Heather is trying to establish a theory of probable cause. In this step of the troubleshooting process, the person troubleshooting questions the obvious and then test the theory or response given by the user to really determine the cause. Once confirmation of this theory has been achieved, the troubleshooter then tries to establish a resolution to the problem. However in the event whereby the theory is not confirmed, the troubleshooter then tries to establish a new theory.
