The CompTIA A+ (220-1101 and 220-1102) certification is the industry standard for establishing a career in IT. The Performance-Based Questions (PBQs) are hands-on simulations that test your ability to apply technical knowledge in real-world scenarios.
In this comprehensive guide, we'll cover the most common types of A+ PBQs with detailed examples, step-by-step solutions, and practical strategies: hardware troubleshooting, Windows configuration, and mobile device setup. Master these skills to pass your A+ exams with confidence.
🔧 Hardware Troubleshooting PBQs
Hardware troubleshooting PBQs test your ability to diagnose and resolve physical computer issues systematically. These questions simulate real-world scenarios where you must identify faulty components, replace parts, or configure hardware settings.
Systematic Troubleshooting Approach
- Identify the problem - Gather information, question users, determine symptoms
- Establish a theory - Question the obvious, consider multiple approaches
- Test the theory - Once confirmed, move to next step; if not, establish new theory
- Establish a plan of action - Determine steps to resolve, consider corporate policies
- Implement the solution - Execute the plan, escalate if necessary
- Verify functionality - Confirm system operates normally, implement preventive measures
- Document findings - Record actions, outcomes, and lessons learned
Common Hardware Issues by Symptom
| Symptom | Likely Causes | What to Check |
|---|---|---|
| No power/won't boot | PSU failure, loose cables, dead motherboard | Power cable, PSU voltage, connections |
| Random shutdowns | Overheating, failing PSU, RAM issues | CPU temp, fan operation, dust buildup |
| Blue Screen (BSOD) | Bad RAM, driver issues, hardware conflict | Error codes, recent changes, RAM test |
| No display/black screen | Bad GPU, monitor issues, loose cable | Cable connections, monitor power, GPU seating |
| Grinding/clicking noises | Failing HDD, worn fan bearings | Identify source, backup data immediately |
| Slow performance | Insufficient RAM, full HDD, malware | Task Manager, disk space, RAM usage |
| Intermittent connectivity | Loose network cable, failing NIC | Cable, port, device manager for errors |
📝 Example Scenario 1: Computer Won't Power On
Scenario: A user reports their desktop computer won't turn on. When the power button is pressed, nothing happens—no lights, no fans, no beeps.
Step-by-Step Troubleshooting:
1. Check External Power:
- ✓ Verify power outlet is working (plug in another device or use outlet tester)
- ✓ Check if power cable is securely connected to PC and outlet
- ✓ Inspect power cable for damage (fraying, cuts, bent prongs)
- ✓ Check if power strip/surge protector is on and functioning
- ✓ Try a different power cable (if available)
2. Check PSU (Power Supply Unit):
- ✓ Verify PSU switch on back of PC is in ON position (I, not O)
- ✓ Check if voltage selector (115V/230V) matches your region
- ✓ Listen/feel for PSU fan when power button is pressed
- ✓ Use PSU tester or multimeter to check voltages (+12V, +5V, +3.3V)
- ✓ Test with known-good PSU if available
3. Check Internal Connections:
- ✓ Open case and verify 24-pin ATX power connector is seated on motherboard
- ✓ Check 4/8-pin CPU power connector is secure
- ✓ Reseat RAM modules (remove and reinstall firmly)
- ✓ Check for any loose internal cables
4. Test Minimal Configuration:
- ✓ Disconnect all non-essential components (GPU, extra drives, USB devices)
- ✓ Try booting with only: CPU, 1 stick of RAM, motherboard, PSU
- ✓ Listen for POST beep codes
- ✓ Add components back one at a time to identify culprit
5. Final Diagnostics:
- ✓ Check for blown capacitors on motherboard (bulging/leaking)
- ✓ Test with known-good components if available
- ✓ If still no power: likely motherboard or PSU failure
🎯 Most Common Solutions:
- 40% of cases: PSU switch off or voltage selector wrong
- 30% of cases: Failed PSU requiring replacement
- 15% of cases: Loose power cable or bad outlet
- 10% of cases: Motherboard failure
- 5% of cases: Loose internal connections
📝 Example Scenario 2: Computer Randomly Shuts Down
Scenario: A user's computer randomly shuts down during use, sometimes within minutes, sometimes after hours. It happens more frequently when running demanding applications.
