Which step in the troubleshooting process is focused on determining the underlying issue?

The focus of the troubleshooting process is to accurately identify and understand the underlying issue that is causing a problem. Verifying the problem is the step where the technician gathers information about the symptoms and conditions of the issue. This may include conducting assessments, examining data, and observing the performance of the system to confirm that the issue exists. It establishes a clear and agreed-upon understanding of what the problem is before any attempts to resolve it are made.

This step is critical because if the problem is misidentified, subsequent steps like testing solutions or implementing changes may not effectively address the actual issue, leading to repeated failures or unresolved problems. Correctly verifying the problem sets the foundation for all further troubleshooting efforts, ensuring that any solutions pursued will be relevant and applicable to the real issue at hand.