A user calls the system administrator and states that they can no longer access the file server they had been working on all morning. To troubleshoot this problem, which step should the administrator take FIRST?

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B. Ask the user what they were doing when they noticed the problem. The first step in any structured troubleshooting methodology is to identify the problem by gathering information from the affected user. Asking what the user was doing when the problem occurred establishes the scope, timeline, and potential cause before any remediation is attempted. Acting without this information risks wasting time on irrelevant fixes or causing additional disruption.

Answer

A. Reboot the file server. Rebooting the file server is a drastic action that could affect all users and should not be done before even understanding the nature of the problem.

Answer

C. Ask the user to reboot their PC. Asking the user to reboot their PC skips the information-gathering step and assumes a client-side cause without any evidence.

Answer

D. Ask the user to ping the default gateway and report the response times back to the Pinging the default gateway tests network connectivity but is a diagnostic step that comes after initial information gathering, not before.

A user calls the system administrator and states that they can no longer access the file server they had been working on all morning. To troubleshoot this problem, which step should the…

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