A customer reports a problem connecting to network resources. After asking open-ended questions, the technician determines the issue likely exists on the remote server. Which of the following should…

The correct answer is B. Test the theory. This question follows CompTIA's structured troubleshooting methodology: (1) Identify the problem, (2) Establish a theory, (3) Test the theory, (4) Establish a plan of action, (5) Implement the solution, (6) Verify, (7) Document. The technician has already gathered information…

Hardware and network troubleshooting

Question

A customer reports a problem connecting to network resources. After asking open-ended questions, the technician determines the issue likely exists on the remote server. Which of the following should the technician do next?

Options

ADocument the findings.
BTest the theory
CGather information
DEstablish a plan of action

How the community answered

(44 responses)

A
11% (5)
B
80% (35)
C
2% (1)
D
7% (3)

Explanation

This question follows CompTIA's structured troubleshooting methodology: (1) Identify the problem, (2) Establish a theory, (3) Test the theory, (4) Establish a plan of action, (5) Implement the solution, (6) Verify, (7) Document. The technician has already gathered information (open-ended questions) and established a theory (issue is on the remote server). The next logical step is to test that theory - for example, by pinging the server or checking its availability - before creating a plan of action or documenting findings.

Topics

#Troubleshooting methodology#Network troubleshooting#Problem solving#IT support process

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