220-1102 Question 28
Single answerInternet-basedA technician is helping a remote employee who reports that a company web portal is unreachable from a home laptop. The user can browse public websites and receive email, but entering the portal URL in a browser returns a DNS-related error. Other employees can access the portal normally. The technician confirms the laptop recently had a manually configured network setting added for testing. Which action should the technician take FIRST to resolve the issue?
- A
Change the laptop's DNS settings to obtain DNS server addresses automatically or set them to the correct company-approved DNS servers
- B
Replace the user's wireless router because the internet connection is unstable
- C
Disable HTTPS in the browser so the portal can load over HTTP instead
- D
Renew the laptop's public IP address from the ISP
Show answer and explanation
Correct answer: A
Explanation
This scenario tests practical troubleshooting of an internet-based application problem. Because the employee can access public websites and email, the technician should avoid assuming a total internet outage. The key clue is the DNS-related error and the recent manual network configuration change. In A+ troubleshooting, technicians should identify what changed and start with the most likely, least disruptive fix. Incorrect DNS settings commonly prevent access to specific internal or cloud-hosted business services even when general internet access still works. Best practice is to verify IP configuration with tools such as ipconfig /all, review whether DNS is set statically, and restore proper DNS settings through DHCP or documented company-approved DNS servers. This aligns with standard TCP/IP troubleshooting guidance and common vendor documentation for Windows network configuration.
- A. Correct.
This is correct. The user can reach internet sites and email, which suggests general internet connectivity is working. A DNS-related error that affects one specific company portal, combined with the note that manual network settings were recently configured, strongly points to an incorrect DNS server entry. Restoring DNS to DHCP-assigned values or configuring the correct approved DNS servers is the most appropriate first troubleshooting step.
- B. Incorrect.
This is incorrect. If the home router were failing generally, the user would likely have broader connectivity problems, not successful access to public websites and email. Replacing hardware is also not the first step when there is evidence of a client-side DNS misconfiguration.
- C. Incorrect.
This is incorrect. Company portals commonly require HTTPS, and disabling HTTPS is not a valid fix for a DNS resolution failure. DNS resolution occurs before a secure web session is established, so changing HTTP versus HTTPS would not address the named issue.
- D. Incorrect.
This is incorrect. Home users typically receive a private IP from the router, not a public IP directly on the laptop. Also, the symptoms do not indicate an IP lease problem because internet access is otherwise functioning. Renewing an address may be part of general troubleshooting, but it is not the best first action here.