Question

Ann, an employee at a company, calls the help desk to report issues logging on to a vendor's website. Joe, the technician, is able to log in successfully with his credentials before going to Ann's office. However, when he attempts to log in from Ann's office, Joe experiences the same issue. Ann asks Joe questions about the new software installed on the laptop from the pop-up notification.

Which of the following are the NEXT steps Joe should take to resolve the issue? (Select two.)
A. Ask Ann for her credentials to verify and log on to the vendor's website from Ann's laptop
B. Verify Ann's laptop has the correct browser settings
C. Check all browser cached files on Ann's laptop and log on to another vendor's website
D. Attempt to log on to another vendor's website from Ann's laptop
E. Ask Ann about the notification and review the installed programs
F. Reinstall the browser, reboot the laptop, and check the vendor's website again

Answer 1

The correct answer is Option E. Joe should verify Ann's browser settings and inquire about any new software notifications to identify potential issues causing login problems.

Step-by-step explanation:

The next steps Joe should take to resolve the issue of Ann being unable to log on to a vendor's website from her office involve both verification and troubleshooting. One approach is to verify Ann's laptop browser settings (Option B), which may include ensuring that the correct website addresses are used, cookies are enabled, and that there are no incorrect proxy settings hindering the access. Reinstalling browsers or clearing cached files should be considered only after these initial checks.

Another critical step is to ask Ann about the notification and review the installed programs (Option E), which might indicate software conflicts or recently installed programs that could be causing the login issues. Testing login credentials and browser functionality without making significant changes, like reinstalling the browser or clearing cached files, could provide more immediate results without potentially disrupting other configurations.