As a support specialist, you've been notified that a departmental multi-function printer/scanner is malfunctioning and the executive team needs important paperwork processed immediately. According to CompTIA's best-practice troubleshooting methodology, what should be your FIRST step?
Swap out the multi-function device with a replacement unit immediately.
Identify the problem by gathering information from the user and observing the device.
Consult the organization's troubleshooting and maintenance guidelines before doing anything.
Power-cycle the device repeatedly to see if it resolves itself before escalating.
Step 1 in the CompTIA troubleshooting methodology is to identify the problem. Gather information from the user, observe the device, review error messages or logs, and note any recent changes. Only after clearly defining the problem do you proceed to forming a theory, testing, planning a fix, and so forth. While corporate policies must always be considered before making changes, that consideration precedes implementation later in the process, not the initial fact-finding stage.
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