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?
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.
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.
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.
Ask Bash
Bash is our AI bot, trained to help you pass your exam. AI Generated Content may display inaccurate information, always double-check anything important.
What are common troubleshooting methodologies?
Open an interactive chat with Bash
What is the importance of establishing a new theory during troubleshooting?
Open an interactive chat with Bash
When should an issue be escalated to a higher-level support team?