An IT support technician is investigating a reported issue where an executive's laptop fails to synchronize files with internal network shares while working remotely. After interviewing the user, inspecting error logs, and testing a hypothesis, the technician successfully confirms that an expired client certificate in the VPN software is causing authentication to fail. According to the CompTIA troubleshooting methodology, which action should the technician take NEXT?
- Establish a plan of action to resolve the issue and implement the solution.Cevap
- BPerform a test file synchronization to confirm full system functionality.
- CLog the root cause, actions taken, and final outcome in the ticketing system.
- DReconfigure the network's DHCP lease duration to resolve the domain name resolution failure.
Cevap
Establish a plan of action to resolve the issue and implement the solution.
In the standard CompTIA 6-step troubleshooting methodology (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), the technician has completed Step 3 by testing and confirming the theory. Therefore, the immediate next step is to establish a plan of action to resolve the problem and implement the solution.
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