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Difficulty: MediumTroubleshooting Methodology

A help desk technician receives a support ticket reporting that a thermal label printer in a warehouse has stopped printing shipping labels. The technician interviews the warehouse operator, reviews the print queue containing several stuck jobs, and confirms that the hardware lights indicate a ready status. Based on the gathered symptoms, the technician suspects that a software update installed earlier that morning introduced a driver incompatibility over the USB connection. According to the CompTIA troubleshooting methodology, which of the following actions should the technician perform NEXT?

  1. Roll back the print driver on a test machine to verify if the issue resolvesAnswer
  2. B
    Establish a plan of action and push a system-wide driver rollback to all warehouse workstations
  3. C
    Reconfigure the local network DHCP server to reassign an IP lease to the USB print spooler service
  4. D
    Document the driver conflict in the incident database and close the support ticket

Answer

Roll back the print driver on a test machine to verify if the issue resolves
The technician has completed Step 1 (Identify the problem) and Step 2 (Establish a theory of probable cause). The next mandatory step according to the CompTIA troubleshooting methodology is Step 3: Test the theory to determine the cause. Testing the driver rollback on a controlled machine safely validates or disproves the hypothesis.

Step-by-Step Solution

1
Identify the stage of the troubleshooting process reached in the scenario.
The technician has already gathered information (Step 1) and formed a theory of probable cause regarding the incompatible software update (Step 2).
Determining the current stage allows the technician to select the correct sequential next step.
2
Identify the official CompTIA 6-step troubleshooting methodology sequence.
The sequence is: 1. Identify problem, 2. Establish theory of probable cause, 3. Test theory to determine cause, 4. Establish plan of action & implement solution, 5. Verify full system functionality & implement preventive measures, 6. Document findings, actions, and outcomes.
Step 3 logically follows Step 2.
3
Select the action corresponding to Step 3 (Test the theory).
Testing the driver rollback on a single test workstation tests the theory without prematurely making widespread environment changes.
Testing confirms whether the driver update is indeed the root cause before proceeding to resolution planning.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Order
Estimated Time:1m 15s
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Topics

Troubleshooting Methodology

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