100-140 Question 33
Select 3A user reports that they are unable to connect to the corporate Wi-Fi network, which they successfully used the day before. As an IT support technician, you need to devise a plan to resolve the issue. Which of the following steps should you include in your troubleshooting plan?
- A
Verify that the user's device is within range of the Wi-Fi signal.
- B
Reset the corporate router to factory settings to resolve any potential configuration issues.
- C
Check if the user's device has an active and correct Wi-Fi profile for the corporate network.
- D
Test the Wi-Fi connection on another device to determine if the issue is device-specific.
- E
Immediately escalate the issue to the network administrator without performing any troubleshooting.
Show answer and explanation
Correct answers: A, C, D
Explanation
An effective troubleshooting plan starts with assessing the most likely causes of the issue, such as signal range, configuration on the user's device, or network-wide issues. Steps like resetting the router or escalating without troubleshooting should only be taken as last resorts or after initial steps fail. This structured approach ensures efficient problem resolution while minimizing disruption.
- A. Correct.
Verifying that the user's device is within range is an essential first step. If the device is out of range, it will not be able to connect to the network.
- B. Incorrect.
Resetting the corporate router to factory settings is an extreme step and should be avoided unless it is confirmed that the issue lies with the router's configuration. This is not part of an initial troubleshooting plan.
- C. Correct.
Checking if the device has the correct Wi-Fi profile ensures that the user is connecting to the right network with the right credentials.
- D. Correct.
Testing the Wi-Fi connection on another device helps determine if the issue is with the user’s device or the network itself.
- E. Incorrect.
Escalating the issue immediately without any troubleshooting shows a lack of effort and does not align with best practices for IT support.