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Difficulty: MediumTroubleshooting Methodology

A support technician is troubleshooting an enterprise workstation that intermittently drops its connection to a local network share during heavy file transfers. The technician has gathered information from the user and established a theory that the onboard network adapter's energy-saving settings are interrupting connectivity. Which of the following actions should the technician perform to test this theory? (Select TWO.)

  1. Temporarily disable power management features on the network interface card and monitor transfer stability.Answer
  2. Connect a known-good external network adapter to bypass the onboard adapter and run a test transfer.Answer
  3. C
    Create a formal change request to replace the department's main network switch.
  4. D
    Reconfigure the network DHCP server options to handle domain name resolution for the share.

Answer

The technician should temporarily disable power management features on the network interface card and test using a known-good external network adapter.
Testing a theory of probable cause requires controlled diagnostic tests that isolate the suspected root cause. Temporarily disabling power management on the onboard adapter directly evaluates if energy-saving features are causing drops, while testing with a known-good external network adapter bypasses the onboard hardware to verify adapter-specific issues.

Step-by-Step Solution

1
Identify the current stage of the CompTIA 6-step troubleshooting methodology.
The technician has already gathered information (Step 1) and established a theory of probable cause (Step 2). The next step is Step 3: Test the theory to determine the cause.
According to CompTIA methodology, established theories must be tested and confirmed before moving on to establishing a plan of action or implementing solutions.
2
Select non-destructive diagnostic actions that directly confirm or refute the suspect hardware/software behavior.
Disabling power management settings on the onboard card and substituting a known-good external NIC both isolate the suspected NIC behavior.
These targeted test steps verify whether power savings or physical NIC failure cause the drops without altering broader network infrastructure.

Key Concept

CompTIA Troubleshooting Methodology - Step 3: Test the Theory to Determine Cause
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Topics

Troubleshooting Methodology

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