Network Troubleshooting and Tools (1)

Question 1

Which of the following troubleshooting steps involves prioritizing trouble tickets based on the severity of the problem?

Identify the problem

Establish a theory of probable cause

Test the theory to determine cause

Answer 1

Identify the problem

The first step in troubleshooting is to identify the problem by establishing symptoms related to the network issue being reported. In this step, problems are typically reported as trouble tickets, which are prioritized based on the severity of the problem. You complete the other steps after the trouble ticket has been prioritized and is being investigated

Question 2

Which of the following is considered a system-wide error?

A problem with an order entry or customer service call center resource

A problem with a router that affects only one local area network (LAN)

A fatal error that causes a single computer to fail

Answer 2

A fatal error that causes a single computer to fail

A system-wide error is a problem that renders an individual user’s system (computer) completely unusable. All the other problems listed would affect more than one system or user

Question 3

Which of the following is a network-wide problem?

A problem with an order entry or customer service call center resource

A fatal error that causes a single computer to fail

A problem with a router that connects an entire network to the Internet

Answer 3

A problem with a router that connects an entire network to the Internet

Any problem that affects all the users on the network is a network-wide problem and should be given the highest priority. An example of this would be a problem with an Internet router. All other problems listed do not affect the entire network

Question 4

A user reports that she can’t connect to a server on her network. Ed wants to identify the scope of the problem, so he tries to reproduce the problem on the user’s computer. The problem still remains. No other users are reporting this problem. What is the next logical step that Ed should perform to identify the affected area?

Verify that the local router is forwarding traffic

Try performing the same task on a computer attached to the same segment

Verify that the server is configured properly

Answer 4

Try performing the same task on a computer attached to the same segment

In this scenario only one user is reporting a problem. Therefore, the likeliest next step is to perform the same task on another computer attached to the same segment. If Ed can perform the task successfully, the problem most likely lies within the user’s computer or the connection to the switch. Since no other users are reporting the same problem, the server and switches on the network are probably up and functioning. Checking the router isn’t necessary since the user and server are on the same network

Question 5

Which of the following troubleshooting steps involves asking the user preliminary questions such as, “What were you doing when the problem occurred?”

Identify the problem

Establish a theory of probable cause

Test the theory to determine cause

Answer 5

Identify the problem

The first step in troubleshooting is to identify the problem by establishing symptoms related to the network problem being reported. In this step you ask the user many questions to identify and define the symptoms of the problem and prioritize the trouble ticket. Although you might continue to ask the user questions throughout the troubleshooting process, this is typically associated with the first step of the troubleshooting process

Question 6

When troubleshooting, you begin by taking steps to identify the problem. After you do this, which of the following steps should you perform next?

Implement the solution

Establish a plan of action

Establish a theory of probable cause

Answer 6

Establish a theory of probable cause

After identifying the problem, the next step is to establish a theory for the probable cause of the problem. After that, you can test your theory, establish a plan of action, implement a solution, verify the functionality of the system, and document the entire process

Question 7

In which troubleshooting step do you try to duplicate a network problem to “divide and conquer” by logically and methodically eliminate elements that aren’t the source of the problem?

Identify the problem

Establish a theory of probable cause

Test the theory to determine cause

Answer 7

Establish a theory of probable cause

The second step in troubleshooting is to attempt to duplicate a problem and develop a theory of its probable cause. As you troubleshoot a problem, you then test your theory to confirm your findings. You complete the other troubleshooting steps after the specific cause has been identified

Question 8

You have a problem with a server or other network component that prevents many users from working. What type of problem is this?

A network-wide problem

A shared resource problem

A system-wide problem

Answer 8

A shared resource problem

If a problem lies within a specific server or other network component that prevents many users from working, it is a shared resource problem. A problem that lies within resources that provide services to the entire network is a network-wide problem. System-wide problems put a specific computer out of commission, preventing a user from getting any work done. An application problem is a problem that affects only a single user’s access to a device or application

Question 9

A single Windows user suddenly can’t connect to any hosts on the network (local or remote). Alice interviews the user and finds out that he made some changes to his computer’s Internet Protocol (IP) configuration properties. What should she do next?

Run the ipconfig command to view the local configuration

Check the Domain Name System (DNS) server to see if it is resolving IP hostnames

Check the Windows Internet Name Service (WINS) server to see if it is resolving Network Basic Input/Output System (NetBIOS) names

Answer 9

Run the ipconfig command to view the local configuration

Since only one user is reporting the problem and he had admitted to making changes to his IP configuration, Alice should probably start by checking the configuration using the ipconfig command. If the router, DNS server, or WINS server were causing the problem, more than one user would be experiencing the problem

Question 10

Alice has a network with a Domain Name System (DNS) server, a proxy server, and an Internet router. A user is complaining that she suddenly can’t connect to hosts on her own local area network (LAN) and other internal LANs, and she can’t access hosts on the Internet. What is the likeliest problem?

