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: If you cannot determine the exact cause of the problem after testing all your theories, establish a new theory of probable cause and test it. If necessary, escalate the problem to a technician with more experience. Before you escalate, document each test that you tried
Exam with this question: Final Exam - Composite (Chapters 1-14)
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