A technician calls the help desk with the following situation. “I added a new PC to my LAN. I can ping other devices on my LAN but not any remote devices.” What advice should the help desk agent give to the caller?

For a technician who has added a new PC to a Local Area Network (LAN) and is able to ping devices within the LAN but not remote devices, the most relevant and effective advice would be:

Check the IP address configuration on the new PC, because the default gateway may be incorrect. This is the most appropriate suggestion for the described issue. The inability to reach remote devices while being able to communicate within the LAN often points to an issue with the default gateway setting. The default gateway is essential for directing traffic from the LAN to external networks (like the internet). The technician should verify that the IP address, subnet mask, and default gateway are correctly configured on the new PC. These settings should be consistent with those of other devices on the network that can successfully connect to external networks.

The other suggestions provided are not relevant to the described networking issue:

• Set the file permissions to read and execute: This advice does not apply to network connectivity problems. File permissions are related to the security and accessibility of files on the system and do not influence the ability to connect to remote networks.
• If using Windows, set the idle timeout and screen lock: These settings pertain to security and power management of the system and have no impact on network connectivity or configuration.
• Create a virtual machine with an OS that supports the application: Creating a virtual machine is unrelated to resolving a network connectivity issue on a physical machine. This would not address the problem of being unable to ping remote devices.

If the default gateway setting is correct and the issue persists, the technician might also want to:

• Check DNS Settings: Ensure that DNS settings are configured correctly. Incorrect DNS settings can prevent access to remote networks.
• Review Firewall or Security Software: Confirm that no firewall settings or security software is blocking outbound connections.
• Use Network Diagnostics Tools: Employ network diagnostics tools to further investigate the issue, which could include checking for any routing issues or misconfigurations beyond the local network.
• Restart Network Devices: Sometimes, restarting network devices like routers or modems can resolve connectivity issues.
• Consult Network Documentation or Administrator: If the technician is part of a larger organization, consulting available network documentation or a network administrator might provide insights into specific configurations or restrictions that could be impacting connectivity.