Which of the following troubleshooting steps usually takes place after you have talked to the user
experiencing the problem?
A.
Gathering information on the issue.
B.
Talking to the user experiencing the problem.
C.
Isolating possible causes of the issue.
D.
Eliminating possibilities.
E.
Document your findings and solutions.
Explanation:
Gathering information on the issue is usually the second step in troubleshooting of an issue. This
step involves ascertaining whether hardware or software being added caused the issue, whether
the issue can be reproduced, whether the user performed an action that resulted in the issue, and
so forth.
Incorrect Answers:
B: The first step in troubleshooting an issue is to talk to the user experiencing the problem.
Contact with a user means that you need to have some degree of customer relations skills to carry
out successful diagnosis of an issue. Here, you need the user to show you what the current
problem is.
C: Isolate possible causes of the issue and eliminate possibilities usually follow after you havegathered information on the problem. This is where your knowledge on the different system and
configuration areas is important, as well as knowing the various tools used to troubleshoot and
debug issues pertaining to these areas.
D: Isolate possible causes of the issue and eliminate possibilities usually follow after you have
gathered information on the problem. This is where your knowledge on the different system and
configuration areas is important, as well as knowing the various tools used to troubleshoot and
debug issues pertaining to these areas.
E: Once a problem being discussed with a user seems to surpass a few crucial components, you
should document your findings and solutions. This would enable you to quickly reference your
solution when the issue next appears.References:David Groth and Dan Newland, A+ Study Guide,
2nd Edition, Alameda, Sybex, 2004, p. 775 – 776.