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Difficulty: MediumTroubleshooting Methodology

A technician is resolving an issue where a mobile workstation repeatedly drops its Wi-Fi connection when placed on a specific docking station. The technician tested the theory of probable cause by disabling the dock's integrated Ethernet controller in Device Manager, which successfully restored stable wireless connectivity during testing. Which of the following actions should the technician perform NEXT according to the standard CompTIA troubleshooting methodology?

  1. Establish a plan of action to update the dock's firmware and implement the solution.Answer
  2. B
    Document the root cause and resolution details in the ticketing system.
  3. C
    Perform a complete system wipe and reinstall the laptop operating system to prevent future driver conflicts.
  4. D
    Replace the wireless router access point with an unmanaged Layer 2 switch to clear network congestion.

Answer

Establish a plan of action to update the dock's firmware and implement the solution.
According to the CompTIA troubleshooting methodology, once a theory of probable cause is tested and confirmed, the technician must establish a plan of action to resolve the problem and then implement the solution.

Step-by-Step Solution

1
Identify the current step in the CompTIA 6-step troubleshooting methodology.
The technician has already identified the problem, established a theory, and tested the theory to confirm the cause (Steps 1–3).
Testing the theory confirmed that the dock's controller was interfering with the wireless adapter.
2
Determine the next sequential step in the methodology.
Step 4 is to establish a plan of action to resolve the problem and implement the solution.
Proper troubleshooting requires planning the fix (such as updating firmware/drivers) before applying changes to production environments.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Order
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Topics

Troubleshooting Methodology

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