Chapter 13 review questions

Question 1

Which of the following symptoms possibly point to a faulty switch port?
a. A group of users consistently experiences delays on the network only at 8:00 a.m.
on weekdays.
b. A user can save files to a network drive, but receives errors when trying to save files
on his hard disk.
c. Twelve users in one department complain that they cannot log on to the network.
d. A user can send e-mail but can’t receive it.

Answer 1

c. Twelve users in one department complain that they cannot log on to the network.

Question 2

You are helping a user who cannot connect to the Internet from her wireless
workstation on your company’s LAN. After determining that she is the only user having
this problem, and that she is not causing the problem, what should you check next?
a. Her workstation’s wireless connection configuration
b. The cabling between her department’s switch and the LAN backbone
c. Her workgroup’s access point
d. Her segment’s router interface

Answer 2

a. Her workstation’s wireless connection configuration

Question 3

While working at the help desk, you take a call from a user who cannot log on to the
network. After verifying that this user is the only person affected, you ask for his
username and password and try replicating the problem. You successfully log on to the
network with his username and password from your help desk workstation. Which of
the following causes can then you rule out?
a. User error
b. Faulty cabling between the user’s workstation and the wall jack
c. Improper protocol configuration on his workstation
d. None of the above

Answer 3

d. None of the above

Question 4

As a help desk analyst, or first-level support technician, which of the following calls are
you most likely to escalate to second-level support personnel?

a. A user from the Accounting Department complains that she can’t log on to the
company’s file server.

b. A user from the Research Department complains that for the last five hours he has
not been able to send or receive e-mail from his smartphone.

c. A manager in the Sales Department complains that none of her 112 salespeople
across the country can connect to the company’s VPN.

d. A manager in the Human Resources Department complains that all the document
templates he saved to the file server appear to be missing.

Answer 4

c. A manager in the Sales Department complains that none of her 112 sales people across the country can connect to the company’s VPN.

Question 5

To help you identify the area affected by a problem, which of the following questions
might provide the answers you need?
a. When did the problem first occur?
b. How frequently does the problem occur?
c. How many users have similar symptoms?
d. Does the problem occur at the same time every day

Answer 5

c. How many users have similar symptoms?

Question 6

You have recently resolved a problem in which a user could not print to a particular
shared printer by upgrading her workstation’s client software. Which of the following
might be an unintended consequence of your solution?
a. The user complains that word-processing files on her hard disk take longer to open.
b. The user is no longer able to log on to the network.
c. The shared printer no longer allows users to print double-sided documents.
d. The shared printer no longer responds to form-feed commands from the print
server.

Answer 6

b. The user is no longer able to log on to the network.

Question 7

You are troubleshooting a problem that you suspect is caused by an Internet gateway
failure. Assuming your organization relies on only one Internet gateway, which of the
following symptoms would lead you to focus on that gateway as the source of the
problem?
a. All users on a network are unable to retrieve e-mail.
b. Workstations on one segment are experiencing slow response when using collaboration software on the LAN.
c. Some users on a segment are receiving errors when they attempt to print to any
printer.
d. Some workstations on a segment cannot run the same application from the
file server.

Answer 7

a. All users on a network are unable to retrieve e-mail.

Question 8

Which of the following is an example of a network change that could cause only one
group of workstations out of the dozen workgroups in your organization to lose
connectivity to a local file server?
a. The organization changes its main Internet connection from one carrier to another.
b. The configuration on a switch in the telecommunications closet is upgraded.
c. The organization upgrades its backbone to 1-Gigabit Ethernet.
d. A new backup device is installed and attached to the main file server.

Answer 8

b. The configuration on a switch in the telecommunications closet is upgraded.

