220-1102 Question 6
Single answerChrome OSA user brings a managed Chromebook to the help desk because it will not connect to the company Wi-Fi after a recent password change. Other devices can connect to the wireless network successfully. The Chromebook sees the SSID, but each attempt to join fails immediately with an authentication error. The user does not know the old password. Which of the following is the BEST next step to restore connectivity?
- A
Open the saved Wi-Fi network settings on the Chromebook, forget the network, and reconnect using the new password
- B
Perform a Powerwash to return the Chromebook to factory defaults, then re-enroll it in management
- C
Enable Developer Mode so the wireless profile can be edited manually from the shell
- D
Replace the wireless adapter because the Chromebook can see the SSID but cannot authenticate
Show answer and explanation
Correct answer: A
Explanation
The best answer is to forget the saved network and reconnect with the new password. In Chrome OS, saved Wi-Fi credentials can become invalid after a network password change, producing immediate authentication failures even though the device can still discover the SSID. Best practice is to start with the least invasive fix: remove the stored profile, then rejoin the network with current credentials. A Powerwash is a much more disruptive reset and is not justified until simpler steps fail. Developer Mode is not a normal troubleshooting requirement for wireless connectivity and introduces unnecessary risk. Hardware replacement is inappropriate because the symptom indicates a credential problem, not a radio failure. This approach aligns with standard ChromeOS support guidance for managing remembered Wi-Fi networks and general CompTIA A+ troubleshooting methodology: identify the problem, establish a likely cause, test the simplest solution first, and avoid unnecessary changes.
- A. Correct.
Correct. On Chrome OS, a common cause of Wi-Fi authentication failures after a password change is that the device is still trying to use the previously saved credential. Forgetting the saved network and reconnecting forces the Chromebook to prompt for the updated password and rebuild the wireless profile. This is the least disruptive and most appropriate first troubleshooting step.
- B. Incorrect.
Incorrect. A Powerwash removes local user data and resets the Chromebook, but it is excessive for a simple wireless authentication issue caused by an outdated saved password. It should be reserved for more serious corruption or configuration problems after basic troubleshooting has failed.
- C. Incorrect.
Incorrect. Developer Mode is not an appropriate support step for standard enterprise troubleshooting and can reduce security, disable some management assumptions, and complicate support. It is not required to update or recreate a saved Wi-Fi profile in Chrome OS.
- D. Incorrect.
Incorrect. The Chromebook's ability to detect the SSID suggests the wireless radio is functioning. An authentication error after a password change points to a credential mismatch rather than failed hardware. Replacing the adapter would not address the root cause.