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Difficulty: EasyTroubleshooting Methodology

A help desk technician has completed gathering details from a user and successfully reproduced a problem where a tablet intermittently disconnects from the Wi-Fi network. According to the standard CompTIA troubleshooting methodology, which of the following is the NEXT step the technician should take?

  1. Establish a theory of probable cause.Answer
  2. B
    Implement a plan of action to resolve the wireless issue.
  3. C
    Reconfigure the primary DNS server to manage IP address leases for mobile clients.
  4. D
    Replace the display inverter component to restore Wi-Fi signal processing.

Answer

Establish a theory of probable cause.
The CompTIA troubleshooting methodology follows a strict order: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action and implement the solution, 5) Verify full system functionality and implement preventive measures, and 6) Document findings. Since the technician has already gathered information and reproduced the issue (Step 1), the immediate next step is to establish a theory of probable cause.

Step-by-Step Solution

1
Identify the current stage reached in the CompTIA troubleshooting framework.
The technician has already identified the problem by interviewing the user and reproducing the issue.
Step 1 (Identify the problem) is complete.
2
Determine the immediate next step in the standard 6-step sequence.
Step 2 is 'Establish a theory of probable cause (question the obvious)'.
A technician must form a hypothesis before testing or attempting fixes.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Sequence
Estimated Time:45s
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Topics

Troubleshooting Methodology

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