A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the "Prior Versions" tab. According to the theory of troubleshooting, which of the following is the technician’s NEXT step?
A. Establish a theory of probable cause
B. Establish a plan of action and implement the solution
C. Document findings, actions and outcomes
D. Verify full system functionality and implement preventive measures
CompTIA A+ 220-1102 (Core 1) ExamFULL Printable PDF and Software. VALID exam to help you PASS. |
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A. Establish a theory of a probable cause, he has already identify the problem “The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab.”
Crazy answers! If a file is missing and a tech sees it is listed in prior versions the next step would undoubtedly be:
B. Establish a plan of action and implement the solution
The described example covers step 1 of troubleshooting theory: Identify the problem. Step 2 is to establish a theory of probable cause. Don’t use common sense to answer these, use your knowledge of the steps of troubleshooting theory. How you work IT in real life isn’t the way you should be passing the test.
A. Establish a Theory of Probable Cause
The second step in the troubleshooting process is to establish a theory of probable cause. First, create a list of the most common reasons why the error would occur. Even though the customer may think that there is a major problem, start with the obvious issues before moving to more complex diagnoses.
C. Document findings, actions and outcomes
Nope