220-1202 Practice Question: A technician is troubleshooting a remote user's…

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

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  Reboot the user's modem

  Why it's wrong here

  Rebooting the user's modem is an initial troubleshooting step for general internet connectivity issues. However, since the user can successfully ping a remote server, it indicates that the modem, the local network, and the internet service provider's connection are all functioning correctly at the network and transport layers. A modem reboot would not address a problem specific to VPN tunnel establishment, which typically involves higher-layer protocols and client software configurations.

• ✓

  Check the VPN client logs for errors

  Why this is correct

  Checking the VPN client logs is the most effective and efficient diagnostic step for troubleshooting VPN connection failures. These logs provide detailed information, including specific error codes, timestamps, and messages related to authentication attempts, certificate validation, tunnel negotiation, and network connectivity issues. Analyzing these entries allows a technician to pinpoint the exact cause of the failure, such as incorrect credentials, firewall blocks, or incompatible security parameters, guiding precise corrective actions.

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  Disable the user's firewall

  Why it's wrong here

  Disabling the user's firewall is a significant security risk and should only be considered as a temporary diagnostic measure, and only after other less intrusive steps have been exhausted. While a firewall can indeed block necessary VPN ports (e.g., UDP 500/4500 for IKE/IPsec or TCP 443 for SSL VPNs), disabling it completely exposes the user's system to potential threats. A more appropriate step would be to review firewall logs or temporarily create specific rules for VPN traffic, rather than a full disablement.

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  Reinstall the VPN client software

  Why it's wrong here

  Reinstalling the VPN client software is a drastic and often unnecessary troubleshooting step that should be reserved as a last resort. This action is time-consuming and disruptive, and it fails to address underlying issues such as incorrect user credentials, network configuration problems, or server-side misconfigurations. Without first examining logs to identify the root cause, reinstalling the software is a shot in the dark that often doesn't resolve the actual problem and wastes valuable troubleshooting time.

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