You have received a report of poor wireless connections on the third floor of a building under your administration. Three individuals have reported the problem. Apparently, the connections are reporting a strong signal, but the users cannot access the Internet. With the problem identified, what is the next logical step in the troubleshooting process?
- Verify the solution
- Discover the scale of the problem
- Perform corrective actions
- Create a plan of action or escalate the problem
Answer(s): B
Explanation:
Discovering the scale of the problem is the next logical step in the troubleshooting process after identifying the problem of poor wireless connections on the third floor of a building under your administration. Troubleshooting is a systematic process of finding and resolving problems or issues in a network or a system. Troubleshooting usually follows a general methodology that consists of several steps or phases, such as:
Identifying the problem: This step involves defining and describing the problem clearly and accurately based on the symptoms and evidence observed or reported by users or administrators. For example, in this case, the problem is that three individuals have reported poor wireless connections on the third floor of a building.
Discovering the scale of the problem: This step involves determining how widespread and severe the problem is by gathering more information and data from different sources and perspectives. For example, in this case, this step could involve checking if other users or devices on the third floor or other floors are experiencing similar issues, verifying if there are any changes or updates in the network configuration or environment that could affect the wireless connections, testing if there are any differences in performance or quality between different access points or channels on the third floor, etc.
Performing corrective actions: This step involves applying possible solutions or fixes to resolve or mitigate the problem based on logical reasoning and analysis. For example, in this case, this step could involve adjusting the output power or channel assignment of the access points on the third floor, relocating or reorienting some access points or antennas to improve coverage or reduce interference, updating or replacing some faulty or outdated hardware or software components, etc. Verifying the solution: This step involves confirming that the problem is solved or improved by testing and monitoring the network performance and user satisfaction after applying corrective actions. For example, in this case, this step could involve measuring and comparing the signal strength and throughput of wireless connections on the third floor before and after performing corrective actions, asking for feedback from users who reported poor wireless connections to see if their issues are resolved or reduced, etc.
Creating a plan of action or escalating the problem: This step involves documenting and reporting the problem and its solution for future reference and improvement purposes. It also involves deciding whether to close or escalate the problem depending on its status and severity. For example, in this case, this step could involve creating a report that summarizes what was done to troubleshoot and fix poor wireless connections on the third floor with relevant data and evidence to support it. It could also involve escalating poor wireless connections to higher-level administrators if they persist or worsen despite performing corrective actions.
Reference:
1, Chapter 12, page
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