Which of the following troubleshooting steps is the technician using by browsing to the same site?

A user is getting an error message when trying to go to a website. A technician asks the user a few questions to find out more about the issue. The technician opens a browser locally and browses to the same site as the user.

Which of the following troubleshooting steps is the technician using by browsing to the same site?
A . Establish a plan of action.
B . Gather information
C . Duplicate the problem.
D . Find the root cause.

View Answer

Answer: C

Explanation:

The troubleshooting methodology is a systematic approach to solving problems that involves several steps, such as identifying the problem, establishing a theory of probable cause, testing the theory, establishing a plan of action, implementing the solution, verifying functionality, and documenting the findings. One of the steps in identifying the problem is to duplicate the problem, which means to reproduce the same error or issue that the user is experiencing. This can help the technician to verify the symptoms, narrow down the scope, and eliminate possible causes1011.

Reference: = CompTIA IT Fundamentals (ITF+) Study Guide, 2nd Edition, Chapter 7: Explain the Troubleshooting Methodology4; Troubleshooting Methodology | IT Support and Help Desk | CompTIA12