Assessing the following help desk ticket below from Chikako (connectivity issue). Use the CompTIA 6-step troubleshooting process below to help figure out the connectivity issue.
CompTIA 6-Step Troubleshooting Process:
1 Identify the problem.
2 Establish a theory of probable cause.
3 Evaluate the theory to determine the actual cause.
4 Establish a plan of action to resolve the problem and implement the solution.
5 Verify full system functionality and if applicable, implement preventative measures.
6 Document findings, actions, and outcomes.
[Forwarded Ticket]
Assignee: Open
Raised by: Chikako Sato, buyer, Tokyo office
Category: Connectivity Issue
Priority: High
Message:
THIS IS URGENT. Chikako called me at the help desk, saying his computer is up and working but cannot log into the domain. He has a meeting in 25 minutes and needs files and the PowerPoint for the meeting!
I cannot take over their machine remotely nor can I ping it. Can you help?
-Jen
There are multiple potential solutions. You can pick one of the four below or have a different potential solution of your own.
-bad cable
-bad NIC
-switch failure
-DHCP server down
Focus on only one of the potential solutions for stepping through the six steps of the troubleshooting process. Answer the first four out of the six steps in your post. For the third CompTIA step, what would it take to prove your theory correct or incorrect? Example: If I do X and Y happens, then that is the issue. If Z happens, it is something else.
Sample Answer
Step 1: Identify the problem
The problem is that Chikako is unable to log into the domain on their computer, despite it being up and working. This issue is affecting Chikako’s ability to access files and the PowerPoint needed for an upcoming meeting.
Step 2: Establish a theory of probable cause
Based on the information provided, one potential theory of probable cause for the connectivity issue could be a bad NIC (Network Interface Card) in Chikako’s computer. A faulty NIC can prevent the computer from properly communicating with the network, resulting in the inability to log into the domain.
Step 3: Evaluate the theory to determine the actual cause
To evaluate the theory that a bad NIC is causing the connectivity issue, we can perform the following steps:
Check if other users in the same office are experiencing similar connectivity issues. If other users are also unable to log into the domain, it may indicate a network-wide issue rather than an isolated problem with Chikako’s computer.
Attempt to connect Chikako’s computer to a different network port on the switch. If the issue persists, it would suggest that the problem lies with Chikako’s computer rather than a specific network port.
Test a different computer with a known good NIC on the same network port that Chikako’s computer is currently connected to. If the test computer can successfully log into the domain, it would further support the theory that Chikako’s computer has a bad NIC.
Step 4: Establish a plan of action to resolve the problem and implement the solution
Based on the evaluation of the theory, if it is determined that Chikako’s computer has a bad NIC, the following plan of action can be established:
Inform Chikako about the potential issue with their NIC and explain that it may require replacing the NIC or the entire computer.
Advise Chikako to try connecting their computer to a different network port on the switch to rule out any potential issues with the current port.
If the problem persists, arrange for a technician to replace the NIC or troubleshoot further to confirm if it is indeed a faulty NIC.
Communicate with Chikako regarding the progress and resolution of the issue.
Note: The remaining steps (Step 5 and Step 6) of the CompTIA troubleshooting process will not be addressed in this response as they are not relevant to evaluating and resolving the connectivity issue caused by a potential bad NIC.
Order Now! Order Now!
