A SOHO user reports desktop applications are performing slowly, and no emails have been received all morning. A technician remotes in and determines Internet pages’ load slowly or not at all, CPU performance is normal, and the local router can successfully ping.
The remote connection drops periodically. Which of the following steps should the technician take NEXT to resolve the problem?
A. Reboot into safe mode, uninstall the latest OS update, and run a repair on the OS
B. Update the antivirus software, run an antivirus scan, verify the browser settings, and check all email settings
C. Reboot to BIOS setup, verify the TPM is enabled, and start a System Restore from safe mode
D. Send a test email, open a command prompt to check the file system, and empty the browser cache
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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.
B – Best of 4 bad answers – “Update the antivirus software, run an antivirus scan, verify the browser settings, and check all email settings” – but how can the AV be updated with an intermittent internet connection?
Not A – uninstalling the latest OS update skips step 3 and goes directly to step 4
Not C – would have been best (“system restore” from the last good restore point) – but the answer is contaminated with “Reboot to BIOS setup” – impossible – connection is lost on reboot.
Not D – conforms more with step 3 of troubleshooting – mixes theory with execution of action plan