Troubleshooting Overview

Question 1

A user is unable to connect to the network. You investigate the problem and determine that the network adapter is defective. You replace the network adapter and verify that it works. What should you do next?

Document the problem and solution.
Create an action plan.
Determine if escalation is necessary.
Identify the results and effects of the solution.

Answer 1

Identify the results and effects of the solution.

Question 2

A user reports that she can't connect to the Internet. After some investigation, you find that the wireless router has been misconfigured. You are responsible for managing and maintaining the wireless access point. What should you do next? 
Fix the problem. 
Create an action plan. 
Document the problem. 
Determine if escalation is needed.

Answer 2

Create an action plan.

Question 3

While working on a Linux server, you are unable to connect to Windows Server 2003 system across the Internet. You are able to ping the default gateway on your own network, so you suspect that the problem lies outside of the local network. Which utility would you use to track the route a packet takes as it crosses the network? 
dig 
ipconfig 
 nslookup 
 ifconfig 
traceroute 
tracert

Answer 3

traceroute

Question 4

A user reports that he can’t connect to a specific Web site. You go to the user’s computer and reproduce the problem. What should you do next?
Identify the affected areas of the network.
Determine if escalation is necessary.
Determine if anything has changed.
Establish the most probable cause

Answer 4

Identify the affected areas of the network.

Question 5

You are a network administrator for your company. A user calls and tells you that after stepping on the network cable in her office, that she can no longer access the network. You go to the office and see that one of the user‘s stiletto heels has broken and exposed some of the wires in the Cat 5 network cable. You make another cable and attach it from the wall plate to the user’s computer. What should you do next in your troubleshooting strategy?

Test the solution.
Establish what has changed.
Document the solution.
Recognize the potential effects of the solution

Answer 5

Test the solution.

Question 6

You are a network administrator for your company. A frantic user calls you one morning exclaiming that nothing is working.“ What should you do next in your troubleshooting strategy?
Recognize the potential effects of the problem.
Identify the affected area.
Establish what has changed.
Establish the symptoms.

Answer 6

Establish the symptoms.

Question 7

A router periodically goes offline. Once it goes offline, you find that a simple reboot puts the router back online. After doing some research you find that the most likely cause of the problem is a bug in the router software. A new patch is available from the manufacturer that is supposed to eliminate the problem. What should you do next?
Identify the affected areas.
Identify possible effects of the solution.
Apply the patch to the router.
Document the problem and the solution.

Answer 7

Identify possible effects of the solution.

Question 8

Users report that the network is down. After some investigation, you determine that a specific router is configured such that a routing loop exists. What should you do next?
Document the problem. 
Fix the problem. 
Determine if escalation is needed. 
Create an action plan.

Answer 8

Determine if escalation is needed.

Question 9

A user reports that she can’t connect to a server on your network. You check the problem and find out that all users are having the same problem. What should you do next?
Identify the affected areas of the network.
Establish the most probable cause.
Create an action plan.
Determine what has changed

Answer 9

Determine what has changed