Troubleshooting Methodology for Intermittent Performance Issues

A user reports intermittent performance issues on a segment of the network.

According to the troubleshooting methodology, which of the following steps should the technician do NEXT after collecting initial information from the customer?

A.

Document findings, actions, and outcomes.

B.

Establish a theory of probable cause.

C.

Establish a plan of action to resolve the problem.

D.

Duplicate the problem, if possible.

D.

After collecting initial information from the customer regarding intermittent performance issues on a segment of the network, the next step according to the troubleshooting methodology is to "duplicate the problem if possible," which is option D.

Duplicating the problem involves trying to replicate the issue that the customer is experiencing. This can help to isolate the cause of the problem and eliminate other potential causes that were initially suspected. By duplicating the problem, the technician can observe what is happening on the network and gather more information about the issue, such as the time of occurrence and any error messages or alerts that appear.

Once the technician has duplicated the problem, the next step is to establish a theory of probable cause, which is option B. Based on the information gathered during the problem duplication, the technician can create a theory about what is causing the issue and then test that theory to see if it is accurate.

After establishing a theory of probable cause, the next step is to establish a plan of action to resolve the problem, which is option C. This involves identifying the steps that need to be taken to fix the problem and then implementing those steps.

Finally, the technician should document their findings, actions, and outcomes, which is option A. This documentation can help other technicians who may need to troubleshoot similar issues in the future, and it can also serve as a record of the steps taken to resolve the problem.