Part 5.1

You are troubleshooting a network issue. What is the first step you should take according to the troubleshooting methodology?

• Test your theory

• Identify the problem

• Implement the solution

• Document your findings

A user reports that their computer cannot connect to the internet. Which of the following actions best demonstrates the step of "establishing a theory of probable cause"?

• Replacing the network cable immediately

• Considering possible reasons such as a faulty network card or incorrect settings

• Restarting the computer

• Documenting the issue

After forming a theory about a possible cause of a printer malfunction, what should you do next according to the troubleshooting methodology?

• Implement the solution

• Test the theory to confirm if it is correct

• Identify the problem again

• Document the findings

You have confirmed your theory about the cause of a software error. What is the next logical step in the troubleshooting process?

• Establish a plan of action to resolve the problem

• Identify the problem again

• Document the solution

• Test another theory

Which of the following best illustrates the "implement the solution" step in troubleshooting?

• Writing a report about the issue

• Applying the fix you planned, such as updating a driver

• Asking the user more questions

• Testing a new theory

After implementing a solution to a hardware issue, what should you do to ensure the problem is resolved?

• Immediately close the support ticket

• Verify full system functionality by testing the hardware

• Move on to another task

• Replace the hardware again

A user’s application crashes frequently. You suspect a recent update is the cause. Which action best represents "testing the theory"?

• Uninstalling the update to see if the problem stops

• Ignoring the update

• Reinstalling the application without testing

• Documenting the crash

You have identified a problem and established a probable cause. What should you do before implementing a solution?

• Document the findings

• Test your theory to confirm the cause

• Replace all hardware components

• Ignore the problem

Which of the following is an example of verifying functionality after implementing a solution?

• Asking the user if the issue is resolved and running diagnostic tests

• Immediately closing the case

• Guessing the problem is fixed

• Ignoring further testing

After resolving a technical issue, what is the best way to ensure future troubleshooting is more effective?

• Forget about the issue

• Document the findings and lessons learned

• Repeat the troubleshooting process unnecessarily

• Only tell your supervisor