Steps to Troubleshooting Case scenarios

A user is getting an error message when trying to go to a website. A technician asks the user a few questions to find out more about the issue. The technician opens a browser locally and browses to the same site as the user. Which of the following troubleshooting steps is the technician using by browsing to the same site?

• Establish a plan of action

• Gather information

• Duplicate the problem

• Find the root cause

Which of the following actions is the FINAL step in the standard troubleshooting methodology?

• Document the solution and cause

• Create a new theory of cause

• Research the problem online

• Implement preventive measures

A technician is troubleshooting a problem. The technician tests the theory and determines the theory is confirmed. Which of the following should be the technician's NEXT step?

• Implement the solution

• Document lessons learned

• Establish a plan of action

• Verify full system functionality

A help desk technician encounters an issue and wants to find out if a colleague has encountered the same issue before. Which of the following should the technician do FIRST?

• Check knowledge base

• Search local logs

• Research possible theories

• Question users

A help desk technician encounters an issue and wants to find out if a colleague has encountered the same issue before. Which of the following should the technician do FIRST?

• Question the obvious

• Divide and conquer

• Duplicate the problem

• Research the knowledge base

Which of the following tasks is typically performed during the identification phase of the troubleshooting methodology?

• Divide and conquer

• Verify functionality

• Question users

• Implement the solution

A technician has worked through all steps of the troubleshooting methodology and has not been able to resolve the issue. Which of the following should the technician do NEXT?

• Gather information

• Establish a new theory

• Confirm the root cause

• Escalate as necessary