5.7 – Given a scenario, troubleshoot common wired and wireless network problems

Question 1

A user complains that the computer is not connecting to the network. Which of
the following should be done first?
 ❍ A. Use ipconfig /all.
 ❍ B. Ping the router.
 ❍ C. Check the patch cable.
 ❍ D. Check the network drivers.

Answer 1

C. Check the super-obvious first. Make sure the computer has a physical cabled
connection to the network. Then attempt things such as ipconfig, ping, and
network driver updates.

Question 2

One computer loses connectivity. All connectors and settings appear to be correct. Which tool should be used to fix the problem?
 ❍ A. Multimeter
 ❍ B. PSU tester
 ❍ C. Loopback plug
 ❍ D. Cable tester

Answer 2

D. Use a patch cable tester to check the patch cable and possibly use a continuity tester to test longer network cable runs. Multimeters are great for testing wires
inside the computer or AC outlets, but they are not used for network troubleshooting. A PSU tester tests power supplies. The loopback plug will verify whether the
local computer’s network adapter is functional.

Question 3

One of your customers no longer has access to a frequently accessed website.
You ping another computer and the router on the network successfully. Which of
the following should be done next?
❍ A. Check the IP configuration.
❍ B. Ping the website.
❍ C. Update the OS.
❍ D. Update the AV software.

Answer 3

B. This is the concept of pinging outward. Start by pinging the localhost, then a
computer, and then the router on the network. Then ping a domain name or website. If you can ping the website but the browser cannot get through, the browser
might have been compromised. If you cannot ping the website, you should check
the IP configuration; the DNS server address might be incorrectly configured.
Updating the OS and AV software should be done right away if you suspect that
the browser has been compromised.

Question 4

A user moves a laptop from one office to another. The patch cable and the network adapter do not appear to be working properly at the new office. The cable is
plugged in correctly and tests okay when checked with a patch tester. Which of
the following should be done first?
❍ A. Check whether the port on the switch is enabled.
❍ B. Update the network adapter driver.
❍ C. Replace the patch cable with a crossover cable.
❍ D. Make sure the network adapter is compatible with the OS.

Answer 4

A. Some routers and switches can disable physical ports (a smart security measure). Check that first. Later, you can check whether the network adapter is compatible with the OS and update it if necessary. Do not replace the cable with a
crossover; those are used to connect one computer to another