In the systematic troubleshooting approach, which of the following statements is true about isolating an issue?

Question

Options

• AAsking the customer to reproduce an issue can help determine if the issue is with the device.
• BIf an issue cannot be reproduced, it is likely a hardware issue.
• CReplacing an internal component will determine if the issue is related to environment.
• DBasing a conclusion on past experience with similar issues is a proven troubleshooting method.

• A
  88% (23)
• B
  4% (1)
• C
  8% (2)

Explanation

Asking a customer to reproduce an issue is a core isolation technique - if the problem reappears on their device in their environment, it points to the device or its configuration as the source, helping you narrow scope systematically.

Why the distractors are wrong:

• B is backwards: an issue that can't be reproduced is more likely environmental or intermittent (user error, transient signal, etc.) - not definitively hardware.
• C confuses component-swapping with environmental testing; replacing internal parts tests hardware, not whether the surroundings (power, temperature, interference) are causing the problem.
• D describes experience-based intuition, not a proven systematic method - systematic troubleshooting requires evidence and elimination, not assumption.

Memory tip: Think of isolation as "confirm it, then contain it" - you first confirm the issue exists (reproduction), then contain where it lives (device vs. environment vs. software). Option A is the only choice that advances that process.

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