thermal event; thermal events are specifically related to overheating, not power delivery issues. The technician already verified fans and heatsink attachment, so the next step is to address thermal transfer, not replace the PSU.
★ When this WOULD be the correct answer
A technician troubleshoots a computer that randomly shuts down without any thermal event logs, and the PSU fan is not spinning. In that case, replacing the power supply would be correct to address potential power failure.
Why candidates choose this
Candidates may incorrectly associate random shutdowns with power supply failure, overlooking the specific 'critical thermal event' log that points to overheating.
✗Reinstall the operating system.Wrong answer — click to see why▾
Why this is wrong here
The system randomly shuts down due to a critical thermal event, and the CPU fan and heatsink are properly attached. Reinstalling the OS would not address overheating hardware issues.
★ When this WOULD be the correct answer
If the technician had ruled out hardware faults and the event log showed OS-level crashes (e.g., blue screens) with no thermal events, reinstalling the OS could fix corrupted system files causing instability.
Why candidates choose this
Candidates may think software corruption from random shutdowns could cause further issues, or they default to OS reinstallation as a generic troubleshooting step without considering the thermal evidence.
✗Run a memory diagnostic.Wrong answer — click to see why▾
Why this is wrong here
The question describes a critical thermal event and random shutdowns after 20 minutes, which points to overheating. Running a memory diagnostic would not address thermal issues; memory errors typically cause crashes, blue screens, or application failures, not consistent shutdowns tied to temperature.
★ When this WOULD be the correct answer
A technician is troubleshooting a desktop that randomly crashes or displays blue screens with memory-related error codes (e.g., 0x0000001A). The technician has already checked for overheating and found no thermal issues. In this scenario, running a memory diagnostic would be the next step to identify faulty RAM.
Why candidates choose this
Candidates may confuse random shutdowns with memory-related crashes, assuming that any intermittent problem could be caused by faulty RAM. They might also default to running diagnostics without carefully analyzing the specific symptom (thermal event).
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.