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220-1101 · Question #661

A user is reporting that a computer has been very slow in recent days. The technician looks into the problem and finds pop-ups are randomly appearing on the screen. Which of the following is the next

The correct answer is B. Establish a theory of probable cause.. After identifying a problem like pop-ups and slowness, the next step in the troubleshooting methodology is to establish a theory of probable cause to guide further investigation and potential solutions.

Hardware and network troubleshooting

Question

A user is reporting that a computer has been very slow in recent days. The technician looks into the problem and finds pop-ups are randomly appearing on the screen. Which of the following is the next step the technician must take?

Options

  • AEstablish a knowledge base.
  • BEstablish a theory of probable cause.
  • CEstablish a new theory and consider escalating.
  • DEstablish a plan of action.

How the community answered

(23 responses)
  • A
    4% (1)
  • B
    83% (19)
  • C
    9% (2)
  • D
    4% (1)

Why each option

After identifying a problem like pop-ups and slowness, the next step in the troubleshooting methodology is to establish a theory of probable cause to guide further investigation and potential solutions.

AEstablish a knowledge base.

Establishing a knowledge base is part of documenting and improving future troubleshooting, not a direct step after identifying a problem with an active issue.

BEstablish a theory of probable cause.Correct

According to standard troubleshooting methodologies, once symptoms are identified, the technician should formulate a theory about what is causing the problem (e.g., malware infection) before proceeding to test and resolve it. This step helps narrow down the potential issues.

CEstablish a new theory and consider escalating.

Establishing a new theory and escalating would occur if the initial theory failed to resolve the problem, but the technician hasn't even established an initial theory yet.

DEstablish a plan of action.

Establishing a plan of action comes after a theory of probable cause has been established and confirmed, outlining the steps to implement a solution.

Concept tested: Troubleshooting methodology steps

Source: https://learn.microsoft.com/en-us/training/modules/windows-10-troubleshooting-system-issues/2-troubleshooting-methodology

Topics

#Troubleshooting methodology#Malware symptoms#Adware#Problem diagnosis

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