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Difficulty: EasyTroubleshooting Methodology

A technician receives a ticket indicating that a user's desktop computer suddenly powered off and will not turn on. The technician gathers information from the user and identifies the problem. Next, the technician establishes a theory of probable cause, suspecting that the power strip under the desk was accidentally switched off. According to the standard CompTIA troubleshooting methodology, what is the NEXT step the technician should take?

  1. Test the theory to confirm whether the power strip switch is turned off.Answer
  2. B
    Order and install a replacement power supply unit for the computer workstation.
  3. C
    Document the root cause and complete resolution in the ticketing log system.
  4. D
    Reconfigure the workstation's IP address reservation settings on the DHCP server.

Answer

Test the theory to confirm whether the power strip switch is turned off.
Following the standard CompTIA troubleshooting methodology, once a technician establishes a theory of probable cause (Step 2), the mandatory next step is to test the theory to confirm or disprove the cause (Step 3). Checking the power strip switch directly tests the established theory.

Step-by-Step Solution

1
Identify the current step reached in the troubleshooting process.
The technician has completed Step 1 (Identify the problem) and Step 2 (Establish a theory of probable cause).
CompTIA methodology follows a sequential order of 6 distinct steps.
2
Determine the mandatory next step according to CompTIA methodology.
Step 3 requires testing the theory to confirm the cause.
A theory must be tested before planning or implementing a fix to avoid unnecessary changes or downtime.

Key Concept

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

Troubleshooting Methodology

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