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Difficulty: EasyCompTIA Troubleshooting Methodology

A network technician receives a service request reporting that a workstation in the accounting department cannot connect to the internal intranet server. The technician speaks with the affected user, reviews system logs, and successfully reproduces the connectivity failure. According to the CompTIA troubleshooting methodology, which of the following steps should the technician perform NEXT?

  1. Establish a theory of probable cause.Answer
  2. B
    Formulate a plan of action to resolve the connectivity issue.
  3. C
    Verify full system functionality by testing connection to the intranet server.
  4. D
    Document the findings, actions, and outcomes in the ticketing system.

Answer

Establish a theory of probable cause.
The technician has completed Step 1 (Identify the problem) by interviewing the user, analyzing logs, and duplicating the symptom. According to the CompTIA framework, the immediate next step is Step 2: Establish a theory of probable cause.

Step-by-Step Solution

1
Identify the current phase completed in the scenario.
The technician gathered information, reviewed system logs, and duplicated the issue, which completes Step 1 (Identify the problem).
Recognizing the completed step allows determination of the next sequential phase in the standard process.
2
Determine the next sequential phase in the CompTIA troubleshooting methodology.
Step 2 is to establish a theory of probable cause (questioning the obvious).
The CompTIA methodology follows a strict sequence: Identify problem -> Establish theory -> Test theory -> Plan of action/Implement -> Verify functionality -> Document.

Key Concept

CompTIA Troubleshooting Methodology Order
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CompTIA Troubleshooting Methodology

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