Diagnostic Steps:
1. Check for Overheating (Most Common Cause):
- ✓ Download and run temperature monitoring software (HWMonitor, Core Temp)
- ✓ Check CPU temperature (should be under 80°C under load)
- ✓ Monitor GPU temperature if present
- ✓ Feel air exhaust—should be warm but not extremely hot
If overheating detected:
- • Clean dust from fans, heatsinks, and vents with compressed air
- • Verify all fans are spinning (CPU, case, GPU)
- • Check CPU heatsink is properly seated
- • Replace thermal paste if CPU is old (3+ years)
- • Ensure case has adequate airflow
2. Test Power Supply:
- ✓ PSU may be failing under load
- ✓ Use multimeter to check voltages during operation
- ✓ Check if PSU wattage is sufficient for components (use PSU calculator)
- ✓ Replace PSU if voltages drop or fluctuate
3. Check RAM:
- ✓ Run Windows Memory Diagnostic or Memtest86+
- ✓ Test each RAM stick individually
- ✓ Reseat RAM modules
- ✓ Replace faulty RAM if errors detected
4. Check Windows Event Viewer:
- ✓ Look for Critical errors before shutdown (Event ID 41 - Kernel-Power)
- ✓ Check for driver crashes or hardware errors
- ✓ Look for temperature-related warnings
📝 Example Scenario 3: Installing and Configuring RAM
Scenario: A customer wants to upgrade from 8GB to 16GB RAM. You need to install two new 8GB DDR4 modules and configure them for dual-channel operation.
Installation Procedure:
1. Pre-Installation Checks:
- ✓ Verify RAM compatibility (DDR4 vs DDR3, speed, capacity)
- ✓ Check motherboard supports 16GB total
- ✓ Consult motherboard manual for dual-channel configuration
- ✓ Note which slots to use (typically A2/B2 or slots 2 and 4)
2. Safety Procedures:
- ✓ Power off computer and unplug power cable
- ✓ Press power button to discharge residual power
- ✓ Use ESD wrist strap or touch metal case periodically
- ✓ Work on non-carpeted surface
3. Physical Installation:
- ✓ Open case and locate RAM slots
- ✓ Push down on both retention clips to release old RAM
- ✓ Remove old RAM at 45-degree angle
- ✓ Align new RAM (notch matches slot key)
- ✓ Insert at 45-degree angle, then press down until clips click
- ✓ Install second module in matching color slot for dual-channel
- ✓ Verify both retention clips are locked
4. Post-Installation Verification:
- ✓ Reconnect power and boot computer
- ✓ Enter BIOS/UEFI and verify 16GB detected
- ✓ Check dual-channel mode is active
- ✓ Boot into Windows and open Task Manager → Performance → Memory
- ✓ Confirm 16GB installed and available
- ✓ Run RAM test to verify stability
💡 Pro Exam Tips for Hardware PBQs:
- Always check power first: Most "dead" computers have simple power issues
- ESD protection is critical: Always mention using ESD wrist strap
- Document symptoms: Write down error codes, beep codes, and behaviors
- Reseat components: Many issues are resolved by reseating connections
- Check BIOS settings: Boot order, SATA mode, RAM speed can cause issues
- One change at a time: Change one thing, test, document results
- Know your beep codes: 1 beep = good POST, 3 beeps = RAM, continuous = power/motherboard
🪟 Windows Configuration PBQs
Windows configuration PBQs test your ability to manage user accounts, configure network settings, set file/folder permissions, and use Windows administrative tools. These scenarios reflect common IT support tasks.
Essential Windows Tools
| Tool | Access Method | Primary Use |
|---|---|---|
| Task Manager | Ctrl+Shift+Esc | Monitor performance, end tasks, check startup programs |
| Device Manager | devmgmt.msc | Manage hardware drivers, troubleshoot devices |
| Disk Management | diskmgmt.msc | Create/format partitions, assign drive letters |
| User Accounts | netplwiz or lusrmgr.msc | Create/manage local user accounts |
| Event Viewer | eventvwr.msc | View system logs, diagnose errors |
| Network Connections | ncpa.cpl | Configure network adapters, IP settings |
| Services | services.msc | Start/stop Windows services |
| System Configuration | msconfig | Boot options, startup programs, services |
📝 Example Scenario 1: Creating and Configuring User Accounts
Scenario: Create three new user accounts for a small office: JSmith (Administrator), MJones (Standard User), and Guest (Guest account). Configure appropriate permissions and require password changes at first login for JSmith and MJones.
