Is the troubleshooting methodology on the CompTIA A+ exam?

No. The 220-1201 (V15) objectives list the six steps as a best practice and say the methodology itself won't be tested. It's still worth learning: the troubleshooting domain is the largest on Core 1, and the same habits help there and on the job. Network+ (N10-009) does test it, as objective 5.1.

What are the 6 steps of the CompTIA troubleshooting methodology?

1) identify the problem; 2) establish a theory of probable cause (question the obvious); 3) test the theory to determine the cause; 4) establish a plan of action to resolve the problem and implement the solution; 5) verify full system functionality and, if applicable, implement preventive measures; 6) document findings/lessons learned, actions, and outcomes.

What does "question the obvious" mean?

Check the simple, common causes before the rare ones. Is the device plugged in and switched on, is the right input or network selected, is airplane mode off? Most problems have an ordinary cause, and ruling those out first saves time and parts.

What is the difference between the A+ and Network+ troubleshooting methodology?

A+ has six steps and Network+ has seven. Network+ separates planning the fix from carrying it out, asks you to identify the fix's potential effects, names escalation as part of implementing, suggests the OSI model or divide and conquer for narrowing a fault, and says to document throughout the process.

When should you escalate a problem?

When your tests have ruled out every theory you have, or when the fix needs access, permissions or expertise you don't have, or would affect systems outside your responsibility. Escalate with your notes so the next person doesn't repeat your tests.

Why is documenting the last step?

Because you should record what actually fixed the problem, after you've verified it. Notes taken along the way help too, and Network+ says to document throughout the process, but the final record belongs at the end.

The CompTIA troubleshooting methodology

Updated October 2026

CompTIA's troubleshooting methodology is 6 steps for A+: identify the problem, establish a theory of probable cause, test the theory, plan and implement the fix, verify full system functionality, and document what you found. Network+ uses a 7-step version. Both are below, with what each step means on a real ticket and what changed for A+ 220-1201, which lists the methodology as a best practice but leaves it off the exam.

The six steps of the A+ troubleshooting methodology

The step names are CompTIA's, from the A+ 220-1201 (V15) objectives. The last column follows one ticket from start to finish: a laptop that stopped connecting to the office Wi-Fi after an overnight update.

CompTIA A+ troubleshooting methodology, 220-1201 (V15)

Step	What you do	Example: laptop off the Wi-Fi after an update
1. Identify the problem	Gather facts before touching anything: ask the user what happened and what changed, note the exact error, check whether one device or many are affected, and reproduce the problem if you safely can. Back up anything at risk before you make changes.	It worked yesterday, an update installed overnight, and the other laptops in the office connect fine. The user's files sync to the cloud, so nothing needs backing up first.
2. Establish a theory of probable cause (question the obvious)	Turn the facts into a best guess at the cause, starting with the simple, common causes before the rare ones. If the symptoms don't point anywhere, research them in a knowledge base or online.	Obvious first: airplane mode or the Wi-Fi key switched off. If not, the overnight update may have replaced the wireless driver.
3. Test the theory to determine the cause	Check the theory before committing to a repair. If the test confirms it, move on to planning the fix. If it doesn't, form a new theory, or escalate when you run out of theories or access.	Airplane mode is off, so that theory is ruled out. Rolling the wireless driver back as a test brings the network back, which confirms the driver.
4. Establish a plan of action to resolve the problem and implement the solution	Decide how to fix the cause properly, with the least disruption, following the vendor's instructions, and then carry the plan out. Get approval first when the change affects other people or systems.	Keep the older driver, hold that driver update until a fixed version ships, and do it between the user's meetings.
5. Verify full system functionality and, if applicable, implement preventive measures	Confirm that everything works for the user, not just the one symptom, and stop the problem from coming back where you can.	The laptop joins the Wi-Fi, loads a website and opens a mapped drive. The bad driver is blocked for the other laptops that took the same update.
6. Document findings/lessons learned, actions, and outcomes	Record the cause, the fix and anything you'd do differently, so the next technician, or you in six months, starts from the answer.	The ticket notes the symptom, the driver version, the rollback and the update block, with a lesson: test driver updates on one laptop first.

