WGU D412-HELP DESK TICKET ANALYSIS/TROUBLESHOOTING
NETWORK ISSUES EXAM 2026/2027 | COMPLETE QUESTIONS
AND ANSWERS (VERIFIED ANSWERS) | EXAM PREP PRACTICE
QUESTIONS AND ANSWERS | LATEST EXAM GUIDE 2026&2027
1. A user reports that their computer cannot access any websites, but other users on the
same network can browse normally. The user's Ethernet connection shows as connected.
What should the help desk technician check FIRST?
A. Replace the network switch
B. Verify the user's IP configuration
C. Reinstall the operating system
D. Replace the organization's router
Answer: B
The technician should first verify the IP configuration, including the IP address, subnet mask,
default gateway, and DNS settings. This establishes whether the problem is local to the user's
network configuration before hardware or infrastructure changes are attempted.
2. A help desk ticket states that a workstation can communicate with devices on its local
subnet but cannot reach resources on another subnet. Which configuration is MOST likely
incorrect?
A. DNS suffix
B. MAC address
C. Default gateway
D. Hostname
Answer: C
The default gateway provides the route from the local subnet to other networks. A
workstation with an incorrect or missing gateway can communicate locally but cannot
normally reach remote subnets.
3. A technician receives a ticket stating that a user's internet connection is intermittent.
Several users connected to the same access point report the same problem. What should the
technician investigate FIRST?
A. The affected user's keyboard
B. The user's browser cache
C. The user's local profile
D. The shared network infrastructure
,Answer: D
When multiple users experience the same connectivity problem, the issue is more likely to
involve shared infrastructure such as an access point, switch, router, uplink, or wireless
interference rather than one user's workstation.
4. A user can successfully ping 8.8.8.8 but cannot open websites by domain name. Which
service should the technician investigate?
A. DNS
B. DHCP
C. FTP
D. SSH
Answer: A
Successful communication with an IP address demonstrates that basic network connectivity
exists. Failure when using domain names strongly indicates a DNS resolution problem.
5. A workstation automatically receives an address in the 169.254.0.0/16 range. What does
this MOST likely indicate?
A. The DNS server is responding normally
B. The workstation has successfully contacted DHCP
C. The workstation failed to obtain a DHCP-assigned address
D. The workstation has a duplicate static IP address
Answer: C
An address in the 169.254.0.0/16 range is an APIPA address. Windows commonly assigns an
APIPA address when a DHCP server cannot provide a valid address.
6. A user reports that a network drive worked yesterday but is unavailable today. Other
users can access the same drive. What is the BEST initial troubleshooting action?
A. Replace the file server
B. Verify the user's network connectivity and drive mapping
C. Reformat the user's computer
D. Disable all endpoint security software
Answer: B
Because the shared resource works for other users, the technician should focus on the
affected workstation. Checking connectivity and the drive mapping can determine whether
the workstation has lost access or the mapping has become invalid.
,7. A technician wants to determine whether a workstation can reach its configured default
gateway. Which command is MOST appropriate?
A. ping
B. nslookup
C. hostname
D. arp -d
Answer: A
The ping command can test basic IP connectivity between the workstation and its default
gateway.
8. A user can access internal applications but cannot resolve external websites by name.
Internal DNS names continue to work. What is the MOST likely problem?
A. Failed keyboard driver
B. Incorrect monitor resolution
C. Local printer configuration
D. External DNS resolution or DNS forwarding
Answer: D
If internal DNS names resolve while external names fail, the problem may involve external
DNS resolution, DNS forwarding, or the organization's upstream DNS configuration.
9. A technician receives a ticket stating that a user cannot connect to a wireless network.
The wireless network is visible, but authentication fails. What should be checked FIRST?
A. Ethernet cable length
B. Wireless credentials and authentication method
C. Printer driver
D. Monitor power settings
Answer: B
When the wireless network is visible but authentication fails, credentials, security settings,
certificates, or the configured authentication method should be examined before replacing
hardware.
10. A user reports that a website loads extremely slowly while other websites load normally.
What is the BEST first step?
A. Replace the workstation NIC
B. Reboot the organization's core switch
, C. Determine whether the problem is specific to the website
D. Change the user's IP address
Answer: C
A problem affecting only one website may be caused by the website itself, its DNS records,
routing, or a specific application dependency. The technician should establish scope before
changing the user's network configuration.
11. Which information is MOST important when initially documenting a network-related
help desk ticket?
A. The technician's preferred troubleshooting method
B. The user's favorite application
C. The age of the user's monitor
D. Symptoms, affected resources, timing, and scope of the problem
Answer: D
Good ticket documentation captures observable symptoms, affected resources, when the
issue began, and its scope. These details establish a useful troubleshooting baseline.
12. A user reports that their computer has no network connectivity. The link indicator on
the Ethernet port is not illuminated. What should the technician check FIRST?
A. Physical connectivity
B. DNS records
C. Browser history
D. User permissions
Answer: A
A missing link indicator can indicate a physical-layer problem. The technician should check the
cable, network port, NIC, and switch connection before moving to higher network layers.
13. A technician determines that only one application cannot communicate with a remote
server while other applications have normal network access. What should be investigated
NEXT?
