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…

The correct answer is B. Establish a theory of probable cause. The technician has identified the symptoms (slow performance and random pop-ups) and must now establish a theory of probable cause, such as malware or spyware infection.

Submitted by rania.sa· Mar 30, 2026Hardware 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

(30 responses)

A
7% (2)
B
80% (24)
C
10% (3)
D
3% (1)

Explanation

The technician has identified the symptoms (slow performance and random pop-ups) and must now establish a theory of probable cause, such as malware or spyware infection.

Topics

#Troubleshooting methodology#Problem diagnosis#Malware symptoms#Probable cause identification

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