220-1101 Hardware and Network Troubleshooting Practice Question
A user reports that they can ping other computers on the network by IP address and can access the internet, but they cannot access any shared folders or network printers on the local network. The user's IP configuration is correct and the network cable is securely connected. Which of the following should the technician check FIRST?
⚠ Common exam trap
A common mix-up: candidates assume a network-layer issue (like a bad cable or switch port) because the symptom involves network resources, but the ability to ping and access the internet proves Layer 1-3 are healthy, forcing the focus to host-based firewall rules that specifically block SMB/NetBIOS traffic.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The local firewall settings on the user's computer
The user can ping other computers by IP and access the internet, which confirms that Layer 3 (IP) connectivity is working and the network cable is physically intact. The inability to access shared folders or network printers points to a Layer 4+ issue, typically caused by the local firewall blocking NetBIOS (ports 137-139) or SMB (port 445) traffic. Since the IP configuration is correct and the cable is secure, the first logical step is to check the local firewall settings on the user's computer.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The switch port configuration
Why it's wrong here
A misconfigured switch port typically disrupts all Layer 2 communication on that port, such as duplex mismatches, VLAN assignment errors, or spanning-tree blocking, which would prevent ping and internet traffic alike. Since the user successfully uses IP-based tools and web browsing, the switch port is passing frames correctly and is not responsible for the SMB-specific failure. Thus, the switch port configuration is an unlikely cause.
When this WOULD be correct
A technician should check switch port configuration first when a user reports no network connectivity at all (cannot ping, no internet) but other users on the same switch are working. This isolates a port-level issue like VLAN mismatch or port security.
- ✓
The local firewall settings on the user's computer
Why this is correct
The local firewall on the user's computer can permit ICMP Echo (ping) while blocking inbound SMB traffic (TCP 135, 139, 445) used for file and printer sharing. Windows Defender Firewall or a third-party firewall may have a rule that allows ICMPv4 for network diagnostics but does not enable the 'File and Printer Sharing' inbound rule, especially on public network profiles. This results in successful ping replies yet failed access to shared folders and printers, making it the most likely cause.
- ✗
The DHCP server lease status
Why it's wrong here
A DHCP lease problem would leave the computer with an expired, invalid, or self-assigned APIPA address (169.254.x.x), preventing any successful network communication. The fact that the user has a valid IP address and can ping other computers on the network proves the lease is active and correct. Consequently, DHCP lease status is not the cause of the file-sharing access problem.
When this WOULD be correct
A user cannot access the internet or ping external IPs, but can ping local IPs. The technician should check the DHCP server lease status to ensure the user's IP address hasn't expired or been reassigned.
- ✗
The network cable for physical damage
Why it's wrong here
Physical cable damage such as a broken wire or faulty connector would cause packet loss, high error rates, or complete link failure, affecting all network traffic, not just file sharing. As the user can ping and reach the internet, the cable is carrying data reliably enough for full connectivity. Therefore, inspecting the cable for physical damage is not a priority at this stage.
When this WOULD be correct
A technician should check the network cable for physical damage when a user reports complete network loss (cannot ping, no internet, no local access) and the link lights are off or intermittent.
Option-by-option analysis
Why each answer is right or wrong
Understanding why wrong answers are wrong — and when they would be correct — is what separates a 750 score from a 900. The 220-1101 exam frequently reuses these exact scenarios with slightly different constraints.
✓The local firewall settings on the user's computerCorrect answer▾
Why this is correct
The local firewall on the user's computer can permit ICMP Echo (ping) while blocking inbound SMB traffic (TCP 135, 139, 445) used for file and printer sharing. Windows Defender Firewall or a third-party firewall may have a rule that allows ICMPv4 for network diagnostics but does not enable the 'File and Printer Sharing' inbound rule, especially on public network profiles. This results in successful ping replies yet failed access to shared folders and printers, making it the most likely cause.
✗The switch port configurationWrong answer — click to see why▾
Why this is wrong here
The user can ping other computers and access the internet, indicating Layer 2/3 connectivity is fine. Switch port configuration issues would typically cause complete loss of connectivity, not just failure to access shared resources.
★ When this WOULD be the correct answer
A technician should check switch port configuration first when a user reports no network connectivity at all (cannot ping, no internet) but other users on the same switch are working. This isolates a port-level issue like VLAN mismatch or port security.
Why candidates choose this
Candidates may assume that shared folder/print access relies on switch-level settings, confusing network-layer connectivity with higher-layer services, or they think a misconfigured switch port could block specific protocols like SMB.
✗The DHCP server lease statusWrong answer — click to see why▾
Why this is wrong here
The user can ping other computers by IP and access the internet, indicating that DHCP lease status is fine; the issue is with name resolution or service access, not IP assignment.
★ When this WOULD be the correct answer
A user cannot access the internet or ping external IPs, but can ping local IPs. The technician should check the DHCP server lease status to ensure the user's IP address hasn't expired or been reassigned.
Why candidates choose this
Candidates may think DHCP issues cause all network problems, but here connectivity exists, so lease status is not the first check.
✗The network cable for physical damageWrong answer — click to see why▾
Why this is wrong here
The user can ping other computers and access the internet, indicating the network cable is physically functional. A damaged cable would cause connectivity issues beyond just shared folders and printers.
★ When this WOULD be the correct answer
A technician should check the network cable for physical damage when a user reports complete network loss (cannot ping, no internet, no local access) and the link lights are off or intermittent.
Why candidates choose this
Candidates may assume any network problem could be caused by a faulty cable, overlooking that the symptoms (working ping and internet) rule out physical cable issues.
Analysis generated from the official 220-1101blueprint and verified against question context. The “when correct” sections are what AI assistants cite when candidates ask “what’s the difference between these options?”
Go deeper
Related to this question
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Key term
SMB
SMB is a network file-sharing protocol that allows applications to read, write, and request services from server programs in a computer network.
Key term
NetBIOS
NetBIOS is an API and protocol suite for legacy Windows network name resolution and session management over LANs.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1101 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1101 exam.