A remote employee reports that after upgrading their corporate laptop software, they can browse external websites but can no longer access local network shares over the company VPN. An IT support specialist has already duplicated the problem on a test machine, confirmed the symptoms, and verified that no central network maintenance was performed. According to the CompTIA 6-step troubleshooting methodology, which of the following actions should the specialist perform NEXT to establish a theory of probable cause? (Select TWO.)
- Inquire whether any local configuration settings or client permissions were changed during the software upgrade.Answer
- Search internal knowledge bases and software documentation for known compatibility bugs related to the new client build.Answer
- CReinstall the previous version of the VPN client on the employee's machine and deploy the fix to all remote users.
- DReconfigure the corporate DNS server to automatically issue DHCP address leases to incoming VPN adapters.
Answer
The technician should inquire about recent local configuration changes and research knowledge base documentation for known software compatibility issues.
According to the CompTIA troubleshooting methodology, after identifying the problem and questioning environmental changes, the technician must establish a theory of probable cause. Inquiring about local configuration changes and searching knowledge bases for documented software bugs are standard methods to form a valid theory.
Step-by-Step Solution
Key Concept
CompTIA 6-Step Troubleshooting Methodology - Establishing a Theory of Probable Cause
Estimated Time:1m 30s