220-1102 · Question #711
A user is unable to access the company's internal network on a separate subnet. A help desk technician verifies the user's credentials, and the user has the appropriate permissions to access the…
The correct answer is A. Consult with the firewall team to see if the user's IP address is blocked. If a single user cannot access a separate network subnet despite verified credentials and stable network, a specific firewall block on their IP address is a probable cause.
Question
A user is unable to access the company's internal network on a separate subnet. A help desk technician verifies the user's credentials, and the user has the appropriate permissions to access the network. The technician checks the network and finds the connection is stable. No other users are having this issue. Which of the following should the technician do next?
Options
- AConsult with the firewall team to see if the user's IP address is blocked.
- BDelete the user's credentials and create new ones.
- CRun a virus scan on the user's workstation.
- DUpdate the network drivers on the user's workstation.
How the community answered
(35 responses)- A71% (25)
- B6% (2)
- C6% (2)
- D17% (6)
Why each option
If a single user cannot access a separate network subnet despite verified credentials and stable network, a specific firewall block on their IP address is a probable cause.
If a single user is unable to access a specific network segment while other users are unaffected, and credentials/permissions are confirmed, a firewall rule blocking the user's specific IP address or device is a strong possibility. Consulting the firewall team can quickly identify and resolve such a network-level access restriction.
Deleting and recreating credentials is unnecessary if the user's existing credentials and permissions have already been verified as correct.
Running a virus scan is a general troubleshooting step but less likely to be the direct cause of an inability to access a specific subnet if the local network connection is stable and no other users have issues.
Updating network drivers would primarily address local connectivity issues (e.g., unable to connect to any network or unstable local connection), but the problem states the connection is stable and only access to a separate subnet is blocked.
Concept tested: Network access troubleshooting - firewall rules
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