Is the methodology on the A+ exam? No. The 220-1201 (V15) objectives list the six steps as a best practice for new technicians and say the methodology itself won't be tested. The troubleshooting domain (5.0, 28% of Core 1) is still the biggest on the exam, and the habits the steps describe help with it: gather the facts, test a theory before you fix, and confirm the fix works.

What changed from 220-1101

It's no longer an objective. On 220-1101 the methodology was objective 5.1, a task you applied to scenarios. In 220-1201 it moved out of the numbered objectives into a note at the front of the objectives document.
Step 6 adds lessons learned. 220-1101 said to document findings, actions and outcomes; 220-1201 adds lessons learned.
Research is still under step 2, reworded. 220-1101 suggested outside or inside research based on the symptoms; 220-1201 names a knowledge base or the internet.
The other 220-1101 details are gone from the list. The older version began with a reminder to weigh company policy and the effect of a change, and its steps added detail: back up before changing anything, check for changes in the environment or infrastructure, form a new theory or escalate when a test fails, and use the vendor's guidance. All of it is still good practice on the job.

The two orders that matter

Most troubleshooting mistakes come from doing two things out of order:

Theory and test before the fix. Swapping parts until something works can make the symptom go away without telling you the cause, and it costs time and parts. Form a theory, test it, and only then plan the repair.
Verify before you document. Write up what actually fixed the problem, after you've confirmed the whole system works, not the fix you expected to work.

If a test rules out your theory, go back to step 2 with a new one. If you run out of theories, or the fix needs access or authority you don't have, escalate to someone who has it. Escalating is part of the method, not a failure.

The Network+ version: seven steps

CompTIA Network+ (N10-009) still tests the methodology: objective 5.1 asks you to explain it. Its version has seven steps because planning the fix and carrying it out are separate:

CompTIA Network+ troubleshooting methodology, N10-009 objective 5.1

Step	Compared with A+
1. Identify the problem	The same first step. Network+ lists in more detail what it involves, such as talking to users, finding what changed and reproducing the problem.
2. Establish a theory of probable cause	Still starts with questioning the obvious, and adds ways to narrow a network fault: work through the OSI model top-down or bottom-up, or divide and conquer.
3. Test the theory to determine the cause	Same step name as A+. Network+ also keeps what to do with the result, which 220-1101 had and 220-1201 dropped: move on if the theory holds, otherwise try a new theory or escalate.
4. Establish a plan of action to resolve the problem and identify potential effects	Planning only, and it asks what else the fix could affect, like a change that briefly drops other users off the network.
5. Implement the solution or escalate as necessary	Carrying out the fix is its own step on Network+, with escalation named as an option.
6. Verify full system functionality and implement preventive measures if applicable	The same as A+ step 5.
7. Document findings, actions, outcomes, and lessons learned throughout the process	The same as A+ step 6, except Network+ says to document throughout the process, not only at the end.

If you're studying for both certifications, learn the Network+ wording: it covers nearly everything in the A+ version, with implementation as its own step. The A+ vs Network+ guide explains how the two certifications fit together.

Practice the steps

Free step-order PBQ: Order the Troubleshooting Steps gives you a support ticket and the six steps to put in order. It's graded instantly with an explanation, and needs no account.
The lesson: The CompTIA Troubleshooting Methodology walks through each step with examples, in the first section of the Core 1 course.
Hands-on labs: the free A+ labs give you real faults to work through with these steps, like a PC stuck on a 169.254 address.
The troubleshooting domain: the Core 1 study guide covers 5.0 Hardware and Network Troubleshooting, the largest Core 1 domain.
What to memorize for A+: the A+ cheat sheet gathers key lists from both cores, from ports and Wi-Fi standards to the ten-step malware removal order.