A technician has been called on site to help a user who has a laptop problem. At which point should the technician look online for additional possible solutions to a laptop problem?

Question:
A technician has been called on site to help a user who has a laptop problem. At which point should the technician look online for additional possible solutions to a laptop problem?

• after questioning the user
• before establishing a theory of probable cause
• after testing a theory to determine the cause
• after implementing preventive measures

Explanation:

The steps of the troubleshooting process are as follows:
Identify the problem.
Establish a theory of probable cause.
Test the theory to determine the cause.
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality and, if applicable, implement preventive measures.
Document findings, actions, and outcomes.
It is during step 4 that if no solution is achieved in the previous step that a technicians needs further research.

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