Network Troubleshooting and Tools (5.0) study
set
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
Establish a plan of action to resolve the problem and identify potential effects
Implement the solution or escalate as necessary
0
Verify full system functionality and, if applicable, implement preventive measures
Document findings, actions, and outcomes - ✔✔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
0
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.
Which of the following is considered a system-wide error?
1
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
A problem with an email server that affects all network users - ✔✔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.
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 an application server that affects a single local area network (LAN)
A problem with a router that connects an entire network to the Internet - ✔✔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.
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
0
the affected area?
Verify that the local router is forwarding traffic
Try performing the same task on a computer attached to the same segment
0
Verify that the server is configured properly
Verify that the switch the client is connected to is functioning - ✔✔Try performing the same task on a
1
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.
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
Verify full system functionality - ✔✔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.
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
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 preventative measures - ✔✔Establish a
theory of probable cause
You have a problem with a server or other network component that prevents many users from
working. What type of problem is this?
0
A network-wide problem
A shared resource problem
A system-wide problem
A user application problem - ✔✔A shared resource problem
0
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
1
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.
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
Verify that the router is functioning - ✔✔Run the ipconfig command to view the local configuration
, If the router, DNS server, or WINS server were causing the problem, more than one user would be
experiencing the problem.
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
0
The router - ✔✔The user's local configuration
A DNS, proxy, or router problem would affect more than one user.
Alice is working the help desk when a user calls and reports that she is unable to connect to the
0
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.
1
Ask the user if she can access resources on the local network.
Check to see if anyone else is experiencing the same problem.
Check the user's job title to see if she is an important person in the company. - ✔✔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.
In the standard troubleshooting methodology, which of the following steps appears last but must
actually be practiced throughout the troubleshooting process?
set
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
Establish a plan of action to resolve the problem and identify potential effects
Implement the solution or escalate as necessary
0
Verify full system functionality and, if applicable, implement preventive measures
Document findings, actions, and outcomes - ✔✔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
0
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.
Which of the following is considered a system-wide error?
1
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
A problem with an email server that affects all network users - ✔✔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.
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 an application server that affects a single local area network (LAN)
A problem with a router that connects an entire network to the Internet - ✔✔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.
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
0
the affected area?
Verify that the local router is forwarding traffic
Try performing the same task on a computer attached to the same segment
0
Verify that the server is configured properly
Verify that the switch the client is connected to is functioning - ✔✔Try performing the same task on a
1
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.
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
Verify full system functionality - ✔✔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.
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
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 preventative measures - ✔✔Establish a
theory of probable cause
You have a problem with a server or other network component that prevents many users from
working. What type of problem is this?
0
A network-wide problem
A shared resource problem
A system-wide problem
A user application problem - ✔✔A shared resource problem
0
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
1
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.
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
Verify that the router is functioning - ✔✔Run the ipconfig command to view the local configuration
, If the router, DNS server, or WINS server were causing the problem, more than one user would be
experiencing the problem.
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
0
The router - ✔✔The user's local configuration
A DNS, proxy, or router problem would affect more than one user.
Alice is working the help desk when a user calls and reports that she is unable to connect to the
0
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.
1
Ask the user if she can access resources on the local network.
Check to see if anyone else is experiencing the same problem.
Check the user's job title to see if she is an important person in the company. - ✔✔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.
In the standard troubleshooting methodology, which of the following steps appears last but must
actually be practiced throughout the troubleshooting process?
