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

by questioning the obvious and making a list of possible solutions to the problem. work your way through the OSI model from bottom to top or vice versa. This is Step 2 in the troubleshooting methodology.

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, by trying the fix to see if it works. if it doesn’t, try the next theory. escalate if necessary.

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

by trying the fix during the change control window. escalate if additional help is needed. This is Step 5 in the troubleshooting methodology.

Question 7

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

Answer 7

by checking with the user/customer to see if the problem has been fixed. implement preventative measures if possible. This is Step 6 of the troubleshooting methodology.

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 is Jitter and why does it happen?

Answer 11

when the data flow is not consistent. it can happen when there is network congestion, route changes, or 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.