Troubleshooting Login Issues
Question
Ann, an employee at a company, calls the help desk to report issues logging on to a vendor's website.
Joe, the technician, is able to log in successfully with his credentials before going to Ann's office.
However, when he attempts to log in from Ann's office, Joe experiences the same issue.
Ann asks Joe questions about the new software installed on the laptop from the pop-up notification.
Which of the following are the NEXT steps Joe should take to resolve the issue? (Choose two.)
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D. E. F.CE.
Based on the scenario, Ann is experiencing issues logging on to a vendor's website, while Joe, the technician, is able to log in successfully with his credentials on his device but not from Ann's device. Ann has also mentioned a notification about new software installation that may be related to the issue.
To resolve the issue, Joe should take the following steps:
Ask Ann about the notification and review the installed programs (Option E): Since Ann mentioned a notification about new software installation, it is important for Joe to ask her about it and review the installed programs to see if any of them could be causing the login issue. This step will help Joe understand if there are any software conflicts or compatibility issues that need to be addressed.
Verify Ann's laptop has the correct browser settings (Option B): If Joe finds no issues with the installed programs, he should check the browser settings on Ann's laptop to ensure that they are correctly configured for the vendor's website. Sometimes, changes to browser settings or security settings can cause login issues.
Option A is not a good choice because Joe should not be asking for Ann's credentials as this could breach security policies. Instead, he should work with Ann to troubleshoot the issue.
Option C and D are not good choices because they do not address the root cause of the login issue. Checking cached files on Ann's laptop or trying to log on to another vendor's website may not provide any useful information to resolve the issue.
Option F may be considered as a last resort if other troubleshooting steps do not resolve the issue. However, it should be noted that reinstalling the browser and rebooting the laptop could cause data loss or other issues if not done correctly.
