A user reports that their computer is not connecting to the Internet. After checking that the computer has a valid IP address, you suspect the issue could be with the computer's network card. You replace the network card, but the computer still can't connect to the Internet. What should you do next?
Inform the user they need a new computer.
Replace the network card again with a different brand.
Establish a new theory, such as checking the network cable or router, and test it.
Assume that the Internet service is down and wait for it to come back on its own.
When the initial theory is not confirmed after testing (in this case, replacing the network card did not resolve the connection issue), it is necessary to establish a new theory and test it, or escalate the issue to a higher level of support if you are unable to determine the probable cause. Escalating is a common practice when a resolution cannot be found with the available resources or knowledge, allowing someone with more expertise or different resources to assist.
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