CompTIA A+ Core 1 (220-1101) — Question 431

A user is reporting that a computer has been very slow in recent days. The technician looks into the problem and finds pop-ups are randomly appearing on the screen. Which of the following is the next step the technician must take?

Answer options

• A. Establish a knowledge base.
• B. Establish a theory of probable cause.
• C. Establish a new theory and consider escalating.
• D. Establish a plan of action.

Correct answer: B

Explanation

The correct answer is B because the technician needs to identify a possible reason for the slow performance and pop-ups before taking further action. Establishing a knowledge base (A) is not immediately relevant since the technician is still in the investigation phase. Options C and D involve actions that come after determining the probable cause.