Question

A user called to inform you that the laptop she purchased yesterday is malfunctioning and will not connect to her wireless network. You personally checked to verify that the wireless worked properly before the user left your office. The user states she rebooted the computer several times but the problem still persists.
Which of the following is the first step you should take to assist the user in resolving this issue?

A. Inform the user she will need to return the laptop so you can replace the internal Wi-Fi card and verify wireless functionality.
B. Have the user press the appropriate function key combination to enable the wireless radio and then attempt to connect to the wireless network.
C. Instruct the user on how to reseat the internal mini-PCIe wireless adapter and try to connect to the wireless network.
D. Ask the user to turn on the laptop’s airplane mode and attempt to reconnect to the wireless network.

Answer 1

Answer:

B. Have the user press the appropriate function key combination to enable the wireless radio and then attempt to connect to the wireless network.

Explanation:

Every more often than not, users may experience wireless connection problems. How they respond to these issues solely depends on various factors. When a user like this has issues connecting to the network, first on the list of proper troubleshooting procedures is to check whether the wireless adapter or the function key that turns the wireless radio connection on is toggled on. Sometimes the most obvious causes are the hardest to see. The user should check this first because it will save him or her lots of troubleshooting time if the switch was simply physically disabled.