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4.1 Given a scenario, explain the troubleshooting theory.
- Identify the problem
- Question the user and identify user changes to computer and perform backups before making changes
- Establish a theory of probable cause (question the obvious)
- Test the theory to determine cause
- Once theory is confirmed determine next steps to resolve problem
- If theory is not confirmed re-establish new theory or escalate
- 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
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