A customer reports their mail can send emails but not receive them. A technician arrives on-site to troubleshoot the issue. Which of the following troubleshooting steps should the technician do FIRST?
A) Identify changes to the server
B) Establish a theory of probable cause
C) Escalate the problem to a manager
D) Perform a root cause analysis

Question

Quizplus · Accepted Answer

The technician should first establish a theory of probable cause to understand why the issue is occurring before taking further steps.

A Customer Reports Their Mail Can Send Emails but Not