An on-site IT technician is attempting to resolve an issue with application performance on a customer laptop. The technician backs up the customer data and then replaces the memory in the laptop with known good memory. It does not resolve the performance issue. What are the next two actions the technician should take? (Choose two.)
- Call the laptop manufacturer technical support line.
- Continue to test the next likely probable cause.
- Document that the possible solution did not work.
- Reinstall the original memory sticks.
- Escalate the issue to the next level support technician.
Explanation: Knowing what to do when a possible solution does not resolve the problem is part of a good troubleshooting strategy. If you implement a possible solution and it does not correct the problem, you should reverse the action that you just took and document that the possible solution did not solve the issue. Once that is complete, move on to test another potential solution or escalate the issue to the next level.
Related exam: Final Exam - Composite (Chapters 1-14)
