Lab – Remote Technician – Fix a Security Problem (Instruction) Lab – Remote Technician – Fix a Security Problem

Instructor Note: Red font color or gray highlights indicate text that appears in the Instructor copy only.


You will gather data from the customer to begin the troubleshooting process. You will document the customer’s problem and the possible solution in the work order.

Lab Setup

Answers Note: You must prepare a wireless router for this activity by modifying a MAC address in the MAC address filter table and then saving the incorrect configuration. The instructions for modifying a MAC address in the filter table are below.

  1. Ensure that all computers can connect to the wireless router with basic security and with MAC address filtering configured.
  2. Connect an Ethernet cable from an Ethernet port on the wireless router to the computer which manages the router (known as the management computer for the purposes of this lab).
  3. On the management computer, open a web browser and connect to (or the administration address of your wireless router) and log in. The management interface should display in the browser.
  4. Navigate to the wireless settings to access wireless MAC filter.
  5. Locate in the table the MAC address of the computers you wish to deny access. Remove the MAC address from the filter list for all lab computers. This will prevent the lab computer from connecting to the wireless router.
  6. Save the settings.

Work Order

Student Technician Sheet
Company Name:      Smith Lumber Supply
Contact:                       James Smith
Company Address: 1234 S. Main Street
Company Phone:     801-555-1212

Generating a New Ticket

Category: __Security___ Closure                 Code: ____N/A____                    Status: Open
Type: ____N/A____                Escalated: Yes                               Pending: ____N/A____
Item: ____N/A____                                                    Pending Until Date: ____N/A____
Business Impacting? (Yes / No)   Yes
Summary _Customer cannot use laptop wireless connection at work._
Case ID#: _____102______ Connection Type: __Wireless_
Priority: ___________2 Environment: ____N/A____
User Platform:__Windows 10___

Problem Description:
Customer’s wireless connection does not work in any location at the work place. The customer can use wireless connection at home and other places.

Problem Solution:
The access point is working correctly. The customer’s network login is working correctly. The customer’s wireless card is operating properly. The configuration of the new wireless router must be verified. The MAC address of the customer’s computer is verified with the command “ipconfig /all”. The MAC address filter has incorrect settings for the customer’s computer. The customer’s MAC address has been added to the MAC address filter list on the wireless router and settings saved. The customer can now connect wirelessly.

Student Customer Sheet

Use the contact information and problem description below to report the following information to a level-two technician:

Contact Information

Company Name:      Smith Lumber Supply
Contact:                     James Smith
Company Address:  1234 S. Main Street
Company Phone:     801-555-1212
Category:                   Security

Problem Description

You are unable to use your laptop’s wireless connection while at work. The wireless connection works fine at home and the coffee shop downstairs, but for some reason, it will not connect to the wireless anywhere in the office. Since you are unable to access the wireless connection, you have been using the Ethernet cable connection instead. The cable connection is working fine.

Note: After you have given the problem description, use the Additional Information to answer any follow-up questions your lab partner may ask.

Additional Information

  • Windows 10
  • The wireless client can see the wireless network.
  • My wireless connection worked yesterday at work.
  • I can connect using an Ethernet cable.
  • My wireless account is in good standing.
  • Wireless connection works for other employees.
  • I have not made any changes to my wireless security settings.
  • A new wireless router was installed on the network yesterday.
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