N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
1. Which of the following troubleshoot- A. The first step in troubleshooting is to identify
ing steps involves prioritizing trouble the problem by establishing symptoms related to
tickets based on the network issue being reported. In this step,
the severity of the problem? problems are typically reported as trouble tickets,
A. Identify symptoms of the problem which are prioritized based on the severity of the
B. Establish a theory of probable problem. You complete the other steps after the
cause trouble ticket has been prioritized and is being
C. Test the theory to determine cause investigated
D. Establish a plan of action to resolve
the problem and identify potential ef-
fects
E. Implement the solution or escalate
as necessary
F. Verify full system functionality and,
if applicable, implement preventive
measures
G. Document findings, actions, and
outcomes
2. Which of the following is considered a C. A systemwide error is a problem that renders
systemwide error? an individual user's system (computer) complete-
A. A problem with an order entry or ly unusable. All the other problems listed would
customer service call center resource affect more than one system or user
B. A problem with a router that affects
only one Local Area Network (LAN)
C. A fatal error that causes a single
computer to fail
D. A problem with an email server that
affects all network users
3. Which of the following is a network- D. Any problem that affects all the users on the
wide problem? network is a networkwide problem and should
, N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
A. A problem with an order entry or be given the highest priority. An example of this
customer service call center resource would be a problem with an Internet router. All
B. A fatal error that causes a single other problems listed do not affect the entire net-
computer to fail work.
C. A problem with an application serv-
er that affects a single Local Area Net-
work (LAN)
D. A problem with a router that con-
nects an entire network to the Internet
4. A user reports that she cannot connect B. In this scenario, only one user is reporting a
to a server on her network. Ed wants to problem. Therefore, the likeliest next step is to
identify the scope of the problem, so perform the same task on another computer at-
he tries to reproduce the problem on tached to the same segment. If Ed can perform
the user's computer. The problem still the task successfully, the problem most likely lies
remains. No other users are reporting within the user's computer or the connection to
this problem. What is the next logical the switch. Since no other users are reporting the
step that Ed should perform to identify same problem, the server and switches on the
the affected area? network are probably up and functioning. Check-
A. Verify that the local router is for- ing the router is not necessary since the user and
warding traffic. server are on the same network.
B. Try performing the same task on an-
other computer attached to the same
segment.
C. Verify that the server is configured
properly.
D. Verify that the switch the client is
connected to is functioning.
5. Which of the following troubleshoot- A. The first step in troubleshooting is to identify
ing steps involves asking the user the problem by establishing symptoms related
preliminary questions such as, "What to the network problem being reported. In this
, N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
were you doing when the problem oc- step, you ask the user many questions to identify
curred?" and define the symptoms of the problem and
A. Identify the problem prioritize the trouble ticket. Although you might
B. Establish a theory of probable continue to ask the user questions throughout
cause the troubleshooting process, this is typically as-
C. Test the theory to determine cause sociated with the first step of the troubleshooting
D. Establish a plan of action to resolve process.
the problem and identify potential ef-
fects
E. Implement the solution or escalate
as necessary
F. Verify full system functionality and,
if applicable, implement preventative
measures
G. Document findings, actions, and
outcomes
6. When troubleshooting, you begin by C. After identifying the problem, the next step is
taking steps to identify the problem. to establish a theory for the probable cause of
After you do this, which of the follow- the problem. After that, you can test your theory,
ing steps should you perform next? establish a plan of action, implement a solution,
A. Implement the solution verify the functionality of the system, and docu-
B. Establish a plan of action ment the entire process.
C. Establish a theory of probable
cause
D. Verify full system functionality
7. In which troubleshooting step do you B. The second step in troubleshooting is to at-
try to duplicate a network problem to tempt to duplicate a problem and develop a the-
logically and methodically eliminate el- ory of its probable cause. As you troubleshoot
ements that are not the source of the a problem, you then test your theory to con-
problem? firm your findings. You complete the other trou-
, N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
A. Identify the problem. bleshooting steps after the specific cause has
B. Establish a theory of probable been identified
cause.
C. Test the theory to determine cause.
D. Establish a plan of action to resolve
the problem and identify potential ef-
fects.
E. Implement the solution or escalate
as necessary.
F. Verify full system functionality and,
if applicable, implement preventative
measures.
G. Document findings, actions, and
outcomes.
8. Ralph is a first-tier technician work- D. Replacing components by guesswork could re-
ing the help desk. After identifying a solve the problem through chance, but it would
network problem submitted by mul- more likely be a waste of time and hardware.
tiple users, Ralph comes up with a When Ralph's first theory is disproven, the next
theory specifying a possible source of logical step would be to devise another theory.
the problem and sets about testing This could conceivably involve reinterviewing the
his theory. Unfortunately, testing indi- users or escalating the issue to a senior techni-
cates that Ralph's theory cian. If the theory had been confirmed, the next
is wrong; the source he suspected is step would be to devise a plan of action to resolve
not the cause of the problem. Which the problem
of the following should not be the
next step in Ralph's troubleshooting
process?
