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Difficulty: MediumTroubleshooting Methodology

A tier-2 help desk technician is resolving a network connectivity issue on a desktop computer following a motherboard replacement. The computer displays a valid link light but cannot access local network resources. The technician identified the problem and tested their theory by reviewing IP configuration logs, confirming that the new onboard network interface card (NIC) was assigned an Automatic Private IP Addressing (APIPA) address (169.254.x.x169.254.x.x) because the network's DHCP server enforces MAC address filtering. Having confirmed the root cause of the issue, which of the following is the NEXT step the technician should take according to the CompTIA troubleshooting methodology?

  1. Establish a plan of action to update the MAC address reservation on the DHCP server and implement the solution.Answer
  2. B
    Reboot the desktop computer and ping internal network shares to verify that full connectivity has been restored.
  3. C
    Document the new MAC address, root cause, and resolution details in the central ticketing system.
  4. D
    Reconfigure the local DNS server to dynamically route APIPA address queries directly to the default gateway.

Answer

Establish a plan of action to update the MAC address reservation on the DHCP server and implement the solution.
The CompTIA troubleshooting methodology follows a mandatory order: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory to determine cause, 4) Establish a plan of action to resolve the problem and implement the solution, 5) Verify full system functionality and implement preventive measures, and 6) Document findings, actions, and outcomes. Because the technician has already confirmed the cause (Step 3), the required next step is to establish a plan of action to update the DHCP server MAC reservation and implement that solution (Step 4).

Step-by-Step Solution

1
Identify the current step in the CompTIA 6-step troubleshooting methodology.
The scenario indicates the technician has already identified the problem (Step 1), established a theory (Step 2), and tested the theory to determine the root cause (Step 3).
Determining the completed stage allows identification of the required next step in sequence.
2
Select the next logical stage in the methodology sequence.
Step 4 is 'Establish a plan of action to resolve the problem and implement the solution.'
Once the root cause (DHCP MAC filtering blocking the new NIC) is confirmed, the technician must create a plan to resolve it (updating the MAC whitelist/reservation) and carry out the repair.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Sequence
Estimated Time:1m 15s
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Topics

Troubleshooting Methodology

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