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Difficulty: MediumTroubleshooting Methodology

An IT technician is assigned to resolve an issue where network print jobs fail across subnets immediately following a gateway firewall firmware update. Place the technician's actions in the correct sequential order according to the standard CompTIA troubleshooting methodology.

  1. 1Interview affected users and review print server event logs to clarify the scope of the printing failure.
  2. 2Develop a hypothesis that the updated firewall configuration is blocking cross-subnet TCP port 9100 traffic.
  3. 3Perform a port scan from a remote client workstation to check if TCP port 9100 on the print server is filtered.
  4. 4Modify the gateway security policy to explicitly permit TCP port 9100 communication across VLANs.
  5. 5Send test print jobs from workstations on all affected subnets and record the rule change in the ticketing system.

Answer

The correct chronological sequence according to the CompTIA troubleshooting methodology is: 1) Interview affected users and review print server event logs; 2) Develop a hypothesis that the updated firewall configuration is blocking cross-subnet TCP port 9100 traffic; 3) Perform a port scan from a remote client workstation to check if TCP port 9100 on the print server is filtered; 4) Modify the gateway security policy to explicitly permit TCP port 9100 communication across VLANs; 5) Send test print jobs from workstations on all affected subnets and record the rule change in the ticketing system.
The standard CompTIA troubleshooting framework dictates a strict 6-step logical workflow: 1. Identify the problem (gather user feedback and review print server logs), 2. Establish a theory of probable cause (hypothesize port 9100 blocking), 3. Test the theory to determine the cause (run a targeted port scan), 4. Establish a plan of action and implement the solution (update firewall policy), 5. Verify full system functionality and document findings (confirm test prints across subnets and log changes in ticket system).

Step-by-Step Solution

1
Gather symptoms and define the problem scope through user interviews and log review.
Problem is identified as cross-subnet network printing failure occurring post-update.
CompTIA Step 1 (Identify the problem) requires defining symptoms and environment before forming hypotheses.
2
Establish a probable cause theory regarding blocked network printer ports.
A focused hypothesis is established targeting TCP port 9100 filtering at the gateway.
CompTIA Step 2 (Establish a theory of probable cause) requires formulating a testable explanation.
3
Test the port filtering hypothesis using diagnostic scanning tools.
Port scan results confirm traffic on port 9100 is filtered by the gateway firewall.
CompTIA Step 3 (Test the theory to determine the cause) verifies the theory before applying changes.
4
Formulate a plan and implement the firewall policy adjustment.
Port 9100 traffic is re-enabled across subnets.
CompTIA Step 4 (Establish a plan of action and implement the solution) executes the corrective action.
5
Verify end-to-end printing functionality and complete ticket documentation.
Printing works across all subnets and change details are recorded in IT records.
CompTIA Steps 5 and 6 ensure full verification and final administrative closure.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Sequence
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Topics

Troubleshooting Methodology

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