Question

If we cannot duplicate the customer's issue, what is the first step for troubleshooting that we would advise the customer to perform?

1) Restart the device
2) Check the internet connection
3) Clear the cache and cookies
4) Update the software

Answer 1

The first troubleshooting step to advise when a customer's issue cannot be duplicated is to restart the device, a simple action that can clear temporary files and refresh content loaded into memory.

Step-by-step explanation:

When troubleshooting an issue that a technical support team cannot duplicate, the first step that should be advised is to restart the device. Restarting can resolve a surprising number of problems by clearing temporary files, resetting the device's state, and establishing new network connections.

It is essentially a way to refresh the content loaded into the device's memory. If the issue persists after a restart subsequent steps might include checking the internet connection clearing cache and cookies or updating the software to ensure the device is running optimally and securely.