Anika has run into a problem with the VPN connection to her company's cloud$-$hosted database. She has a good Internet connection and can access her work email account, which uses the same sign$-$in credentials as the VPN$.$ But she still can't pull reports from the database service. She calls Patrick, who works for the company's help desk. As Anika describes the problem to Patrick, he tells her to try again and make sure she's using the right password, then to restart her router, and if that still doesn't fix it$,$ to restart her computer. Which troubleshooting step did Patrick fail to complete in the correct order?

a$.$ Establish a theory of probable cause

b$.$ Document findings, actions, and outcomes

c$.$ Establish a plan of action and implement the solution

d$.$ Test the theory to determine cause