A customer has just experienced a blue screen and the PC will not boot. A technician is dispatched to the customer's site. Which of the following are the FIRST and LAST steps the technician should…

The correct answer is B. Document the findings D. Identify the problem. CompTIA's six-step troubleshooting methodology defines a strict order: (1) Identify the problem, (2) Establish a theory of probable cause, (3) Test the theory to determine the cause, (4) Establish a plan of action and implement a solution, (5) Verify full system functionality…

Hardware and network troubleshooting

Question

A customer has just experienced a blue screen and the PC will not boot. A technician is dispatched to the customer's site. Which of the following are the FIRST and LAST steps the technician should take? (Choose two.)

Options

ATest the theory to determine the cause
BDocument the findings
CEstablish a plan of action to resolve the problem and implement a solution
DIdentify the problem
EVerify full system functionality and implement applicable preventive measures
FEstablish a theory of probable cause

How the community answered

(31 responses)

B
90% (28)
C
3% (1)
E
6% (2)

Explanation

CompTIA's six-step troubleshooting methodology defines a strict order: (1) Identify the problem, (2) Establish a theory of probable cause, (3) Test the theory to determine the cause, (4) Establish a plan of action and implement a solution, (5) Verify full system functionality and implement preventive measures, (6) Document findings, actions, and outcomes. Therefore, the FIRST step is D - Identify the problem (gathering information about the blue screen and boot failure), and the LAST step is B - Document the findings. All other answer choices represent intermediate steps in the process.

Topics

#troubleshooting methodology#BSOD#problem identification#documentation

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