220-1101 Question 103
Single answerProxy serversA technician is troubleshooting a user's web access issue in a corporate office. The user can reach internal company websites by name and can ping public IP addresses such as 8.8.8.8, but every web browser returns "Unable to connect" when opening external websites. Other users on the same network are browsing normally. The company requires employees to use an outbound proxy server for internet access. Which action should the technician take FIRST?
- A
Verify that the user's browser or system proxy settings point to the correct corporate proxy server and port
- B
Change the user's DNS servers to a public DNS service such as 8.8.8.8
- C
Replace the user's network cable because packet loss is preventing HTTPS connections
- D
Disable the Windows Defender Firewall to allow browser traffic to the internet
Show answer and explanation
Correct answer: A
Explanation
This question tests practical troubleshooting of proxy server issues. In environments that require an outbound proxy, a user may have working IP connectivity yet still be unable to browse externally if the proxy settings are wrong or missing. The key clues are: internal resources work, public IP addresses are reachable, other users are unaffected, and the company requires a proxy. That combination points first to checking the configured proxy server and port in the operating system or browser settings, or confirming any automatic configuration script/PAC settings if used. This aligns with standard troubleshooting methodology used in enterprise support: identify what is working, isolate what is unique to the affected user, and verify required configuration before making broader network or security changes. Relevant best practices are reflected in common enterprise endpoint management guidance from Microsoft and general network troubleshooting principles: confirm proxy configuration, avoid unauthorized DNS changes, and do not disable firewalls unless directed and justified during controlled troubleshooting.
- A. Correct.
This is the correct answer. The scenario strongly indicates that basic network connectivity is working: the user can access internal resources and ping a public IP address, which suggests the workstation has network access and routing to the internet. Because the organization requires a proxy server for outbound web traffic and other users are working normally, the most likely issue is an incorrect, missing, or outdated proxy configuration on this user's device or browser. Verifying the proxy hostname/IP and port is the most appropriate first troubleshooting step.
- B. Incorrect.
This is incorrect. A DNS problem would more likely prevent resolution of external website names, but the presence of a required corporate proxy changes the troubleshooting path. Many corporate environments send browser traffic to a proxy, and the browser may rely on the proxy rather than direct DNS resolution for outbound web access. Also, changing to public DNS without authorization is poor practice in a managed environment and would not be the first step.
- C. Incorrect.
This is incorrect. A bad cable would typically cause broader network issues such as intermittent or complete loss of connectivity, not a selective failure affecting only external web browsing while internal sites and public IP pings still work. The symptoms point much more specifically to an application-layer configuration problem related to the required proxy.
- D. Incorrect.
This is incorrect. Host firewalls can affect traffic, but disabling security controls is not an appropriate first troubleshooting step and is not supported by the evidence in the scenario. Since other users are working and the user can already communicate on the network, the more likely cause is proxy misconfiguration. Best practice is to verify configuration before weakening endpoint security.