During troubleshooting, a technician tests the initial theory of probable cause, but the test does not confirm the theory. Which of the following actions should the technician take FIRST?
Document findings and close the ticket
Establish a new theory of probable cause or perform additional research
According to CompTIA's troubleshooting methodology, if the initial theory is not confirmed, the technician should return to the previous step and formulate a new theory (or perform additional research). Escalation is appropriate only after reasonable theories have been exhausted or the issue is outside the technician's scope.
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