What is the step in the troubleshooting process that identifies the cause of a problem?

The step in the troubleshooting process that identifies the cause of a problem is diagnosing the symptoms. This phase is crucial as it involves analyzing the specific issues that users are experiencing and correlating them with potential underlying causes. By focusing on symptoms, technicians can gather relevant data and look for patterns or anomalies that help pinpoint what is going wrong.

During this stage, a field technician might ask users to provide detailed descriptions of the issues they face, observe behaviors of the system or equipment in question, and perhaps consult logs or error messages. This systematic approach allows for a deeper understanding of the problem, laying the groundwork for finding an effective solution.

While gathering information is essential as a preliminary step to understanding the situation, diagnosing symptoms directly connects that information to the probable causes of the problem. Thus, it serves as a pivotal point in the troubleshooting process, transitioning from understanding the symptoms to identifying root causes.