220-1101 · Question #531
After a corporate office upgraded its Ethernet wiring, a number of users are unable to access the internet. A technician establishes a theory for troubleshooting the issue and tests it, but the theory
The correct answer is B. Gather additional details.. This step helps to identify the problem more accurately and establish a new theory of probable cause. The other options are not appropriate for this stage of the troubleshooting process. Documenting the findings, escalating the problem, and identifying user changes are steps that
Question
After a corporate office upgraded its Ethernet wiring, a number of users are unable to access the internet. A technician establishes a theory for troubleshooting the issue and tests it, but the theory is incorrect. Which of the following should the technician do next?
Options
- ADocument the findings.
- BGather additional details.
- CEscalate the problem.
- DIdentify user changes.
How the community answered
(25 responses)- A4% (1)
- B80% (20)
- C12% (3)
- D4% (1)
Explanation
This step helps to identify the problem more accurately and establish a new theory of probable cause. The other options are not appropriate for this stage of the troubleshooting process. Documenting the findings, escalating the problem, and identifying user changes are steps that should be done later in the process, after determining the cause and implementing a solution.
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