A user reports that after uninstalling software the computer is displaying 'cannot find a file on startup'. According to the troubleshooting theory, which of the following should the technician do…

Question

Options

• ATake notes that uninstalling the software is most likely the cause.
• BDocument the actions that were taking to resolve the issue.
• CAsk the user if they have made any changes before this error has occurred.
• DVerify that the system is completely operational.

• A
  90% (26)
• B
  7% (2)
• D
  3% (1)

Explanation

CompTIA's troubleshooting methodology follows a defined order: (1) Identify the problem, (2) Establish a theory of probable cause, (3) Test the theory, (4) Establish a plan of action, (5) Implement the solution, (6) Verify full functionality, (7) Document findings. The problem has already been identified - the error appeared after uninstalling software. The NEXT step is to establish a theory of probable cause, which is what answer A describes: recording that the uninstall is most likely responsible. Asking the user about changes (C) is part of step 1, which is already complete. Documenting actions (B) and verifying operation (D) come much later in the process.

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