A technician has been called on site to help a user who has a laptop problem. At which point should the technician look online for additional possible solutions to a laptop problem?

A technician has been called on site to help a user who has a laptop problem. At which point should the technician look online for additional possible solutions to a laptop problem?

  • after questioning the user
  • before establishing a theory of probable cause
  • after testing a theory to determine the cause
  • after implementing preventive measures
    Explanation:

    The steps of the troubleshooting process are as follows:

    Identify the problem.
    Establish a theory of probable cause.
    Test the theory to determine the cause.
    Establish a plan of action to resolve the problem and implement the solution.
    Verify full system functionality and, if applicable, implement preventive measures.
    Document findings, actions, and outcomes.
    It is during step 4 that if no solution is achieved in the previous step that a technicians needs further research.