Step-by-Step Configuration:
Method 1: Using Computer Management (lusrmgr.msc):
1. Press Win+R, type "lusrmgr.msc", press Enter 2. Navigate to Users folder 3. Right-click in empty space → New User
Creating Administrator (JSmith):
- • Username: JSmith
- • Full name: John Smith
- • Description: IT Administrator
- • Password: [Strong password - min 8 chars, upper/lower/numbers/symbols]
- • ✓ User must change password at next logon
- • ✗ User cannot change password
- • ✗ Password never expires
- • Click "Create"
- • Right-click JSmith → Properties → Member Of tab
- • Click "Add" → type "Administrators" → OK
Creating Standard User (MJones):
- • Username: MJones
- • Full name: Mary Jones
- • Description: Marketing Department
- • Password: [Temporary password]
- • ✓ User must change password at next logon
- • Click "Create"
- • No additional groups needed (defaults to Users group)
Enabling Guest Account:
- • Right-click "Guest" account → Properties
- • ✗ Account is disabled
- • Click "Apply"
Method 2: Using Command Prompt (Alternative):
REM Create users net user JSmith P@ssw0rd123 /add /fullname:"John Smith" net user MJones P@ssw0rd456 /add /fullname:"Mary Jones" REM Add JSmith to Administrators net localgroup Administrators JSmith /add REM Force password change at next login net user JSmith /logonpasswordchg:yes net user MJones /logonpasswordchg:yes REM Enable Guest account net user Guest /active:yes
📝 Example Scenario 2: Configuring File/Folder Permissions
Scenario: Create a shared folder "Marketing" on C:\ drive. Allow the Marketing group Read & Write access, allow Managers group Full Control, and deny Guest access. Enable network sharing.
Configuration Steps:
1. Create Folder and Set NTFS Permissions:
- • Navigate to C:\ and create new folder "Marketing"
- • Right-click Marketing → Properties → Security tab
- • Click "Edit" to modify permissions
- • Click "Add" → type "Marketing" → Check Names → OK
- • Select Marketing group → Check "Modify" (gives Read & Write)
- • Click "Add" → type "Managers" → OK
- • Select Managers group → Check "Full Control"
- • Click "Add" → type "Guest" → OK
- • Select Guest → Check "Deny" for all permissions
- • Click "Apply" → confirm warning about explicit deny
2. Configure Network Sharing:
- • Right-click Marketing → Properties → Sharing tab
- • Click "Advanced Sharing"
- • ✓ Share this folder
- • Share name: Marketing
- • Click "Permissions"
- • Remove "Everyone" (if present)
- • Add "Marketing" group → Allow: Read, Change
- • Add "Managers" group → Allow: Full Control
- • Click "OK" on all windows
3. Verify Permissions:
- • Network path: \\COMPUTERNAME\Marketing
- • Test access with Marketing group member (can read/write)
- • Test with Managers group member (full control)
- • Test with Guest (should be denied)
📚 NTFS Permissions Reference:
- Read: View files and folders, cannot modify
- Write: Create files and folders, modify existing ones
- Read & Execute: Read + run executable files
- Modify: Read, Write, Execute, Delete files
- Full Control: All permissions + change permissions/ownership
- Deny: Overrides all Allow permissions
📝 Example Scenario 3: Network Configuration
Scenario: Configure a workstation with static IP: 192.168.1.50, Subnet: 255.255.255.0, Gateway: 192.168.1.1, DNS: 8.8.8.8 and 8.8.4.4.