Question 9

Which of the following tools could you use to determine whether a user’s workstation is
transmitting packets in the proper Ethernet frame type for your network?
a. Protocol analyzer
b. Continuity tester
c. Multimeter
d. Tone generator and tone locator

Answer 9

a. Protocol analyzer

Question 10

Suppose a user on your organization’s network has changed the subnet mask value in
his network interface’s TCP/IP properties. Which of the following symptoms might he
report when he calls the help desk?
a. He cannot connect to the Internet.
b. He cannot print to a shared printer on the network.
c. He cannot save a document to the network’s file server.
d. All of the above

Answer 10

d. All of the above

Question 11

Suppose a client’s NIC was set to transmit data in half-duplex mode, while the switch
port to which it was attached was configured for full-duplex mode. Which of the
following are likely symptoms of this problem?
a. Excessive normal collisions
b. Giants
c. Excessive late collisions
d. Cross talk

Answer 11

c. Excessive late collisions

Question 12

Which of the following tools would you use to verify that your new cable meets Cat 6a
standards?
a. Continuity tester
b. Protocol analyzer
c. Network monitor
d. Tone generator and tone locator

Answer 12

a. Continuity tester

Question 13

What function of a wireless network testing tool measures the amount of interference on
a certain channel within a frequency band?
a. Network monitor
b. Spectrum analyzer
c. Site selector
d. Protocol analyzer

Answer 13

b. Spectrum analyzer

Question 14

You are troubleshooting a connectivity problem that you believe is related to a faulty
cable between a switch and a punch-down block. However, in the disorganized
telecommunications closet, it seems impossible to determine which cable belongs to the
switch by simply looking at the punch-down block. You decide to use a tone generator
and locator to find the cable. Where will you issue the tone?
a. At the punch-down block, near where you think the switch’s cable might be
b. At the end of the cable connected to the switch’s management port
c. At the end of the cable that connects the workgroup punch-down block with the
entrance facility punch-down block
d. At the end of the cable connected to the switch’s uplink port

Answer 14

d. At the end of the cable connected to the switch’s uplink port

Question 15

Which of the following frequently results in negative frame sequence checks?
a. Noise
b. Excessive nodes on a segment
c. Excessive segment length
d. Improper flow control

Answer 15

a. Noise

Question 16

You have been asked to help solve a problem that suddenly appeared on your
company’s network. All data transmission has slowed to a crawl. You suspect a
DOS attack or a broadcast storm. Which of the following tools would help you
determine the source of either of these problems?
a. OTDR
b. Cable continuity tester
c. Butt set
d. Protocol analyzer

Answer 16

d. Protocol analyzer

Question 17

You are using your wireless LAN connection to copy documents to a shared folder on
your company’s file server, when suddenly the connection stalls out. You check your
wireless connection status, which indicates that you are still associated with your AP.
Next, you run a protocol analyzer program on your workstation, which indicates an
excessive number of lost or dropped packets between your workstation and the AP.
Which of the following causes could be at fault?

a. Another user is attempting to log on under your username.
b. The access point has lost power.
c. A source of excessive EMI has been introduced.
d. Another AP has been added to the network.

Answer 17

c. A source of excessive EMI has been introduced.

Question 18

You are troubleshooting a fiber-optic connection on your 1-Gigabit LAN backbone.
You suspect one of your fiber cross-connects is dirty, resulting in poor performance over
the backbone. What tool will help you determine the location of the dirty cross-connect?
a. Multimeter
b. Sniffer
c. Network monitor
d. OTDR

Answer 18

d. OTDR

Question 19

You have decided to take a break from your position at a telephone company’s help
desk and accompany a field technician to learn how to troubleshoot local loops. Which
of the following tools will help you verify that a line is receiving dial tone from the
CO (central office)?
a. OTDR
b. Butt set
c. Sniffer
d. TDR

Answer 19

b. Butt set

Question 20

After your Internet service provider makes some changes in the way they connect to
their network service provider, your organization’s connection to a customer’s Web site
becomes noticeably slower. Which of the following troubleshooting tools helps you
identify the number of hops between your office and the customer’s Web site?
a. netstat
b. dig
c. ping
d. traceroute

Answer 20

d. traceroute