220-1102 Practice Question: A technician is troubleshooting a printer that is…

Answer analysis

Option-by-option breakdown

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

• ✓

  Explain that the printer's IP address changed because of DHCP, and that you will assign a static IP to prevent future issues.

  Why this is correct

  This is the most appropriate response because it clearly and concisely explains the root cause of the printer's inaccessibility, which is the DHCP server dynamically reassigning its IP address, in user-friendly terms. It also immediately offers a concrete, permanent solution by configuring a static IP address to prevent recurrence, demonstrating competence and a proactive approach to problem-solving. This approach builds user confidence and resolves the issue efficiently.

• ✗

  Tell the user that the network changed the printer's address and it is not your fault.

  Why it's wrong here

  This response is unprofessional and unhelpful because it shifts blame without offering any explanation or solution to the user. While the network's DHCP server might be the technical cause of the IP address change, stating 'it is not your fault' avoids responsibility for resolving the user's problem and fails to provide any actionable steps or reassurance. A technician's role is to troubleshoot and resolve issues, not to deflect blame.

• ✗

  Use technical jargon like 'DHCP lease expiration' and 'subnet mask misconfiguration' to sound authoritative.

  Why it's wrong here

  Employing overly technical jargon such as 'DHCP lease expiration' or 'subnet mask misconfiguration' is counterproductive when communicating with a non-technical user. While these terms might be technically accurate in a diagnostic context, they will likely confuse and frustrate the user rather than inform them about the issue. Effective communication requires tailoring the explanation to the audience's understanding, ensuring clarity and avoiding unnecessary complexity.

• ✗

  Say that the printer is faulty and needs to be replaced.

  Why it's wrong here

  This response is completely inappropriate and dishonest because it misdiagnoses the problem and suggests an unnecessary, costly solution. A printer not being accessible due to an IP address change is a network configuration issue, not a hardware fault requiring replacement. This approach demonstrates a lack of diagnostic skill and could lead to significant, avoidable expenses for the user or organization, undermining trust.

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