N10-005 · Question #603
A user is unable to print to a network printer. Which of following is the FIRST step that a technician should take to troubleshoot the issue?
The correct answer is A. Identify the problem. CompTIA's structured troubleshooting methodology defines identifying the problem as the mandatory first step before any other action is taken.
Question
A user is unable to print to a network printer. Which of following is the FIRST step that a technician should take to troubleshoot the issue?
Options
- AIdentify the problem.
- BEstablish a plan of action to resolve the problem.
- CEstablish a theory of probable cause.
- DImplement preventative measures.
How the community answered
(34 responses)- A94% (32)
- B3% (1)
- D3% (1)
Why each option
CompTIA's structured troubleshooting methodology defines identifying the problem as the mandatory first step before any other action is taken.
According to CompTIA's seven-step troubleshooting methodology, Step 1 is to identify the problem by gathering information from the user, reviewing logs, and duplicating the issue if possible. All subsequent steps depend on a clear problem statement established in this first step.
Establishing a plan of action to resolve the problem is Step 4 in CompTIA's methodology and cannot occur before the problem is identified and a theory is tested.
Establishing a theory of probable cause is Step 2 and logically follows after the problem has been identified in Step 1.
Implementing preventative measures is Step 6, performed after the problem has been fully resolved to prevent recurrence.
Concept tested: CompTIA troubleshooting methodology first step
Source: https://www.comptia.org/training/resources/exam-objectives
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