While troubleshooting a network outage, you test your initial theory of probable cause and determine that the theory is incorrect. According to the CompTIA troubleshooting methodology, which of the following actions should you take next?
Implement the original fix anyway because it is still the most likely solution.
Document your findings and close the ticket since no further action is possible.
Immediately escalate the issue to a higher-level support group without further investigation.
Establish a new theory of probable cause, or escalate if the problem is outside your scope of knowledge or authority.
If testing disproves the original theory, the methodology directs you to establish a new theory of probable cause and continue testing. Only when the issue exceeds your knowledge, authority, or available resources should you escalate to the next support tier. Immediately escalating without first attempting a new theory, blindly applying the discarded fix, or closing the ticket would all bypass essential troubleshooting steps and could delay resolution.
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