For this discussion, you will be assessing the following help desk ticket below

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For this discussion, you will be assessing the following help desk ticket below

For this discussion, you will be 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:
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality and if applicable, implement preventative measures.
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.
Classmate 1 Muhammad post
I would go with the theory that the issue could be due to a bad cable. Here’s how I would approach the first four steps of the troubleshooting process:
1. Identify the problem: Chikako is unable to log into the domain despite the computer being up and running.
2. Establish a theory of probable cause: The theory is that a bad cable might be causing the connectivity issue.
3. Evaluate the theory to determine the actual cause: To prove or disprove this theory, you can try replacing the cable with a known working one and see if the issue continues. If the problem is resolved, it confirms the theory. If not, then it’s likely something else causing the problem.
4. Establish a plan of action to resolve the problem and implement the solution: If the cable is indeed the cause, the plan of action would be to replace the faulty cable with a new one.
5. Verify full system functionality and implement preventative measures: After replacing the cable, I would check if Chikako can successfully log into the domain. Additionally, it would be a good idea to implement defensive measures like regularly checking and maintaining network cables to prevent future connectivity issues.
6. Document findings, actions, and outcomes: It’s important to document the entire troubleshooting process, including the identified problem, the theory of probable cause, the actions taken (such as replacing the cable), and the outcome (whether the issue was resolved or not). This documentation will help in future reference and troubleshooting.
Classmate 2 Isha post
Step 1: identify the problem
The problem is that It is not possible for Chikako’s computer to log into the domain, and pinging and remote access are not an option.
Step 2: Establish a theory of probable cause
Considering the symptoms, a DHCP server issue that prevents the machine from obtaining an IP address could be the root cause.
Step 3: Evaluate the theory to determine the actual cause.
I can Try giving the computer a static IP address by hand and see if that allows it to connect to the domain in order to verify this theory. Success would validate the failure of the DHCP server as the reason. On the other hand, I will do additional investigation into potential causes such as malfunctioning cables, NIC, or switch failure might be necessary if the problem continues.
Step 4: Establish a plan of action to resolve the problem and implement the solution.
I can also Try giving Chikako’s machine a static IP address by hand like in step 3 and then see if it can connect to the domain. If it works, I will report the possible failure of the DHCP server to the network team so that they can look into it more and find a solution. If it doesn’t work, I’ll try some further troubleshooting techniques to find and fix the underlying connectivity problem.

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