The correct answer is 'Gather information'. According to the troubleshooting methodology, the first step in identifying the problem is to gather all relevant information regarding the issue. This includes understanding the symptoms and the impact of the issue. While questioning users and duplicating the problem are part of the process, they come after initially gathering all necessary data to understand what might be going wrong.
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What are some effective ways to gather information about a network outage?
Why is it important to gather information before troubleshooting?
What tools can aid in gathering information during a network outage?