Configuration Steps:
Method 1: Using Network Connections GUI:
- 1. Press Win+R → type "ncpa.cpl" → Enter
- 2. Right-click network adapter (Ethernet or Wi-Fi) → Properties
- 3. Select "Internet Protocol Version 4 (TCP/IPv4)" → Properties
- 4. Select "Use the following IP address":
- • IP address: 192.168.1.50
- • Subnet mask: 255.255.255.0
- • Default gateway: 192.168.1.1
- 5. Select "Use the following DNS server addresses":
- • Preferred DNS: 8.8.8.8
- • Alternate DNS: 8.8.4.4
- 6. Click "OK" → Close
Method 2: Using Command Prompt:
REM Configure IP address netsh interface ip set address name="Ethernet" static 192.168.1.50 255.255.255.0 192.168.1.1 REM Configure DNS servers netsh interface ip set dns name="Ethernet" static 8.8.8.8 netsh interface ip add dns name="Ethernet" 8.8.4.4 index=2 REM Verify configuration ipconfig /all
Verification Steps:
- • Open Command Prompt → type
ipconfig /all - • Verify IP address: 192.168.1.50
- • Verify subnet mask: 255.255.255.0
- • Verify default gateway: 192.168.1.1
- • Verify DNS servers: 8.8.8.8 and 8.8.4.4
- • Test connectivity:
ping 192.168.1.1(gateway) - • Test DNS:
ping google.com
💡 Pro Exam Tips for Windows Configuration PBQs:
- Know your shortcuts: Win+R to run commands (msconfig, lusrmgr.msc, etc.)
- NTFS vs Share permissions: Most restrictive applies when accessing over network
- Deny overrides Allow: Explicit deny always takes precedence
- Local vs Domain accounts: DOMAIN\username for domain, just username for local
- Test configurations: Always verify settings work as intended
- Static IP considerations: Must be outside DHCP range to avoid conflicts
- Administrator access required: Most configuration tasks need admin privileges
📱 Mobile Device Setup PBQs
Mobile device PBQs test your ability to configure email accounts, establish secure connections, set up mobile device management (MDM), and troubleshoot common mobile issues. These scenarios cover both iOS and Android platforms.
Common Mobile Configuration Tasks
- Email Configuration: Corporate Exchange, Gmail, IMAP/POP3
- Wi-Fi Setup: WPA2/WPA3 Enterprise with 802.1X authentication
- VPN Configuration: IPSec, L2TP, SSL VPN for remote access
- MDM Enrollment: Intune, AirWatch, MobileIron enrollment
- Synchronization: Contacts, calendars, cloud storage
- Security Settings: Passcodes, biometrics, encryption
📝 Example Scenario 1: Configure Corporate Email (Exchange ActiveSync)
Scenario: Configure a corporate Exchange email account on an iPhone for user jsmith@company.com. Server: mail.company.com. Require SSL/TLS. Sync email, contacts, and calendar.
iOS Configuration:
Step-by-Step Setup:
- 1. Open Settings → scroll to Mail
- 2. Tap Accounts → Add Account
- 3. Select Exchange
- 4. Enter credentials:
- • Email: jsmith@company.com
- • Description: Work Email (auto-fills)
- 5. Tap Next (may auto-discover settings)
- 6. If prompted for server:
- • Server: mail.company.com
- • Domain: (leave blank unless specified)
- • Username: jsmith or jsmith@company.com
- • Password: [user's password]
- 7. Tap Next
- 8. Enable items to sync:
- • ✓ Contacts
- • ✓ Calendars
- • ✗ Reminders (optional)
- • ✗ Notes (optional)
- 9. Tap Save
Verification:
- • Open Mail app → verify inbox loads
- • Check for green lock icon (indicates SSL/TLS)
- • Send test email to verify outbound works
- • Open Contacts → verify corporate contacts sync
- • Open Calendar → verify events appear
Android Configuration:
- 1. Open Settings → Accounts → Add Account
- 2. Select Exchange or Corporate
- 3. Enter email: jsmith@company.com
- 4. Enter password → tap Next
- 5. If manual setup required:
- • Server: mail.company.com
- • Domain\Username: company\jsmith (or just jsmith)
- • Password: [user's password]
- • ✓ Use secure connection (SSL/TLS)
- • ✓ Accept all SSL certificates (if using self-signed)
- 6. Configure account options:
- • Sync frequency: Push (real-time) or 15 minutes
- • ✓ Sync Email
- • ✓ Sync Contacts
- • ✓ Sync Calendar
- • Notify for new mail: On
- 7. Tap Done or Finish Setup
📝 Example Scenario 2: Configure Enterprise Wi-Fi with 802.1X
Scenario: Connect an Android device to corporate Wi-Fi "CorpNet" using WPA2-Enterprise with 802.1X. Authentication: PEAP with MSCHAPv2. Username: jsmith@company.com, Password: provided by user.
