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Zorluk: OrtaCompTIA Troubleshooting Methodology

A network administrator is addressing an incident where remote users connected via SSL VPN cannot access internal intranet sites following a gateway software update. The administrator conducted diagnostic packet captures on the gateway and confirmed that the internal security policy was dropping traffic from the SSL VPN IP pool due to an unmapped subnet mask. Which of the following actions should the administrator take NEXT according to the CompTIA troubleshooting methodology?

  1. Establish a plan of action to modify the gateway security policy and identify potential side effects.Cevap
  2. B
    Perform end-to-end tests from a remote client computer to verify internal web page accessibility.
  3. C
    Document the confirmed root cause and resolution steps in the organization's ticketing system.
  4. D
    Interview the affected remote workers to gather additional details regarding the onset of the outage.

Cevap

The administrator should establish a plan of action to modify the gateway security policy and identify potential side effects.
In the CompTIA troubleshooting methodology, once a theory of probable cause has been tested and verified (Step 3), the network administrator must establish a plan of action to resolve the issue and identify potential effects (Step 4) before implementing changes.

Adım Adım Çözüm

1
Analyze the current state in the troubleshooting sequence
The administrator performed packet captures and confirmed the root cause (unmapped subnet mask in security policy dropping SSL VPN traffic), which completes Step 3 (Test the theory to determine cause).
Identifying the current step determines which step must follow logically according to the CompTIA methodology.
2
Determine the immediate next step in the CompTIA 7-step methodology
The step directly following 'Test the theory to determine cause' is 'Establish a plan of action to resolve the problem and identify potential effects'.
CompTIA methodology strictly mandates planning and risk identification prior to applying configuration changes to network devices.

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CompTIA Troubleshooting Methodology Step Sequence
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CompTIA Troubleshooting Methodology

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