Creating a Troubleshooting Process

Correct Answer: Collect information from affected users

In such a situation, the network technician should first gather information from the affected users. This would help in diagnosing the cause of the problem. Collecting data could include asking users about their specific experiences and when they occurred. If there is a common pattern, it could help identify the root of the problem. Restarting the company's web server may not resolve the issue if the problem resides elsewhere, for instance, a network routing issue or an internet service provider problem. Updating the DNS records won't help either if the problem isn't DNS related. Checking firewall logs is also an option, but it usually comes later in the troubleshooting process, after data has been collected and the nature of the issue is more clear.

Correct Answer: Test the theory to determine cause

After identifying the probable cause for a network outage, a network engineer should 'Test the theory to determine cause'. This is the next step in the troubleshooting process, which is important before proceeding further to avoid making unnecessary changes that may not solve the problem. 'Implement a solution' would only be correct after testing the theory and confirming it's the root cause of the issue. 'Identify the problem' is incorrect because in the context of the question, it's stated that the probable cause has already been determined, making it a previous step. Lastly, 'Document findings' is also an important step but it is performed after the problem is completely resolved and not directly after identifying the probable cause.

Correct Answer: Document findings, actions, and outcomes

The correct answer is 'Document findings, actions, and outcomes'. After successfully resolving a network issue, the final step of the troubleshooting process is to document the entire process. This includes what the issue was, the steps taken to address it, and the final outcomes. This documentation is useful for future instances of similar problems. It can help in forming a knowledge base for troubleshooting and for training purposes. On the other hand, 'Test the theory to determine cause' is a part of the troubleshooting process, but it's not the final step. Usually, this is done to identify the issue. Likewise, 'Implement the solution' is also a part of the process, but it's not the last step. It's the practical application of the fix to the problem. Last, 'Identify the problem' is the initial part of the process, but it's not the final step. It's about recognizing that there is an issue that needs to be fixed.