220-1101 Hardware and Network Troubleshooting Practice Question
A user reports that they cannot access the internet. The technician checks the network status on the computer and sees that the Ethernet cable is plugged in, but the link light on the network interface card is not illuminated. Which of the following should the technician check FIRST?
⚠ Common exam trap
The trap here is that candidates often jump to software or configuration issues (IP, DNS, firewall) when the symptom is clearly a physical layer problem, ignoring the fundamental OSI model principle that lower layers must be operational before higher layers can function.
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 cable connection at the patch panel or wall jack
The link light on the NIC indicates Layer 1 (physical) connectivity. Since it is not illuminated, the issue is almost certainly a physical connection problem, such as a loose or damaged cable at the wall jack or patch panel. Checking the cable connection at the patch panel or wall jack is the first logical step before moving to higher-layer troubleshooting.
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 IP address configuration in the operating system
Why it's wrong here
The IP address configuration operates at Layer 3 (network layer) and only controls logical addressing for packet routing. A misconfigured IP address—whether wrong, duplicated, or absent—does not affect the electrical or optical signaling on the wire, so the NIC still negotiates a link and the link light remains illuminated even if traffic cannot be routed.
When this WOULD be correct
If the link light were illuminated and the computer had an APIPA address (169.254.x.x), the technician should check IP configuration first to ensure DHCP is working or assign a static IP.
- ✓
The cable connection at the patch panel or wall jack
Why this is correct
A loose or disconnected cable at the wall jack or patch panel is a classic physical-layer (Layer 1) fault that directly prevents the NIC from establishing a link, so the link light goes dark. This is the fastest and most logical first check because it is a common cause of total connectivity loss and requires only a visual inspection or a simple reseat to confirm.
- ✗
The DNS server settings
Why it's wrong here
DNS settings affect only the resolution of domain names to IP addresses at the application layer, not the physical link state. If DNS is misconfigured, a user might be unable to reach websites by name, but the NIC will still show a link light because the cable and Layer 1 connectivity are unaffected; the issue would manifest as a name-resolution failure, not as a dead link indicator.
When this WOULD be correct
A user can access local resources but cannot browse the internet by name, and the link light is on. In that scenario, checking DNS server settings would be appropriate because the issue is name resolution, not physical connectivity.
- ✗
The firewall rules
Why it's wrong here
Firewall rules govern Layer 3/4 traffic filtering based on IP addresses, ports, and protocols, and they never alter the physical signaling between the NIC and the switch. Even if a firewall is blocking all outbound traffic, the link light will stay lit because the cable connection is healthy and the physical layer link is established independently of any software-based access control.
When this WOULD be correct
A user can access local resources but not the internet, and the link light is on. The technician should check firewall rules if suspecting outbound traffic is being blocked by a software firewall or security policy.
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 cable connection at the patch panel or wall jackCorrect answer▾
Why this is correct
A loose or disconnected cable at the wall jack or patch panel is a classic physical-layer (Layer 1) fault that directly prevents the NIC from establishing a link, so the link light goes dark. This is the fastest and most logical first check because it is a common cause of total connectivity loss and requires only a visual inspection or a simple reseat to confirm.
✗The IP address configuration in the operating systemWrong answer — click to see why▾
Why this is wrong here
The link light not illuminated indicates a physical layer issue (Layer 1), such as a faulty cable or connection. Checking IP configuration (Layer 3) is premature before verifying physical connectivity.
★ When this WOULD be the correct answer
If the link light were illuminated and the computer had an APIPA address (169.254.x.x), the technician should check IP configuration first to ensure DHCP is working or assign a static IP.
Why candidates choose this
Candidates often jump to software or network layer issues because they are more familiar with IP configuration, overlooking basic physical layer troubleshooting.
✗The DNS server settingsWrong answer — click to see why▾
Why this is wrong here
The link light not being illuminated indicates a physical layer issue (Layer 1), such as a faulty cable or connection. DNS server settings are a higher-layer (Layer 7) configuration and would not affect the link light.
★ When this WOULD be the correct answer
A user can access local resources but cannot browse the internet by name, and the link light is on. In that scenario, checking DNS server settings would be appropriate because the issue is name resolution, not physical connectivity.
Why candidates choose this
Candidates often confuse internet access problems with DNS misconfiguration, as DNS is a common cause of 'no internet' symptoms. They may skip basic physical checks and jump to network configuration issues.
✗The firewall rulesWrong answer — click to see why▾
Why this is wrong here
The link light not illuminating indicates a physical layer issue (Layer 1), such as a faulty cable or connection. Firewall rules operate at higher layers (Layer 3/4) and would not affect the link light.
★ When this WOULD be the correct answer
A user can access local resources but not the internet, and the link light is on. The technician should check firewall rules if suspecting outbound traffic is being blocked by a software firewall or security policy.
Why candidates choose this
Candidates may confuse network connectivity problems with security settings, assuming a firewall is blocking all traffic, even though physical layer symptoms point elsewhere.
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?”
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JA
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.