N10-009 Question 283
Single answer5.1 Explain the troubleshooting methodology.A network technician receives a report that users in one department cannot reach an internal file server. The technician confirms the issue is affecting only that department, verifies the server is online, and notices the users' PCs are getting APIPA addresses instead of addresses from DHCP. Before replacing any hardware or escalating the issue, what should the technician do NEXT according to the standard troubleshooting methodology?
- A
Establish a theory of probable cause by investigating why the department is not receiving DHCP leases
- B
Implement a solution by assigning static IP addresses to all affected users
- C
Document the findings, actions, and outcomes, then close the ticket
- D
Escalate the issue immediately because DHCP failures require server team intervention
Show answer and explanation
Correct answer: A
Explanation
This question tests knowledge of the CompTIA Network+ troubleshooting methodology and the ability to apply it in sequence. The standard process is: identify the problem, establish a theory of probable cause, test the theory, establish a plan of action and implement the solution, verify full system functionality and implement preventive measures if applicable, and document findings, actions, and outcomes. In the scenario, the technician has already performed the first step by gathering symptoms and narrowing scope. The presence of APIPA addresses (169.254.x.x) strongly suggests clients are not receiving DHCP leases, but that observation alone does not justify skipping ahead to implementation or escalation. Best practice is to form a likely cause first, such as a local switch/VLAN issue, DHCP relay problem, exhausted scope, or DHCP server communication failure affecting only that department. This structured approach aligns with widely taught CompTIA troubleshooting best practices and standard operational procedures used in enterprise support environments.
- A. Correct.
Correct. In the CompTIA troubleshooting methodology, after identifying the problem, the next step is to establish a theory of probable cause. In this scenario, the technician has gathered initial facts: the scope is limited to one department, the server is online, and affected PCs have APIPA addresses. Those facts support forming a theory related to DHCP availability, scope exhaustion, relay failure, VLAN issues, or a disconnected uplink affecting DHCP reachability.
- B. Incorrect.
Incorrect. Assigning static IP addresses is implementing a solution, which comes later in the troubleshooting process after testing the theory and planning the fix. Doing this immediately may temporarily mask the problem and bypass proper root-cause analysis.
- C. Incorrect.
Incorrect. Documentation is an important final step, but it occurs after the issue has been resolved and the technician has verified full system functionality. Closing the ticket now would be premature because the root cause has not been confirmed or corrected.
- D. Incorrect.
Incorrect. Escalation may be appropriate later if the technician cannot validate or resolve the issue within scope, but the standard methodology does not call for immediate escalation before forming and testing a theory. The technician already has enough evidence to continue troubleshooting logically.