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Difficulty: HardTroubleshooting Methodology

A network technician is troubleshooting an issue where users in a branch office cannot access an internal file server. The technician interviewed affected users, reviewed network traffic logs, and established a theory that a misconfigured firewall rule is blocking traffic on port 443. The technician tested the theory in a test environment by adjusting the rule and verified that connectivity was restored, confirming the cause. According to the CompTIA troubleshooting methodology, which of the following actions should the technician perform NEXT?

  1. Establish a plan of action to resolve the issue and implement the solution.Answer
  2. B
    Document the findings, root cause, and complete resolution steps in the ticketing system.
  3. C
    Reconfigure the network DNS server scope settings to lease IP addresses to the file server.
  4. D
    Replace the branch office gateway router with an unmanaged Layer 2 switch to route traffic across subnets.

Answer

Establish a plan of action to resolve the issue and implement the solution.
According to the standard CompTIA 6-step troubleshooting methodology (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, 6. Document findings, actions, and outcomes), testing and confirming the theory represents Step 3. Therefore, the immediate next action is Step 4: establishing a plan of action and implementing the solution.

Step-by-Step Solution

1
Identify the current stage reached in the CompTIA 6-step troubleshooting methodology.
The technician has completed Step 1 (Identify the problem), Step 2 (Establish a theory of probable cause), and Step 3 (Test the theory to determine cause).
Evaluating completed actions pinpoints the current location in the troubleshooting framework.
2
Determine the next sequential step in the 6-step methodology.
Step 4 is 'Establish a plan of action to resolve the problem and implement the solution.'
After confirming the cause through testing, the technician must plan and execute the resolution before verifying functionality or documenting outcomes.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Order
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Topics

Troubleshooting Methodology

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