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Difficulty: MediumTroubleshooting Methodology

A IT support technician is troubleshooting a desktop computer that experiences random system crashes and blue screen errors during heavy multitasking. The technician interviewed the user, examined the crash dump files pointing to memory addresses, performed a full system backup, and established a theory that one of the newly added RAM modules is defective or incompatible. Which of the following actions should the technician perform NEXT according to the CompTIA troubleshooting methodology?

  1. Run a memory diagnostic tool on each RAM module individually to test the hypothesis.Answer
  2. B
    Order and install a replacement motherboard and CPU to resolve the stability issue.
  3. C
    Reconfigure the network router's DHCP server to assign a static IP lease to the workstation.
  4. D
    Document the incident resolution in the ticketing system and advise the user on RAM slot population rules.

Answer

Run a memory diagnostic tool on each RAM module individually to test the hypothesis.
According to the standard CompTIA troubleshooting methodology, once a technician has identified the problem and established a theory of probable cause (Step 2), the mandatory NEXT step is to test the theory to determine the cause (Step 3). Running a diagnostic test on each RAM module directly tests the established hypothesis.

Step-by-Step Solution

1
Analyze the current stage of the troubleshooting process.
The technician has completed Step 1 (Identify the problem, interview user, review logs, perform backup) and Step 2 (Establish a theory of probable cause: defective or incompatible RAM).
Determining the current stage dictates what action must immediately follow according to the CompTIA methodology.
2
Identify the next sequential step in the CompTIA 6-step framework.
Step 3 is 'Test the theory to determine the cause'.
The technician must confirm or disconfirm the established hypothesis before creating a plan of action or implementing changes.
3
Select the option that represents testing the RAM hypothesis.
Running a standalone memory diagnostic tool on individual RAM modules isolates and tests the specific hypothesis.
Isolating modules with a diagnostic utility objectively confirms whether a specific RAM stick is failing.

Key Concept

CompTIA Troubleshooting Methodology Order (Step 3: Test the theory to determine cause)
Estimated Time:1m 15s
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Topics

Troubleshooting Methodology

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