100-140 Question 305
Single answerA user contacts you because their company-provided smartphone cannot connect to the corporate Wi-Fi network. The phone is running the latest operating system, and the user confirms they are entering the correct Wi-Fi password. After verifying that the Wi-Fi network is functioning properly and other devices can connect, what should you do next?
- A
Ask the user to forget the Wi-Fi network and reconnect by entering the password again.
- B
Instruct the user to reset their phone to factory settings and try connecting to the Wi-Fi again.
- C
Verify that the phone's MAC address is not being blocked by the network's access control settings.
- D
Recommend the user turn off the phone's mobile data to eliminate potential interference.
Show answer and explanation
Correct answer: C
Explanation
When a device cannot connect to a network despite the Wi-Fi functioning properly and the correct password being used, it is important to check for network-level restrictions such as MAC address filtering. This ensures the device is allowed to connect to the network based on its unique hardware identifier. This step is more targeted and efficient than general troubleshooting like resetting the device or turning off mobile data.
- A. Incorrect.
Forgetting and reconnecting to the Wi-Fi network may resolve common connection issues, but the user already confirmed they are entering the correct password. This step may not address more advanced network restrictions like MAC address filtering.
- B. Incorrect.
Resetting the phone to factory settings should be considered as a last resort, as it is a time-consuming process and is unlikely to address the specific issue if it is caused by network access control.
- C. Correct.
If the network uses MAC filtering, the phone's MAC address may be blocked, preventing it from connecting even with the correct password. Verifying this setting is a logical next step in troubleshooting.
- D. Incorrect.
Turning off mobile data generally does not interfere with Wi-Fi connectivity. While this may be worth trying for some rare issues, it is not a common cause of the problem described here.