100-140 Question 19
Single answerA user reports that their workstation is unable to connect to the internet. As an IT support technician, you have already verified that the network cable is securely connected and the system's network adapter is enabled. According to the problem-solving process, what should you do next?
- A
Check the system's IP configuration settings.
- B
Escalate the issue to a higher support team immediately.
- C
Reinstall the operating system to rule out software issues.
- D
Replace the network adapter without further troubleshooting.
Show answer and explanation
Correct answer: A
Explanation
The problem-solving process involves systematically identifying and resolving issues. After verifying the physical connection and hardware, the next step is to investigate the software configuration, such as the system's IP settings, to ensure proper connectivity. This methodical approach avoids unnecessary steps and ensures efficient resolution.
- A. Correct.
Correct. After verifying the physical connection and basic hardware functionality, the next logical step is to check the IP configuration to ensure the system has a valid IP address, subnet mask, and gateway.
- B. Incorrect.
Incorrect. Escalating the issue before performing further troubleshooting would not be efficient and does not align with the structured problem-solving process.
- C. Incorrect.
Incorrect. Reinstalling the operating system is a drastic step that should only be considered once all other troubleshooting steps have been exhausted.
- D. Incorrect.
Incorrect. Replacing hardware without diagnosing the issue further is premature and could lead to unnecessary costs and delays.