easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A customer reports that their computer shuts down…
A customer reports that their computer shuts down unexpectedly after a few minutes of use. The system feels hot to the touch, and the fan is running loudly. What is the most appropriate first step for a technician to take to ensure safety while diagnosing the issue?
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
✓
Unplug the computer, let it cool for 30 minutes, then inspect for dust or fan failure.
This question tests knowledge of electrical safety and proper handling of overheated equipment. The correct answer is to unplug the computer to prevent electrical shock or fire, then allow it to cool before inspecting internal components. Attempting to open a hot system or ignoring the heat can lead to injury or further damage.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Immediately open the case and touch the CPU heatsink to check temperature.
Why it's wrong here
This action presents significant safety hazards and potential for component damage. Touching a heatsink immediately after an unexpected shutdown due to overheating can cause severe burns, as components can reach very high temperatures. Furthermore, opening the case and touching internal components while the system is still powered on or recently powered off risks electrostatic discharge (ESD), which can permanently damage sensitive electronic circuits. Proper safety protocols, including power disconnection and grounding, must be followed before internal inspection.
- ✓
Unplug the computer, let it cool for 30 minutes, then inspect for dust or fan failure.
Why this is correct
This is the safest and most logical initial troubleshooting step for an overheating issue. Unplugging the computer completely removes all power, eliminating the risk of electrical shock and minimizing ESD potential during physical interaction. Allowing the system to cool for 30 minutes ensures that internal components, especially heatsinks, reach a safe handling temperature, preventing burns. After cooling, a thorough visual inspection can safely identify common culprits like excessive dust accumulation on heatsinks and fans, or a non-spinning/faulty cooling fan.
- ✗
Spray compressed air into the vents while the system is running to clear dust.
Why it's wrong here
Spraying compressed air into a running system is highly discouraged due to several risks. The rapid airflow can cause cooling fans to spin at excessively high RPMs, potentially damaging their bearings and shortening their lifespan. Additionally, the forceful air can generate static electricity, which poses a significant threat of electrostatic discharge (ESD) to sensitive internal components, leading to immediate or latent failures. For effective and safe dust removal, the system should be powered off and opened.
- ✗
Replace the power supply unit immediately to fix the overheating.
Why it's wrong here
Replacing the power supply unit (PSU) immediately is a premature and potentially unnecessary troubleshooting step for general system overheating. While a failing PSU can generate excess heat or have a faulty fan, the most common causes of system overheating leading to unexpected shutdowns are inadequate cooling due to dust buildup on heatsinks, or failed case/CPU fans. Replacing a PSU without proper diagnosis is a costly and time-consuming action that often fails to address the actual thermal management problem.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 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 220-1202 exam.