A technician receives a trouble ticket that Joe, a wireless customer, cannot access his email. As part of the troubleshooting process, the technician gathered information and identified the symptoms. Which of the following is the NEXT logical step in troubleshooting?

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A technician receives a trouble ticket that Joe, a wireless customer, cannot access his email. As part of the troubleshooting process, the technician gathered information and identified the symptoms. Which of the following is the NEXT logical step in troubleshooting?