- A
Check if the VPN client software is up to date
Why wrong: While outdated software can cause issues, it is less likely to be the immediate cause of a sudden failure and should be checked after more common causes like credentials.
- B
Verify the user's VPN username and password
Incorrect or expired credentials are a frequent cause of VPN connection failures, and verifying them is a logical first troubleshooting step.
- C
Restart the VPN server at the data center
Why wrong: Restarting the server is a drastic step that affects all users and should only be done after ruling out client-side issues.
- D
Reinstall the network adapter drivers
Why wrong: Since the user can browse websites, the network adapter is functioning correctly, making driver reinstallation unnecessary.
Quick Answer
The answer is to verify the user’s VPN username and password. This is the correct first troubleshooting step because the user’s internet connection is already confirmed working—they can browse websites—which eliminates general network or ISP issues. VPN connectivity problems most often stem from authentication failures, such as expired passwords, caps lock being on, or mistyped credentials, making credential verification the quickest and most logical starting point before investigating firewall rules or VPN server settings. On the CompTIA A+ Core 2 220-1202 exam, this question tests the CompTIA troubleshooting methodology’s “identify the problem” phase, specifically the principle of checking the simplest, most common cause first. A common trap is jumping to complex solutions like reinstalling the VPN client or checking DNS, when the user’s ability to browse the web already confirms layer 3 connectivity. Remember the mnemonic “CAB” for VPN issues: Credentials, Authentication, then Beyond—always check the login first.
220-1102 Remote Access Technologies Practice Question
This 220-1202 practice question tests your understanding of remote access technologies. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A user reports that they can no longer connect to the company network from home using VPN. They confirm their internet connection is working and that they can browse websites. Which of the following should a technician check first to resolve the VPN connectivity issue?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue:
"first"Why it matters: Order matters here. You are being tested on which action comes before the others — not which action is generally useful.
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
Verify the user's VPN username and password
The user's internet connection is working (they can browse websites), which rules out general network connectivity issues. The most common cause of VPN authentication failure is incorrect or expired credentials, so verifying the username and password is the quickest and most logical first step before escalating to more complex troubleshooting.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Check if the VPN client software is up to date
Why it's wrong here
While outdated software can cause issues, it is less likely to be the immediate cause of a sudden failure and should be checked after more common causes like credentials.
- ✓
Verify the user's VPN username and password
Why this is correct
Incorrect or expired credentials are a frequent cause of VPN connection failures, and verifying them is a logical first troubleshooting step.
Clue confirmation
The clue word "first" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Restart the VPN server at the data center
Why it's wrong here
Restarting the server is a drastic step that affects all users and should only be done after ruling out client-side issues.
- ✗
Reinstall the network adapter drivers
Why it's wrong here
Since the user can browse websites, the network adapter is functioning correctly, making driver reinstallation unnecessary.
Common exam traps
Common exam trap: answer the scenario, not the keyword
CompTIA often tests the principle of 'start with the simplest and most likely cause'—the trap here is that candidates jump to advanced fixes like updating software or restarting servers, overlooking the basic credential check that resolves the majority of single-user VPN failures.
Detailed technical explanation
How to think about this question
VPN authentication typically relies on protocols like PPP (PAP/CHAP), EAP, or IPsec IKEv2 with pre-shared keys or certificates. A common subtle behavior is that a user's password may have expired or been changed without updating the VPN client's stored credentials, causing repeated authentication failures even though the network path is clear. In enterprise environments, RADIUS or LDAP servers enforce password policies, so verifying credentials against the directory service is the fastest diagnostic step.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1202 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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FAQ
Questions learners often ask
What does this 220-1202 question test?
Remote Access Technologies — This question tests Remote Access Technologies — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Verify the user's VPN username and password — The user's internet connection is working (they can browse websites), which rules out general network connectivity issues. The most common cause of VPN authentication failure is incorrect or expired credentials, so verifying the username and password is the quickest and most logical first step before escalating to more complex troubleshooting.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "first". Order matters here. You are being tested on which action comes before the others — not which action is generally useful.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
Same concept, more angles
2 more ways this is tested on 220-1202
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A technician is troubleshooting a remote user's inability to connect to the corporate network via VPN. The user can ping the VPN server's public IP address. Which step should the technician take next to isolate the issue?
medium- A.Reboot the user's modem
- ✓ B.Check the VPN client logs for errors
- C.Disable the user's firewall
- D.Reinstall the VPN client software
Why B: Since the user can reach the VPN server, the issue is likely at the authentication or configuration layer. Checking the VPN client logs provides detailed error messages that can pinpoint the problem.
Variation 2. A technician is troubleshooting a remote user's inability to connect to the office network via VPN. The user can ping the VPN server's public IP address but the VPN connection fails after entering credentials. The VPN logs show an authentication error. What should the technician check next?
medium- A.Verify that the VPN server's firewall is allowing UDP port 500 and 4500.
- ✓ B.Check if the user's account is locked out or if the password has expired.
- C.Reinstall the VPN client software on the user's computer.
- D.Configure the VPN to use a different encryption protocol.
Why B: The VPN logs show an authentication error, which indicates the failure occurs during the credential validation phase, not during network connectivity. Since the user can ping the VPN server's public IP, Layer 3 connectivity is intact, and the issue is likely with the user's account status. Checking if the account is locked out or the password has expired directly addresses the authentication failure.
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Last reviewed: Jun 30, 2026
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