A. Reinterview the users to gather
more information about the problem
B. Escalate the problem to a sec-
ond-tier technician
CORRECT Answers
1. Which of the following troubleshoot- A. The first step in troubleshooting is to identify
ing steps involves prioritizing trouble the problem by establishing symptoms related to
tickets based on the network issue being reported. In this step,
the severity of the problem? problems are typically reported as trouble tickets,
A. Identify symptoms of the problem which are prioritized based on the severity of the
B. Establish a theory of probable problem. You complete the other steps after the
cause trouble ticket has been prioritized and is being
C. Test the theory to determine cause investigated
D. Establish a plan of action to resolve
the problem and identify potential ef-
fects
E. Implement the solution or escalate
as necessary
F. Verify full system functionality and,
if applicable, implement preventive
measures
G. Document findings, actions, and
outcomes
2. Which of the following is considered a C. A systemwide error is a problem that renders
systemwide error? an individual user's system (computer) complete-
A. A problem with an order entry or ly unusable. All the other problems listed would
customer service call center resource affect more than one system or user
B. A problem with a router that affects
only one Local Area Network (LAN)
C. A fatal error that causes a single
computer to fail
D. A problem with an email server that
affects all network users
3. Which of the following is a network- D. Any problem that affects all the users on the
wide problem? network is a networkwide problem and should
, N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
A. A problem with an order entry or be given the highest priority. An example of this
customer service call center resource would be a problem with an Internet router. All
B. A fatal error that causes a single other problems listed do not affect the entire net-
computer to fail work.
C. A problem with an application serv-
er that affects a single Local Area Net-
work (LAN)
D. A problem with a router that con-
nects an entire network to the Internet
4. A user reports that she cannot connect B. In this scenario, only one user is reporting a
to a server on her network. Ed wants to problem. Therefore, the likeliest next step is to
identify the scope of the problem, so perform the same task on another computer at-
he tries to reproduce the problem on tached to the same segment. If Ed can perform
the user's computer. The problem still the task successfully, the problem most likely lies
remains. No other users are reporting within the user's computer or the connection to
this problem. What is the next logical the switch. Since no other users are reporting the
step that Ed should perform to identify same problem, the server and switches on the
the affected area? network are probably up and functioning. Check-
A. Verify that the local router is for- ing the router is not necessary since the user and
warding traffic. server are on the same network.
B. Try performing the same task on an-
other computer attached to the same
segment.
C. Verify that the server is configured
properly.
D. Verify that the switch the client is
connected to is functioning.
5. Which of the following troubleshoot- A. The first step in troubleshooting is to identify
ing steps involves asking the user the problem by establishing symptoms related
preliminary questions such as, "What to the network problem being reported. In this
, N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
were you doing when the problem oc- step, you ask the user many questions to identify
curred?" and define the symptoms of the problem and
A. Identify the problem prioritize the trouble ticket. Although you might
B. Establish a theory of probable continue to ask the user questions throughout
cause the troubleshooting process, this is typically as-
C. Test the theory to determine cause sociated with the first step of the troubleshooting
D. Establish a plan of action to resolve process.
the problem and identify potential ef-
fects
E. Implement the solution or escalate
as necessary
F. Verify full system functionality and,
if applicable, implement preventative
measures
G. Document findings, actions, and
outcomes
6. When troubleshooting, you begin by C. After identifying the problem, the next step is
taking steps to identify the problem. to establish a theory for the probable cause of
After you do this, which of the follow- the problem. After that, you can test your theory,
ing steps should you perform next? establish a plan of action, implement a solution,
A. Implement the solution verify the functionality of the system, and docu-
B. Establish a plan of action ment the entire process.
C. Establish a theory of probable
cause
D. Verify full system functionality
7. In which troubleshooting step do you B. The second step in troubleshooting is to at-
try to duplicate a network problem to tempt to duplicate a problem and develop a the-
logically and methodically eliminate el- ory of its probable cause. As you troubleshoot
ements that are not the source of the a problem, you then test your theory to con-
problem? firm your findings. You complete the other trou-
, N10-008 Troubleshooting UPDATED ACTUAL Questions and
CORRECT Answers
A. Identify the problem. bleshooting steps after the specific cause has
B. Establish a theory of probable been identified
cause.
C. Test the theory to determine cause.
D. Establish a plan of action to resolve
the problem and identify potential ef-
fects.
E. Implement the solution or escalate
as necessary.
F. Verify full system functionality and,
if applicable, implement preventative
measures.
G. Document findings, actions, and
outcomes.
8. Ralph is a first-tier technician work- D. Replacing components by guesswork could re-
ing the help desk. After identifying a solve the problem through chance, but it would
network problem submitted by mul- more likely be a waste of time and hardware.
tiple users, Ralph comes up with a When Ralph's first theory is disproven, the next
theory specifying a possible source of logical step would be to devise another theory.
the problem and sets about testing This could conceivably involve reinterviewing the
his theory. Unfortunately, testing indi- users or escalating the issue to a senior techni-
cates that Ralph's theory cian. If the theory had been confirmed, the next
is wrong; the source he suspected is step would be to devise a plan of action to resolve
not the cause of the problem. Which the problem
of the following should not be the
next step in Ralph's troubleshooting
process?
A. Reinterview the users to gather
more information about the problem
B. Escalate the problem to a sec-
ond-tier technician
