Ann, a user, calls the help desk regarding an issue on her laptop.
While working remotely, she appears to be connecting to WiFi but is unable to retrieve her corporate email.
The wireless name is listed as 'ConnectMe' and appears as unsecure.
Which of the following should the help desk perform to fix the issue?
Click on the arrows to vote for the correct answer
A. B. C. D.B.
Based on the information provided, Ann is experiencing difficulty retrieving her corporate email while connected to an unsecured wireless network with the name ConnectMe. To resolve the issue, the help desk should perform the following steps:
B. Ask Ann to open a browser and watch for a redirect page: This step is important because it will determine if Ann is being redirected to a captive portal or not. A captive portal is a web page that requires users to complete a specific action before accessing the internet. If the user is not redirected to a captive portal, then they may not be able to access certain websites, such as corporate email servers. Instructing Ann to open a browser and watch for a redirect page will help to determine if this is the issue.
C. Advise Ann to plug an Ethernet cable into her laptop: This step is recommended if Ann is unable to connect to the corporate email server or any other website while connected to the wireless network. Connecting her laptop directly to the network via an Ethernet cable will ensure that she has a stable and secure connection to the internet. This will also help to eliminate any potential issues with the wireless network.
A. Remote into Ann's system and restart the wireless adapter: This step may be necessary if the wireless adapter on Ann's laptop is malfunctioning or experiencing connectivity issues. However, it is not the first step to be taken as it could result in a loss of connection if Ann is not properly informed of the restart process.
D. Direct Ann to run an antivirus program on her laptop: While running an antivirus program is generally a good practice for overall security, it is not directly related to the issue Ann is experiencing. If Ann's laptop is infected with malware or viruses, it could cause connectivity issues, but this would not necessarily be the cause of the issue.
Therefore, option B is the correct answer, followed by option C if the issue persists.