Question 458 - N10-008 discussion

Establishing a theory of probable cause is the third step in the general troubleshooting process, after identifying the problem and gathering information. Establishing a theory of probable cause involves using the information gathered to formulate one or more possible explanations for the problem and testing them to verify or eliminate them. In this scenario, the network technician has confirmed the problem exists and should proceed to establish a theory of probable cause based on the information available, such as the network upgrade that was completed the night before. Implementing a solution to fix the problem is the fifth step in the general troubleshooting process, after establishing a plan of action. Implementing a solution involves applying the chosen method or technique to resolve the problem and verifying its effectiveness. In this scenario, the network technician has not established a plan of action yet and should not implement a solution without knowing the cause of the problem.

Creating a plan of action to resolve the problem is the fourth step in the general troubleshooting process, after establishing a theory of probable cause. Creating a plan of action involves selecting the best method or technique to address the problem based on the available resources, constraints, and risks. In this scenario, the network technician has not established a theory of probable cause yet and should not create a plan of action without knowing the cause of the problem. Documenting the problem and the solution is the seventh and final step in the general troubleshooting process, after implementing preventive measures. Documenting the problem and the solution involves recording the details of the problem, its symptoms, its cause, its solution, and its preventive measures for future reference and improvement. In this scenario, the network technician has not implemented preventive measures yet and should not document the problem and the solution without resolving and preventing it.