A user reports receiving frequent data-usage limit notifications on their smartphone, even though their usage habits have not changed. The user suspects a security breach. Which of the following actions should a technician perform FIRST to investigate the issue?
Disable the device's Wi-Fi radio.
Immediately perform a factory reset of the device.
Check the data usage per application in the device's settings.
The best first step in troubleshooting unexpected high data usage is to investigate which specific application is responsible. By navigating to the mobile device's settings and viewing the data usage breakdown by application, a technician can identify if a known application is consuming more data than expected or if an unknown or suspicious application is the culprit. A factory reset is a drastic measure to be used only after other troubleshooting fails. Disabling Wi-Fi does not help diagnose the root cause of cellular data consumption. Changing the data plan only masks the problem without addressing the potential security risk or a misbehaving application.
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