Configuration Steps:
iOS Setup:
- 1. Settings → Wi-Fi
- 2. Tap CorpNet
- 3. Enter credentials:
- • Username: jsmith@company.com
- • Password: [user's password]
- 4. If prompted, trust certificate (for PEAP)
- 5. Tap Join
- 6. Verify connection (checkmark and Wi-Fi icon)
Android Setup:
- 1. Settings → Network & Internet → Wi-Fi
- 2. Tap CorpNet
- 3. Configure advanced settings:
- • EAP method: PEAP
- • Phase 2 authentication: MSCHAPv2
- • CA certificate: Use system certificates (or install specific)
- • Domain: company.com (if required)
- • Identity: jsmith@company.com
- • Anonymous identity: (leave blank)
- • Password: [user's password]
- 4. Tap Connect
- 5. Verify "Connected" status
📝 Example Scenario 3: Configure VPN Access
Scenario: Set up L2TP/IPSec VPN on iPhone for remote access. Server: vpn.company.com, Account name: jsmith, Password: provided, Shared Secret: CompanyVPN2025.
iOS VPN Configuration:
- 1. Settings → General → VPN & Device Management
- 2. Tap VPN → Add VPN Configuration
- 3. Select Type: L2TP
- 4. Configure settings:
- • Description: Company VPN
- • Server: vpn.company.com
- • Account: jsmith
- • Password: [user's password]
- • Secret: CompanyVPN2025
- • ✓ Send All Traffic (to route all through VPN)
- 5. Tap Done
- 6. Toggle VPN switch to On
- 7. Verify "VPN" icon appears in status bar
- 8. Test access to internal resources
🔒 Common VPN Protocols:
- L2TP/IPSec: Good security, widely supported, requires shared secret
- IKEv2: Fast reconnection, good for mobile devices (iOS native)
- PPTP: Legacy, weak encryption, avoid if possible
- OpenVPN: Strong security, requires app installation
- SSL VPN: Browser-based, no client needed
💡 Pro Exam Tips for Mobile Device PBQs:
- Know Exchange vs IMAP/POP3: Exchange syncs all data bidirectionally
- SSL/TLS port numbers: IMAPS (993), POP3S (995), SMTPS (465/587)
- 802.1X for Enterprise Wi-Fi: PEAP-MSCHAPv2 is most common
- VPN use cases: Remote access to corporate network, secure public Wi-Fi
- MDM capabilities: Remote wipe, app deployment, policy enforcement
- Sync options: Push (real-time) vs Fetch (scheduled) vs Manual
- Troubleshooting: Check credentials, verify network, confirm server address
🔑 Key Takeaways
- Follow systematic troubleshooting. Use the 7-step CompTIA troubleshooting methodology for all hardware issues.
- Power issues are most common. Always check power cable, outlet, PSU switch, and voltage selector first.
- ESD protection is critical. Always mention using an ESD wrist strap when handling components.
- Know your Windows tools. Memorize how to access key utilities: devmgmt.msc, diskmgmt.msc, lusrmgr.msc, ncpa.cpl.
- NTFS permissions: Deny overrides Allow. Most restrictive permission applies when combining NTFS and Share.
- Static IP must be outside DHCP range. Prevents conflicts with dynamically assigned addresses.
- Exchange uses ActiveSync. Provides bidirectional sync of email, contacts, and calendar.
- Enterprise Wi-Fi uses 802.1X. PEAP-MSCHAPv2 is the most common authentication method.
- VPN provides secure remote access. L2TP/IPSec and IKEv2 are common protocols for mobile devices.
- Practice with hands-on labs. Use virtual machines or test hardware to build real-world experience.