CompTIA A+ Core 1 (220-1001) — Question 260

A user contacts the help desk to report the Internet is not working. Which of the following steps should the technician take NEXT?

Answer options

• A. Document possible reasons why the Internet is no longer working
• B. Have the user perform a hard shutdown and a cold boot
• C. Instruct the user to disconnect the Ethernet cable for 30 seconds
• D. Ask questions and use available tools to clarify the issue

Correct answer: D

Explanation

The correct answer is D because asking questions and using available tools helps to accurately diagnose the issue with the Internet connection. The other options either do not address the immediate need to clarify the problem or suggest actions that may not be necessary at this stage.