220-902 – Q261

A technician responds to a user’s complaint of “stop” errors being received when the user watches company training videos. The technician determines the problem must be a faulty video driver. After installing the latest video driver for the system, rebooting, and testing the system, the error is still present. Which of the following troubleshooting steps does the technician needs to complete at this stage?

A. Verify functionality and implement preventive measures
B. Establish a plan of action to resolve the problem
C. Document the findings, actions, and outcomes
D. Formulate a new theory or escalate

Correct Answer: B