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Zorluk: KolayTroubleshooting Methodology

A desktop support technician is investigating a thermal label printer at a warehouse workstation that stopped printing following a system driver update. The technician has interviewed the user, confirmed the error logs, and established a theory that the newly installed driver is incompatible with the label printer hardware. According to the standard CompTIA troubleshooting methodology, which of the following actions should the technician perform NEXT?

  1. Test the theory by rolling back the driver on a test machine to determine if normal printing functionality is restored.Cevap
  2. B
    Implement a plan of action to permanently rollback the print driver across all warehouse workstations.
  3. C
    Document the root cause and complete resolution steps in the central ticketing system history.
  4. D
    Replace the physical USB interface cable and internal mainboard of the thermal label printer.

Cevap

The technician should test the theory by rolling back the driver on a test machine to determine if normal printing functionality is restored.
According to the CompTIA troubleshooting methodology, after establishing a theory of probable cause (Step 2), the technician must test the theory to determine the cause (Step 3). Rolling back the driver on a test machine directly verifies whether the updated driver is the root cause of the issue.

Adım Adım Çözüm

1
Identify current stage in the CompTIA 6-step troubleshooting methodology.
The technician has already identified the problem (Step 1) and established a theory of probable cause (Step 2).
Sequential progression requires determining which step follows Step 2.
2
Determine the mandatory next step according to CompTIA standards.
Step 3 is 'Test the theory to determine the cause'.
Before creating a plan of action or making widespread changes, the technician must confirm if the theory is accurate.
3
Select the option corresponding to Step 3.
Testing the driver rollback on a test machine verifies whether the updated driver caused the fault.
Rolling back the driver in a controlled manner directly tests the established theory.

Anahtar Kavram

CompTIA Troubleshooting Methodology Order of Steps
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Troubleshooting Methodology

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