A user experiences access and performance issues with the Internet connection from a home computer. The Internet connection is provided through a DSL line. The user calls the support line of the phone company for help. The support technician asks the user to connect the computer directly to the DSL modem. Which two pieces of information will help the technician to troubleshoot the problem? (Choose two.)

A user experiences access and performance issues with the Internet connection from a home computer. The Internet connection is provided through a DSL line. The user calls the support line of the phone company for help. The support technician asks the user to connect the computer directly to the DSL modem. Which two pieces of information will help the technician to troubleshoot the problem? (Choose two.)

  • when the problem started
  • the model and vendor of the computer
  • the IP address of the computer
  • the MAC address of the Ethernet NIC on the computer
  • the number of times that the ping command was issued
    Answers Explanation & Hints:

    The timeline and the IP address will help the technician to troubleshoot and test to verify the problem. The timeline can be used to check the operation status of the DSL equipment in the phone company. The IP address can be used to verify if the DHCP is functional from the phone company. The MAC address of the Ethernet NIC is irrelevant because the connection is not an Ethernet connection. The technician should not assume that a client is technically savvy. If the ping command is necessary, the technician should instruct the client on how to issue the ping command.

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