According to the troubleshooting methodology, which of the following steps will help a technician gather information about a network problem? (Choose two.)
5.1 Explain the network troubleshooting methodology
■■ Identify the problem
■■ Gather information
■■ Duplicate the problem, if possible
■■ Question users
■■ Identify symptoms
■■ Determine if anything has changed
■■ Approach multiple problems individually
■■ Establish a theory of probable cause
■■ Question the obvious
■■ Consider multiple approaches
■■ Top-to-bottom/bottom-to-top
■■ OSI model
■■ Divide and conquer
■■ Test the theory to determine the cause
■■ Once the theory is confirmed, determine the next steps to
resolve the problem
■■ If the theory is not confirmed, reestablish a new theory or
escalate
■■ Establish a plan of action to resolve the problem and identify
potential effects
■■ Implement the solution or escalate as necessary
Yes it does! Questioning the end-user will be under: 1) Identify the problem. When I was doing my CompTIA A+, they outlined ways in which a tech would identify the problem like question the obvious, question the users and gather information.
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