Exam 13: Troubleshooting and Support

A protocol analyzer, such as Wireshark, gives the ability to listen in on network traffic as it moves through the Application layer to the Data Link layer and vice versa..

Select the utility inside of Windows that allows the user to recover a previous system state. This utility monitors drives and partitions, as well as registry settings and system files.

What does the nslookup utility do?

Most companies have resources you can use to get answers to your questions and find solutions to common problems. Describe some of these resources.

The ________ Windows command is used to determine the network path between two devices.

Most manufacturers store their technical support problems and solutions in a database called a knowledge base or a _______________________ document.

The trial-and-error method should NOT be used under which of the following situations?

Describe what tracert does and what it can be used to troubleshoot.

What kind of software would you use to view and troubleshoot protocol specific problems such as TCP retries caused by missed acknowledgements, or duplicate acknowledgements that cause network slow-down?

In the first step of the troubleshooting process, how should you determine the scope of a problem?

Describe the trial-and-error method of troubleshooting and when it should and shouldn't be used.

Whether your problem and proposed solution affect an entire network or just a few users, you must devise a ____________ so that you can return things to their original state if the solution doesn't work.

What should be done prior to installing upgrades in a live production environment?

When using tape backup, what should be done to ensure that the backups are viable?

In the problem-solving process, you should always devise a solution to the problem you are facing prior to determining the scope of the problem.

Almost immediately after a server migration project, employees are complaining that they can't reach the Internet. You sit down at a machine and try to ping a well-known website, which fails. You then try to ping a known-public IP address, which succeeds. What is most likely the issue?

A junior network administrator tells you that he can ping a DNS server successfully, but he has not tested domain name lookups. What utility on the command line would you suggest your colleague use next?

Your current backup schedule involves differential backups of all data Monday through Saturday, with a full backup on Sunday. Last Saturday, one of your storage drives failed prior to running the daily backup. What must be done to recover the data on the failed drive?

Your current backup schedule involves incremental backups of all data Monday through Saturday, with a full backup on Sunday. Last Saturday, one of your storage drives failed prior to running the daily backup. What must be done to recover the data on the failed drive?

What does the ping message "Destination host unreachable" message mean?