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Difficulty: Very hardCompTIA Troubleshooting Methodology

Following an overnight firmware upgrade on a multi-building enterprise network, users in one building report intermittent access to resources on other subnets. A network engineer systematically tests several hypotheses, eventually capturing traffic on the distribution switch and confirming that an unannounced native VLAN configuration change on a trunk link is causing tagged frame leaks and packet drops. Having successfully confirmed the root cause of the issue, which of the following actions should the engineer take next in accordance with the CompTIA troubleshooting methodology?

  1. Establish a plan of action to rectify the native VLAN mismatch, considering potential impacts on connected segments, and implement the solution.Answer
  2. B
    Conduct comprehensive functionality tests across all affected subnets and implement preventive port security policies.
  3. C
    Record the root cause, configuration changes, and resolution details in the ticketing system and configuration management database.
  4. D
    Re-interrogate affected users and review change management logs to establish alternative theories regarding the outage.

Answer

Establish a plan of action to rectify the native VLAN mismatch, considering potential impacts on connected segments, and implement the solution.
According to the CompTIA 6-step troubleshooting methodology, the steps in order are: 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, if applicable, implement preventive measures, and 6) Document findings, actions, and outcomes. In the scenario, the technician has successfully tested and confirmed the theory (Step 3). The mandatory next phase is Step 4: establishing a plan of action to resolve the issue and implementing the solution.

Step-by-Step Solution

1
Identify the troubleshooting step completed within the scenario context
The engineer performed traffic captures and confirmed that an unannounced native VLAN configuration change was causing the packet drops, completing Step 3 (Test the theory to determine cause).
Determining the exact step completed allows identification of the next required step in the methodology.
2
Recall the official CompTIA 6-step troubleshooting methodology sequence
Sequence: 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.
Adherence to CompTIA's official workflow order is strictly evaluated on Network+ exams.
3
Select the immediate next step in the sequence following Step 3
Step 4: Establish a plan of action to resolve the problem and implement the solution.
Once a theory is validated, the technician must design a resolution plan and execute it before verifying or documenting.

Key Concept

CompTIA 6-Step Troubleshooting Methodology Sequence
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Topics

CompTIA Troubleshooting Methodology

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