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Question 634 - 220-1101 discussion

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A user states that when docking a laptop, network drives are lost. However, when working wirelessly, network drives are present. While troubleshooting, a technician does not see any recent infrastructure changes and thinks the laptop has a bad network card. The technician orders a new laptop for the user and closes the ticket documenting the new laptop. After receiving the new laptop, the user still cannot access network drives when docked. Which of the following steps did the technician skip?

A.
Document findings, actions, and outcomes.
Answers
A.
Document findings, actions, and outcomes.
B.
Establish a theory of probably cause.
Answers
B.
Establish a theory of probably cause.
C.
Test the theory to determine cause.
Answers
C.
Test the theory to determine cause.
D.
Establish a plan of action.
Answers
D.
Establish a plan of action.
Suggested answer: B

Explanation:

The technician failed to properly diagnose the issue by not establishing a theory of probable cause. Instead of investigating why the network drives were accessible wirelessly but not when docked, the technician assumed a faulty network card and ordered a new laptop. Proper troubleshooting involves developing a theory of what might be causing the problem, based on the symptoms and available information, and then testing that theory. In this case, the issue could have been related to docking station settings, network configurations, or hardware issues specific to the docking connection.

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asked 02/10/2024
Peter Lam
42 questions
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