A user is unable to access websites and has reported connectivity issues with pop-ups on the screen. A technician removes malware, and then is able to ping the router and access the websites. Which of the following NEXT steps should the technician perform in troubleshooting this issue? (Choose two.)
A. Document findings, actions, and outcomes.
B. Reboot the device to verify the fix.
C. Reconnect the device to the network.
D. Verify the settings in IPConfig.
E. Research the problem based on symptoms.
F. Run a virus scan.
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Agreed MelB bud you should add the second part of no.5 (below) also as this is a question that pops up on the exams about preventative measures..
The six steps of troubleshooting.
1. Identify the problem. …
2. Establish a theory of probable cause. …
3. Test probable cause theory to determine the actual cause. …
4. Establish an action plan and execute the plan. …
5. Verify full system functionality. … (you should implement preventative measures if possible to prevent a repeat)
6. Document the process.
F – Run a virus scan (verify functionality
A – Document the findings
The six steps of troubleshooting.
1. Identify the problem. …
2. Establish a theory of probable cause. …
3. Test probable cause theory to determine actual cause. …
4. Establish an action plan and execute the plan. …
5. Verify full system functionality. …
6. Document the process.
F – Run a virus scan (verify functionaolity
A – Document the findings