220-1102 Question 617
Single answerNo internet connectivityA user reports that their Windows 11 laptop shows it is connected to the office Wi-Fi, and they can open shared files on a local file server by name, but no websites will load in any browser. Running ipconfig shows the laptop has a valid IPv4 address, subnet mask, and default gateway from DHCP. You ping the default gateway successfully, but pinging 8.8.8.8 fails. Other users on the same Wi-Fi can browse the internet normally. Which troubleshooting step should the technician perform NEXT?
- A
Run ipconfig /release and ipconfig /renew to obtain a new DHCP lease
- B
Disable and re-enable the wireless adapter in Network Connections
- C
Verify the laptop's TCP/IP settings for an incorrect static default gateway or routing issue
- D
Clear the browser cache and cookies in the default web browser
Show answer and explanation
Correct answer: C
Explanation
The scenario shows a classic partial-connectivity issue: the laptop has local network access but cannot reach the internet. Successful access to shared files by name and successful ping to the default gateway confirm that the Wi-Fi connection, local TCP/IP communication, and likely internal DNS resolution are functioning. Failure to ping 8.8.8.8 indicates the problem is not simply DNS; it points to an issue with outbound routing or gateway configuration on that specific device. Since other users on the same Wi-Fi can browse normally, the internet connection and wireless network are likely operational overall. Best practice in network troubleshooting is to follow the path methodically from the local host outward: verify local configuration, gateway reachability, and then external reachability. Microsoft documentation for Windows TCP/IP troubleshooting supports checking IP configuration and routing tables when a host can reach local resources but not external networks.
- A. Incorrect.
This is not the best next step. The laptop already has a valid DHCP-assigned IP configuration and can reach local network resources as well as the default gateway. Renewing the lease is more appropriate when addressing APIPA addresses, missing gateway information, or obviously incorrect DHCP settings. In this scenario, the issue is more likely related to how traffic beyond the local subnet is being routed.
- B. Incorrect.
This is a plausible basic troubleshooting step, but it is not the most targeted next action. The wireless connection is already functioning well enough to access local resources and ping the gateway, which indicates the adapter and Wi-Fi association are generally working. Resetting the adapter may temporarily help in some cases, but it does not directly address the evidence suggesting a problem with outbound routing.
- C. Correct.
This is correct. Because the laptop can access local resources and ping the gateway, the local link is working. Since pinging an external IP address fails, the problem is occurring after traffic leaves the local subnet. The best next step is to verify that the laptop is using the correct default gateway and does not have an incorrect static route or other TCP/IP misconfiguration preventing internet-bound traffic from being routed properly. On Windows, reviewing ipconfig output and route settings can help identify this issue.
- D. Incorrect.
This is incorrect because the problem is not limited to one browser or to name resolution. No websites load in any browser, and even pinging a public IP address fails. That indicates a network connectivity issue rather than a browser data problem. Clearing cache and cookies would not fix the inability to reach external IP addresses.