A user contacts the help desk in reference to a failing thumbprint scanner. The user states the scanner was functioning correctly yesterday. Which of the following troubleshooting steps should be performed FIRST after the ticket has been filed?
Correct Answer: A
Explanation
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1. Identify the problem.
Gather information from the user, identify user changes, and, if applicable, perform backups before making changes.
Inquire regarding environmental or infrastructure changes.
2. Establish a theory of probable cause (question the obvious).
If necessary, conduct external or internal research based on symptoms.
3. Test the theory to determine the cause.
Once the theory is confirmed, determine the next steps to resolve the problem.
If the theory is not confirmed, re-establish a new theory or escalate.
4. Establish a plan of action to resolve the problem and implement the solution.
Refer to the vendor's instructions for guidance.
5. Verify full system functionality and, if applicable, implement preventive measures.
6. Document the findings, actions, and outcomes.