Section 5.1

Question 1

What are the 7-steps to the troubleshooting methodology?

Answer 1

1. Identify the problem
2. Establish a theory
3. Test the theory and evaluate results
4. Establish a plan of action
5. Implement the plan
6. Verify full system functionality
7. Document findings

Question 2

While troubleshooting, how do you identify the problem? What step is this in the troubleshooting methodology?

Answer 2

by gathering as much information as possible. find out what the symptoms are, ask the user, find out if anything changed, and if the problem can be reproduced. This is Step 1 in the troubleshooting methodology.

Question 3

While troubleshooting, how do you establish a theory? What step is this in the troubleshooting methodology?

Answer 3

Step 2
Question the obvious
Make a list of potential solutions
Work your way through the OSI layers

Question 4

While troubleshooting, how do you test the theory and evaluate results? What step is this in the troubleshooting methodology?

Answer 4

Step 3
Try the fix to see if it works
If not, try next theory
Escalate as needed

Question 5

While troubleshooting, how do you establish a plan of action? What step is this in the troubleshooting methodology?

Answer 5

Step 4, by creating a plan that causes minimum impact to the business’s uptime and by creating backup plans.

Question 6

While troubleshooting, how do you implement the plan? What step is this in the troubleshooting methodology?

Answer 6

Step 5
Fix during the change control window
Escalate as needed

Question 7

While troubleshooting, how do you verify full system functionality? What step is this in the troubleshooting methodology?

Answer 7

Step 6
Check with user
Implement preventative measures

Question 8

While troubleshooting, how do you document findings, and why? What step is this in the troubleshooting methodology?

Answer 8

by creating documentation and adding it to the knowledge base for future reference. this will help to resolve the issue faster next time. This is Step 7 of the troubleshooting methodology.

Question 9

What is the maximum segment distance of a copper twisted-pair cable?

Answer 9

100 meters

Question 10

How would you extend the distance of a twisted-pair copper wire cable?

Answer 10

With a repeater, a hub or a switch.

Question 11

What causes Jitter?

Answer 11

Inconsistent data flow
Caused by:
network congestion
route changes
timing drift.

Question 12

How can you tell that there are collisions occurring on network devices?

Answer 12

a blinking amber light on the port

Question 13

What is CSMA/CD and why were they useful?

Answer 13

Carrier Sense Multiple Access/Collision Detection. CSMA listens to the wire to see if it’s in use before transmitting data. CD detects collisions and waits a period of time before attempting to transmit again.