The user’s local configuration

The proxy server

The DNS server

Answer 10

The user’s local configuration

Since only one user is reporting the problem, the user’s computer and its configuration are the likeliest suspect components. A DNS, proxy, or router problem would affect more than one user

Question 11

Alice is working the help desk when a user calls and reports that she is unable to connect to the Internet. Which of the following steps is the one Alice is least likely to perform first when troubleshooting the problem?

Check the configuration of the router connecting the LAN to the Internet.

Ask the user if she can access resources on the local network.

Check to see if anyone else is experiencing the same problem.

Answer 11

Check the configuration of the router connecting the LAN to the Internet.

There are many possible causes for the problem that are more likely than a router configuration error, so this is not something Alice would check first. Asking if the user can access the local network attempts to isolate the problem. If she cannot, the problem could be in her computer; if she can, then the problem lies somewhere in the Internet access infrastructure. If other users are experiencing the problem, then the issue should receive a higher priority, and Alice knows that the problem does not lie in the user’s computer. While it might not be the first thing she checks, it is a political reality that higher ranking users get preferential treatment

Question 12

In the standard troubleshooting methodology, which of the following steps appears last but must actually be practiced throughout the troubleshooting process?

Test the theory to determine cause

Document findings, actions, and outcomes

Verify full system functionality and, if applicable, implement preventive measures

Answer 12

Document findings, actions, and outcomes

Documenting everything you discover and everything you do is a crucial part of the troubleshooting method that must begin before you take any other action whatsoever. However, it appears as the last step in the troubleshooting methodology

Question 13

In which troubleshooting step is a trouble ticket created?

Establish a theory of probable cause

Test the theory to determine cause

Identify the problem

Answer 13

Identify the problem

The first step in troubleshooting involves identifying the problem and creating a trouble ticket. You complete the other troubleshooting steps after the trouble ticket has been prioritized

Question 14

Which step of the troubleshooting model involves identifying whether hardware or software has been recently installed or reconfigured?

Identify symptoms

Establish a theory of probable cause

Determine if anything has changed.

Answer 14

Determine if anything has changed.

During the troubleshooting process, you must establish whether anything has changed. This typically involves asking the user whether any new or existing hardware or software has been installed or reconfigured

Question 15

Which step of the troubleshooting model involves replacing components until a faulty hardware device is identified?

Duplicate the problem

Gather information

Test the theory to determine the cause

Establish a plan of action to resolve the problem

Verify full system functionality

Document findings, actions, and outcomes

Answer 15

Test the theory to determine the cause

After you have established a theory of probable cause, you can try to test the theory by replacing hardware components one by one until you find the faulty device

Question 16

Which of the following are not general troubleshooting steps? (Choose all correct answers.)

Identify the problem

Establish a theory of probable cause

Test the theory to determine cause

Verify that the client’s Internet Protocol (IP) configuration is correct

Establish a plan of action to resolve the problem and identify potential effects

Verify that the router is forwarding.

Implement the solution or escalate as necessary

Verify full system functionality and, if applicable, implement preventive measures

Document findings, actions, and outcomes

Answer 16

Verify that the client’s Internet Protocol (IP) configuration is correct

Verify that the router is forwarding.

Verifying that a router is functioning and forwarding traffic and verifying that a client’s IP configuration is correct are not considered general troubleshooting steps. You might perform these two steps as a subset of general troubleshooting steps

Question 17

Which of the following are reasons for documenting a network problem or incident? (Choose all correct answers.)

Documentation makes it easier to escalate calls to senior technicians.

Documentation makes it easier to prioritize administrative tasks.

Documentation makes it easier to prioritize each help call.

Documentation makes it easier to escalate calls to first-tier technicians.

Answer 17

Documentation makes it easier to escalate calls to senior technicians.

Documentation makes it easier to prioritize each help call.

When a network problem or incident is reported, documentation begins. Proper documentation makes it easier for a first-tier support technician to prioritize and to escalate the call to senior technicians, if necessary

Question 18

Which of the following statements about prioritizing help calls are true? (Choose all correct answers.)

Individual desktop problems take precedence over problems with shared resources.

Problems with shared resources take precedence over individual desktop problems.

Departmental problems take precedence over network-wide problems.

Network-wide problems take precedence over departmental problems.

Answer 18

Problems with shared resources take precedence over individual desktop problems.

Network-wide problems take precedence over departmental problems.

When establishing priorities, network-wide problems take precedence over departmental problems, and problems with shared resources take precedence over individual desktop problems

Question 19

Which of the following statements about multitiered technical support organizations are true? (Choose all correct answers.)

Help calls are always escalated to second-tier technicians when they involve mission-critical network components such as routers.

First-tier technicians generally handle desktop problems.

Second-tier technicians are generally less experienced than first-tier technicians.

First-tier technicians are generally less experienced than second-tier technicians.

Answer 19

Help calls are always escalated to second-tier technicians when they involve mission-critical network components such as routers.

