After having talked to the customer, a network technician suspects that an invalid IP address is the most likely cause of a network issue. Which step of the troubleshooting process does this represent?

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Question:
After having talked to the customer, a network technician suspects that an invalid IP address is the most likely cause of a network issue. Which step of the troubleshooting process does this represent?

Identify the problem.
Test the theory to determine the cause.
Establish a theory of probable cause.
Establish a plan of action to resolve the problem and implement the solution.

Explanation: Before a solution can be proposed or tested, the technician has to first talk to the customer to identify the problem, and establish a theory of probable cause.

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