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Difficulty: EasyCompTIA Troubleshooting Methodology

A network technician receives a service desk ticket regarding a user who has lost network connectivity. The technician gathers information from the user and formulates a probable cause that a loose Ethernet cable at the wall jack is causing the outage. According to the official CompTIA troubleshooting methodology, which step should the technician perform NEXT?

  1. Test the theory to determine the actual cause.Answer
  2. B
    Establish a plan of action to resolve the problem.
  3. C
    Verify full system functionality and implement preventive measures.
  4. D
    Document the findings, actions, and outcomes.

Answer

Testing the theory to determine the actual cause is the next step required by the CompTIA troubleshooting methodology.
According to the standard CompTIA troubleshooting framework, after establishing a theory of probable cause, the technician must test the theory to confirm the cause (Step 3) before creating or implementing a plan of action.

Step-by-Step Solution

1
Identify the current phase of the troubleshooting process.
The technician has already identified the problem and established a theory of probable cause.
Recognizing the current progress in the official methodology dictates what action comes next.
2
Determine the immediate next step in the CompTIA 6-step framework.
Step 2 (Establish a theory of probable cause) is immediately followed by Step 3 (Test the theory to determine the cause).
A technician must confirm whether a hypothesized cause is correct before attempting resolution.

Key Concept

CompTIA Troubleshooting Methodology Step Sequence
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CompTIA Troubleshooting Methodology

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