First-tier technicians generally handle desktop problems.

First-tier technicians are generally less experienced than second-tier technicians.

First-tier technicians are generally less experienced than second-tier technicians. First-tier technicians are the first point of contact for users. They receive and prioritize help desk calls and escalate problems to second-tier technicians, if necessary. First-tier technicians generally handle individual desktop problems, whereas second-tier technicians troubleshoot mission-critical network components such as routers and switches

Question 20

Ed is a first-tier support technician. He receives the help calls listed here. His job is to assign them priorities based on their severity. Which of the following should be the problem that receives the highest priority?

A problem with an order entry or customer service call center resource that affects an entire department, with multiple local area networks (LANs)

A fatal error that causes a single computer to fail

A problem with a mission-critical backbone router that affects an entire network

Answer 20

A problem with a mission-critical backbone router that affects an entire network

A problem that affects the entire network should be given highest priority. This includes a mission-critical backbone router. Problems that affect multiple LANs or an entire department are generally given the next highest priority. An application problem that affects a shared application server on a LAN should be given the next highest priority. A problem with a single user’s computer should be given the lowest priority if the other problems have been reported

Question 21

Ed is a first-tier support technician. He receives the help calls listed here. His job is to assign them priorities based on their severity. Which of the following should be the problem that receives the lowest priority?

A problem with an order entry or customer service call center resource that affects an entire department, with multiple local area networks (LANs)

A fatal error that causes a single computer to fail

A problem with a mission-critical backbone router that affects an entire network

Answer 21

A fatal error that causes a single computer to fail

A problem that affects the entire network should be given highest priority. This includes a mission-critical backbone router. Problems that affect multiple LANs or an entire department are generally given the next highest priority. An application problem that affects a shared application server on a LAN should be given the next highest priority. A problem with a single user’s computer should be given the lowest priority if the other problems have been reported

Question 22

When you troubleshoot a network problem, it is possible to introduce another problem while attempting to fix the original one. In which step of the troubleshooting process should you be aware of the residual effects that changes might have on the network?

Identify the problem

Establish a theory of probable cause

Test the theory to determine cause

Establish a plan of action to resolve the problem

Implement the solution or escalate as necessary

Verify full system functionality

Document findings, actions, and outcomes

Answer 22

Establish a plan of action to resolve the problem

After you identify a problem and establish and test a theory of its probable cause, you must create a plan of action to resolve the problem and identify any potential effects (positive or negative) your solution might have. Then, you implement your solution, test the results, and finish documenting the incident

Question 23

In which troubleshooting step do you create a record of your activities and inform the user of what happened and why?

Identify the problem

Establish a theory of probable cause

Test the theory to determine cause

Establish a plan of action to resolve the problem and identify potential effects

Implement the solution or escalate as necessary

Verify full system functionality and, if applicable, implement preventive measures

Document findings, actions, and outcomes

Answer 23

Document findings, actions, and outcomes

The last step of the troubleshooting process is to document the solution and explain to the user what happened and why. In reality, documentation should begin when the problem is reported, and the documentation should be updated throughout the troubleshooting process

Question 24

Ralph is attempting to access a Domain Name System (DNS) server located on the other side of a router, but his attempt fails with an error stating that the destination port UDP 53 is unreachable. His first step in troubleshooting the problem is to try using the Nslookup utility to access that specific DNS server. This too fails. Next, he uses the ping utility with the DNS server’s IP address. The ping test is successful, indicating that the server is up and running. Which of the following are possible causes of the problem? (Choose all correct answers.)

The router connecting the networks is not running DNS and will not forward this type of datagram.

The DNS process on the remote server is not running.

The TCP/IP host configuration on your computer is improperly configured.

The TCP/IP host configuration on the DNS server computer is improperly configured.

There is a firewall blocking the DNS server’s UTP 53 port.

Answer 24

The DNS process on the remote server is not running.

There is a firewall blocking the DNS server’s UTP 53 port.

One possible cause of the problem is that the DNS process on the remote server is corrupted or not running. Another possible cause is that there is a firewall blocking access to the server’s UTP port 53. Both of these would render the port unreachable. The TCP/IP client on the server is operating, as verified by the ping utility. This means that the IP host configurations on Ralph’s computer and on the DNS server are both functioning. The router does not need to be running DNS to forward datagrams

Question 25

Which of the following application layer protocols includes a program that enables a user to log on to a network device and execute commands on the remote system using a command-line interface? (Choose all correct answers.)

Telnet

File Transfer Protocol (FTP)

Simple Network Management Protocol (SNMP)

Domain Name System (DNS)

Nslookup

Answer 25

Telnet

File Transfer Protocol (FTP)

Both Telnet and FTP are protocols that include command-line client applications, with Telnet providing terminal emulation and FTP file transfer functionality. SNMP and DNS are both application layer protocols, but neither one includes a program. nslookup has a command-line interface but it executes commands on the local system, not a remote one