N10-005 · Question #950
A user reports they are unable to access a file on a mapped network drive. A technician discovers the server where the file is located did not come back online after last night's power outage and manu
The correct answer is C. Document findings, actions, and outcomes. The CompTIA troubleshooting methodology follows these steps: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action and implement the solution, 5) Verify full system functionality, 6) Document findings, actions, and out
Question
A user reports they are unable to access a file on a mapped network drive. A technician discovers the server where the file is located did not come back online after last night's power outage and manually powers the server back online. The technician then verifies the user can connect to their file. Which of the following troubleshooting steps should the technician do NEXT?
Options
- AEscalate by following change procedures
- BEstablish a plan of action to resolve the problem
- CDocument findings, actions, and outcomes
- DQuestion the user
How the community answered
(19 responses)- A5% (1)
- C95% (18)
Explanation
The CompTIA troubleshooting methodology follows these steps: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action and implement the solution, 5) Verify full system functionality, 6) Document findings, actions, and outcomes. The technician has already identified the problem, implemented a fix (powered the server on), and verified the fix works. The next and final step is documentation - recording what happened, what was done, and the outcome. This ensures a knowledge base for future incidents and satisfies IT best practices.
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