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Difficulty: MediumTroubleshooting Methodology

A network technician is troubleshooting a newly installed IP phone on an employee's desk that displays a 'No Server Connection' error upon booting. The technician inspects the physical cabling and verifies active link lights. Next, the technician inspects the server logs and confirms their initial hypothesis: the DHCP server scope for the voice subnet has completely exhausted its available IP address pool. Which of the following should the technician do NEXT according to the standard CompTIA troubleshooting methodology?

  1. Establish a plan of action to expand the DHCP address scope and implement the solution.Answer
  2. B
    Document the root cause, resolution steps, and final outcome in the ticketing system.
  3. C
    Reconfigure the unmanaged Layer 2 switch to routing mode to resolve the network subnet boundary issue.
  4. D
    Reassign the domain DNS server to issue dynamic IP leases directly to client phones.

Answer

Establish a plan of action to expand the DHCP address scope and implement the solution.
The scenario describes a technician who has successfully established and confirmed a theory of probable cause (Step 3: Test the theory to determine cause). According to the CompTIA troubleshooting methodology, the immediate next step (Step 4) is to establish a plan of action to resolve the problem and implement the solution.

Step-by-Step Solution

1
Identify the troubleshooting stage completed in the scenario.
The technician tested and confirmed the theory of probable cause by identifying DHCP scope exhaustion in the server logs (CompTIA Step 3).
Understanding which stage has just been completed determines the required next step in the methodology sequence.
2
Determine the next sequential step in the CompTIA 6-step troubleshooting methodology.
Following Step 3 (Test theory to determine cause), Step 4 is 'Establish a plan of action to resolve the problem and implement the solution.'
A confirmed cause must be addressed by planning the remediation steps before making system changes or proceeding to verification and documentation.

Key Concept

CompTIA 6-Step Troubleshooting Methodology (Step 4: Establish a Plan of Action and Implement Solution)
Estimated Time:1m 15s
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Topics

Troubleshooting Methodology

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