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Zorluk: KolayTroubleshooting Methodology

A technician has gathered details from a client and confirmed that a system started failing immediately after a software application update. The technician is now moving to the next phase of the CompTIA troubleshooting methodology to establish a theory of probable cause. Which of the following actions should the technician take during this phase? (Select TWO.)

  1. Question the user further and evaluate environmental or system changes.Cevap
  2. B
    Implement a full system restore across all network computers immediately.
  3. Consider OSI model layers using a top-to-bottom or bottom-to-top testing approach.Cevap
  4. D
    Document the final resolution and present preventive measures to the team.

Cevap

During the process of establishing a theory of probable cause, the technician should question the user further regarding changes and consider top-to-bottom or bottom-to-top OSI troubleshooting approaches.
Establishing a theory of probable cause involves gathering additional details about recent changes and using structured models (such as top-to-bottom or bottom-to-top OSI analysis) to determine potential failure points.

Adım Adım Çözüm

1
Identify the target phase in the CompTIA 6-step troubleshooting methodology.
The scenario progresses from Step 1 (Identify the problem) into Step 2 (Establish a theory of probable cause).
Understanding the current stage determines which diagnostic techniques are appropriate.
2
Select valid procedures associated with establishing a theory of probable cause.
Sub-actions include questioning the user about recent changes and systematically analyzing the OSI model layers.
These steps help isolate potential root causes prior to performing testing or implementing changes.

Anahtar Kavram

CompTIA Troubleshooting Methodology - Step 2: Establish a Theory of Probable Cause
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Troubleshooting Methodology

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