A. The monitor cable
B. The application's configuration and required ports
C. The keyboard layout
D. The user's desktop wallpaper
Answer: B
NETWORK ISSUES EXAM 2026/2027 | COMPLETE QUESTIONS
AND ANSWERS (VERIFIED ANSWERS) | EXAM PREP PRACTICE
QUESTIONS AND ANSWERS | LATEST EXAM GUIDE 2026&2027
1. A user reports that their computer cannot access any websites, but other users on the
same network can browse normally. The user's Ethernet connection shows as connected.
What should the help desk technician check FIRST?
A. Replace the network switch
B. Verify the user's IP configuration
C. Reinstall the operating system
D. Replace the organization's router
Answer: B
The technician should first verify the IP configuration, including the IP address, subnet mask,
default gateway, and DNS settings. This establishes whether the problem is local to the user's
network configuration before hardware or infrastructure changes are attempted.
2. A help desk ticket states that a workstation can communicate with devices on its local
subnet but cannot reach resources on another subnet. Which configuration is MOST likely
incorrect?
A. DNS suffix
B. MAC address
C. Default gateway
D. Hostname
Answer: C
The default gateway provides the route from the local subnet to other networks. A
workstation with an incorrect or missing gateway can communicate locally but cannot
normally reach remote subnets.
3. A technician receives a ticket stating that a user's internet connection is intermittent.
Several users connected to the same access point report the same problem. What should the
technician investigate FIRST?
A. The affected user's keyboard
B. The user's browser cache
C. The user's local profile
D. The shared network infrastructure
,Answer: D
When multiple users experience the same connectivity problem, the issue is more likely to
involve shared infrastructure such as an access point, switch, router, uplink, or wireless
interference rather than one user's workstation.
4. A user can successfully ping 8.8.8.8 but cannot open websites by domain name. Which
service should the technician investigate?
A. DNS
B. DHCP
C. FTP
D. SSH
Answer: A
Successful communication with an IP address demonstrates that basic network connectivity
exists. Failure when using domain names strongly indicates a DNS resolution problem.
5. A workstation automatically receives an address in the 169.254.0.0/16 range. What does
this MOST likely indicate?
A. The DNS server is responding normally
B. The workstation has successfully contacted DHCP
C. The workstation failed to obtain a DHCP-assigned address
D. The workstation has a duplicate static IP address
Answer: C
An address in the 169.254.0.0/16 range is an APIPA address. Windows commonly assigns an
APIPA address when a DHCP server cannot provide a valid address.
6. A user reports that a network drive worked yesterday but is unavailable today. Other
users can access the same drive. What is the BEST initial troubleshooting action?
A. Replace the file server
B. Verify the user's network connectivity and drive mapping
C. Reformat the user's computer
D. Disable all endpoint security software
Answer: B
Because the shared resource works for other users, the technician should focus on the
affected workstation. Checking connectivity and the drive mapping can determine whether
the workstation has lost access or the mapping has become invalid.
,7. A technician wants to determine whether a workstation can reach its configured default
gateway. Which command is MOST appropriate?
A. ping
B. nslookup
C. hostname
D. arp -d
Answer: A
The ping command can test basic IP connectivity between the workstation and its default
gateway.
8. A user can access internal applications but cannot resolve external websites by name.
Internal DNS names continue to work. What is the MOST likely problem?
A. Failed keyboard driver
B. Incorrect monitor resolution
C. Local printer configuration
D. External DNS resolution or DNS forwarding
Answer: D
If internal DNS names resolve while external names fail, the problem may involve external
DNS resolution, DNS forwarding, or the organization's upstream DNS configuration.
9. A technician receives a ticket stating that a user cannot connect to a wireless network.
The wireless network is visible, but authentication fails. What should be checked FIRST?
A. Ethernet cable length
B. Wireless credentials and authentication method
C. Printer driver
D. Monitor power settings
Answer: B
When the wireless network is visible but authentication fails, credentials, security settings,
certificates, or the configured authentication method should be examined before replacing
hardware.
10. A user reports that a website loads extremely slowly while other websites load normally.
What is the BEST first step?
A. Replace the workstation NIC
B. Reboot the organization's core switch
, C. Determine whether the problem is specific to the website
D. Change the user's IP address
Answer: C
A problem affecting only one website may be caused by the website itself, its DNS records,
routing, or a specific application dependency. The technician should establish scope before
changing the user's network configuration.
11. Which information is MOST important when initially documenting a network-related
help desk ticket?
A. The technician's preferred troubleshooting method
B. The user's favorite application
C. The age of the user's monitor
D. Symptoms, affected resources, timing, and scope of the problem
Answer: D
Good ticket documentation captures observable symptoms, affected resources, when the
issue began, and its scope. These details establish a useful troubleshooting baseline.
12. A user reports that their computer has no network connectivity. The link indicator on
the Ethernet port is not illuminated. What should the technician check FIRST?
A. Physical connectivity
B. DNS records
C. Browser history
D. User permissions
Answer: A
A missing link indicator can indicate a physical-layer problem. The technician should check the
cable, network port, NIC, and switch connection before moving to higher network layers.
13. A technician determines that only one application cannot communicate with a remote
server while other applications have normal network access. What should be investigated
NEXT?
A. The monitor cable
B. The application's configuration and required ports
C. The keyboard layout
D. The user's desktop wallpaper
Answer: B
