A user is reporting that a computer has been very slow in recent days. The technician looks into the problem and finds pop-ups are randomly appearing on the screen. Which of the following is the next step the technician must take?
A.
Establish a knowledge base.
B.
Establish a theory of probable cause.
C.
Establish a new theory and consider escalating.
The technician has identified the symptoms (slow performance and random pop-ups) and must now establish a theory of probable cause, such as malware or spyware infection. This step aligns with the CompTIA troubleshooting methodology.
Why Not A (Establish a knowledge base): This is irrelevant at this stage; knowledge bases are used for reference and documentation.
Why Not C (Establish a new theory and consider escalating): The technician has not yet created or tested a theory, making escalation premature.
Why Not D (Establish a plan of action): Planning an action occurs after determining the cause of the problem.
CompTIA A+ Exam Reference: Core 2 (220-1102), Section 3.1, troubleshooting methodology.
Given the symptoms described, the next step for the technician should be to establish a theory of probable cause. The sudden appearance of pop-ups and the computer's slow performance could be indicative of malware or potentially unwanted programs (PUPs) running in the background. By identifying this as a possible cause, the technician can then proceed with a plan of action to diagnose and address the issue, which may involve running antivirus or antimalware scans, removing suspicious software, or performing other remediation steps as necessary.
Therefore, the correct answer is:
B. Establish a theory of probable cause.
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