A user reports that when the corporate web page URL is entered on a web browser, an error message indicates that the page cannot be displayed. The help-desk technician asks the user to enter the IP address of the web server to see if the page can be displayed. Which troubleshooting method is being used by the technician?

IT Exam Items Repository › Category: CCNA › A user reports that when the corporate web page URL is entered on a web browser, an error message indicates that the page cannot be displayed. The help-desk technician asks the user to enter the IP address of the web server to see if the page can be displayed. Which troubleshooting method is being used by the technician?

top-down
bottom-up
divide-and-conquer
substitution

Explanation: The technician is using the divide-and-conquer method by making an informed guess based on symptoms to select a specific layer to start the investigation. By asking the user to enter the IP address instead of the URL, the technician is attempting to determine if the issue is a name resolution (DNS) problem or a connectivity issue at a lower layer. If the web page displays using the IP address, the technician has successfully "divided" the problem and knows the layers below the Application layer are functioning correctly.

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