N10-009 Question 284
Single answer5.1 Explain the troubleshooting methodology.A network technician is assigned to investigate intermittent connectivity complaints from users in one office area. The technician confirms that affected users can sometimes reach internal resources, but connections drop unpredictably. Before making any configuration changes, the technician checks switch port statistics, reviews recent change tickets, and interviews users about when the issue occurs. According to the Network+ troubleshooting methodology, which step is the technician performing?
- A
Establish a theory of probable cause
- B
Test the theory to determine the cause
- C
Identify the problem
- D
Implement the solution or escalate as necessary
Show answer and explanation
Correct answer: C
Explanation
The CompTIA Network+ troubleshooting methodology begins with identifying the problem. This includes gathering information from users, identifying symptoms, determining whether anything has changed, and, where appropriate, duplicating the issue. Only after the problem is clearly defined should the technician establish a theory of probable cause, test that theory, implement a plan of action, verify functionality, and document findings. In this scenario, the technician is still in the information-gathering phase by reviewing switch statistics, checking change records, and interviewing users. Following a structured methodology is a best practice because it reduces unnecessary changes, preserves evidence, and improves the likelihood of finding the true root cause efficiently.
- A. Incorrect.
This is incorrect. Establishing a theory of probable cause happens after the technician has gathered enough information to define the problem. In the scenario, the technician is still collecting facts by checking logs, reviewing changes, and questioning users rather than forming a likely root-cause theory.
- B. Incorrect.
This is incorrect. Testing a theory occurs after a probable cause has been identified. At that stage, the technician would perform targeted validation steps, such as moving a user to another switch port or replacing a suspect cable, to confirm or reject the theory. The scenario does not show that level of action yet.
- C. Correct.
This is correct. The technician is performing the 'identify the problem' step of the troubleshooting methodology by gathering information, questioning users, reviewing recent changes, and examining symptoms. These are standard early-stage activities used to clearly define scope, impact, and conditions before proposing a cause or applying a fix.
- D. Incorrect.
This is incorrect. Implementing a solution or escalating comes later in the process, after the technician has identified the problem, established and tested a theory, and selected an appropriate corrective action. The scenario explicitly states that no changes have been made yet.