A technician, Joe, visits a site that has reported a network down emergency. He immediately reboots the switches and the router since the network is down. Which of the following network…

Question

Options

• ADetermine if anything has changed
• BOnce a theory is confirmed determine the next step is to resolve the problem
• CImplement the solution or escalate as necessary
• DQuestion the obvious

• A
  93% (38)
• B
  2% (1)
• D
  5% (2)

Explanation

According to the CompTIA troubleshooting methodology, the very first step when identifying a problem is to gather information - which includes determining if anything has recently changed (new hardware, software updates, configuration changes, etc.). Joe skipped this critical information-gathering step and jumped straight to taking action by rebooting devices. A recent change is frequently the root cause of outages, and knowing this could have pointed Joe to the correct fix without a blind reboot. Rebooting without diagnosis can also obscure important clues like error logs. Option D (question the obvious) is also part of identification but is less specifically about root-cause discovery than determining what changed.

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