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Difficulty: MediumCompTIA Troubleshooting Methodology

A systems engineer is troubleshooting an issue where corporate users cannot authenticate to an enterprise wireless network. The engineer established a theory that an expired SSL/TLS certificate on the RADIUS server was causing EAP-TLS handshake failures and confirmed this theory by analyzing RADIUS authentication failure logs. Which of the following actions should the engineer perform NEXT in accordance with the CompTIA troubleshooting methodology? (Select TWO.)

  1. Develop a plan of action to renew and install the updated SSL/TLS certificate while identifying potential service impact.Answer
  2. Implement the planned solution by applying the new RADIUS server certificate during an authorized maintenance window.Answer
  3. C
    Perform test client authentications across multiple access points to verify that full network functionality has been restored.
  4. D
    Record the root cause, certificate details, and resolution steps in the enterprise change management database.

Answer

The engineer should establish a plan of action to renew the certificate while identifying potential effects, and implement the solution during an approved maintenance window.
Once a theory of probable cause has been confirmed (Step 3), the CompTIA troubleshooting methodology requires moving to Step 4: 'Establish a plan of action to resolve the problem and identify potential effects' and 'Implement the solution or escalate as necessary'. Developing the certificate renewal plan while evaluating service impact and deploying the updated certificate during a maintenance window correctly fulfill this phase.

Step-by-Step Solution

1
Identify the completed phase of the CompTIA troubleshooting methodology from the scenario context.
The engineer completed Step 3 (Test the theory to determine the cause) by verifying the RADIUS authentication logs.
Identifying the current step establishes the baseline required to determine the next immediate action.
2
Determine the next sequential phase mandated by the CompTIA methodology.
Step 4 requires establishing a plan of action to resolve the issue and identifying potential effects, followed by implementing the solution.
CompTIA standards dictate that theory verification must be followed by action planning, impact assessment, and implementation before verification.
3
Select the options matching the Step 4 requirements.
Developing the renewal plan with impact assessment and applying the certificate update are the correct Step 4 actions.
System functionality testing (Step 5) and documenting findings (Step 6) occur later in the troubleshooting lifecycle.

Key Concept

CompTIA Troubleshooting Methodology Step Sequence
Estimated Time:1m 30s
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Topics

CompTIA Troubleshooting Methodology

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