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Difficulty: HardTroubleshooting Methodology

A systems technician is troubleshooting a newly reported incident where multiple client virtual machines on a hypervisor host lost connectivity to corporate network shares following a hypervisor security patch. The technician completed the initial problem identification by gathering user reports, verifying that physical host network link LEDs remain active, and confirming that accessing network shares by IP address succeeds while resolution by hostname fails. To properly establish a theory of probable cause according to the CompTIA troubleshooting methodology, which of the following actions should the technician take? (Select TWO.)

  1. Execute hostname lookup commands (such as nslookup) from an affected client virtual machine to test name resolution pathways.Answer
  2. Review hypervisor change logs and virtual switch configuration settings to determine if software update changes affected virtual network adapter bindings.Answer
  3. C
    Reconfigure the core network router access control lists to force all host share traffic through Layer 2 switches.
  4. D
    Deploy a permanent fix by replacing the DNS server records and modifying client network configuration profiles immediately.

Answer

The technician should execute hostname lookup commands from an affected virtual machine to test name resolution pathways, and review hypervisor change logs and virtual switch settings to evaluate recent updates.
Executing command-line hostname lookups directly tests the name resolution pathway (OSI Application/Presentation layer diagnostics), while inspecting hypervisor change logs evaluates recent software modifications that could cause the issue. Both steps are essential to establishing and testing a theory of probable cause.

Step-by-Step Solution

1
Analyze the current troubleshooting stage
The technician has already identified the problem (gathered user reports, confirmed IP connectivity, noted link light activity).
The next step in the CompTIA methodology is to establish a theory of probable cause (question the obvious and consider top-to-bottom/bottom-to-top OSI layers).
2
Identify diagnostic actions for establishing/testing a cause theory
Using CLI utilities like nslookup pinpoints name resolution failures, and reviewing patch change logs inspects modified system components.
Both actions allow the technician to form and validate a hypothesis without prematurely altering production infrastructure.
3
Evaluate incorrect options
Actions that reconfigure router ACLs or apply permanent changes bypass theory testing and misapply network layer roles.
Modifying production configurations prior to verifying a theory violates proper troubleshooting methodology.

Key Concept

CompTIA 6-Step Troubleshooting Methodology: Establishing and Testing a Theory of Probable Cause
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Troubleshooting Methodology

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