A technician is investigating an issue with connectivity at customer's location. The technician confirms that users can access resources locally but not over the internet. The technician theorizes that the local router has failed and investigates further. The technician’s testing results show that the router is functional; however, users still are unable to reach resources on the internet. Which of the following describes what the technician should do NEXT?
After confirming that the router is functional but users still cannot access the internet, the technician should escalate the issue. This is based on troubleshooting best practices where if a theory of probable cause is tested and found not to resolve the issue, the next step is often to escalate to a higher level of support or consult a more experienced technician. Documenting lessons learned, identifying symptoms, or questioning users would not be appropriate at this stage since the primary troubleshooting steps have already been completed.
Among the options given, B is indeed the one conforming to CompTIA's methodology. C and D should have been done exhaustively in the first place. A comes last after a solution has been shown to work.
Selected Answer D, Technician tested his/her theory and it failed. Then they need to reestablish another theory and they need more information.
wow. I thought escalate was in the "implement the solution or escalate", but it is also in the "re-establish a new theory or escalate". So, I just have to remember every word and fullstops in that pure theoretical thing. Funny when they do not use it when asking questions which expect me to jump to conclusions based on half information in questions
B. It's not "USER" it's "USERS" plural, there is no time to "Question users for additional information" this needs to be Escalated.
COMPTIA's Troubleshooting methodology we are at step 2 which involves escalation if you cannot fix. C and D should already be done inside step 1. A (documentation) is like step 4 or 5 I cannot remember but its the last one.
I think its B also. it cant be A because there is no solution yet. It shouldnt be C or D because the tech is already past those steps. they shoulda been done already
Should be C
if one theory was established and tested and technician cannot fix then technician needs to jump to 1st step to identify. else he needs to escalate