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Difficulty: MediumTroubleshooting Methodology

A support technician is troubleshooting a desktop computer that experiences garbled output on printed documents following an operating system upgrade. The technician interviewed the user, reviewed print queue logs, and hypothesized that an incompatible default printer driver was installed during the upgrade. To test this theory, the technician installed the manufacturer's recommended driver on a test workstation and successfully printed several sample documents without formatting errors. According to the CompTIA troubleshooting methodology, which of the following steps should the technician take NEXT?

  1. Establish a plan of action to update the printer driver on the user's computer and implement the solution.Answer
  2. B
    Document the root cause, driver version used, and final resolution in the organization's ticketing system.
  3. C
    Perform a complete functional check on the user's computer and configure automatic driver update policies.
  4. D
    Reconfigure the network DHCP server to reassign a dedicated static IP scope to the multifunction printer.

Answer

Establish a plan of action to update the printer driver on the user's computer and implement the solution.
The technician has successfully tested the theory of probable cause on a test workstation, which completes Step 3 of the CompTIA troubleshooting methodology. The next required step in the methodology is Step 4: Establish a plan of action to resolve the problem and implement the solution on the affected system.

Step-by-Step Solution

1
Analyze the completed troubleshooting steps in the scenario.
The technician completed Step 1 (Identify the problem), Step 2 (Establish a theory of probable cause), and Step 3 (Test the theory to determine cause by successfully testing the driver on a test machine).
Determining the current stage in the 6-step CompTIA process identifies what must be done next.
2
Identify the next sequential step in the CompTIA 6-step troubleshooting methodology.
Following Step 3 (Test the theory), the next step is Step 4: Establish a plan of action to resolve the problem and implement the solution.
CompTIA methodology requires structured execution in order: 1. Identify problem, 2. Establish theory, 3. Test theory, 4. Plan of action & implement, 5. Verify system functionality & preventive measures, 6. Document findings.

Key Concept

CompTIA 6-Step Troubleshooting Methodology
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Topics

Troubleshooting Methodology

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