Deck 13: Troubleshooting and Support

Question 1

The ping command is used to determine the path between two devices.

Answer 1

False

Question 2

You receive a phone call from a co-worker telling you that "the network is down." Just as you are about to look into the issue, you receive several more phone calls from other co-workers. Using the problem-solving process, what must be done first to effectively troubleshoot the issue?

A) Determine what the problem is, and then figure out who has been affected on your network.
B) Check documentation for a possible cause of network outages.
C) Consider what could have caused the network outage.
D) Apply a solution.

Answer 2

A

Question 3

Which command will display the configured IP address, default gateway, and DNS servers for a Windows workstation?

A) ipconfig
B) ipconfig /all
C) ipconfig /conf
D) ipconfig /show

Answer 3

B

Question 4

Which of the following is NOT a good practice for performing upgrades?

A) ignoring updates to new releases
B) test upgrades on an isolated network
C) upgrade notification reminders for users
D) research on potential upgrading issues

Question 5

Following a massive infection of your network by a virus, you have been tasked with developing preventive measures for keeping the network infection free. What would be an effective preventive measure?

A) Install an enterprise-based anti-virus solution.
B) Send a sternly worded e-mail detailing the company's strict "no-viruses" policy.
C) Decrease the amount of time before a user must change their password.
D) Modify your disaster recovery plan to include forensic analysis of any potential viruses to determine their source.

Question 6

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) IP Address of each machine is set incorrectly.
B) Subnet mask is wrong.
C) No gateway address is set.
D) DNS settings are incorrect.

Question 7

Which of the following statistics should a network baseline report include?

A) how many text files are in use
B) hard drive utilization
C) number of idle users on server
D) average RPM of system fans

Question 8

Which statement is true regarding differential / incremental backups?

A) A differential backup copies all files changed since the last full or differential backup.
B) An incremental backup copies all files changed since the last full backup; doesn't mark files as backed up.
C) Differential backups copy all files to the selected media and marks files as backed up.
D) Incremental backups copy all files changed since the last full or incremental backup and marks files as backed up.

Question 9

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

A) Use only one tape per day.
B) Use tapes with the largest amount of storage.
C) Verify data can be restored.
D) Purchase high-quality tapes.

Question 10

Most SNMP managers allow the configuration of thresholds for generating alert messages to network administrators when those thresholds are exceeded.

Question 11

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

A) Whatever change you're about to make can be undone easily.
B) The system the change is being applied to is new, so no chance of data loss.
C) The server is your public Web server and is currently hosting all of your business.
D) System is an isolated machine in a test lab.

Question 12

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..

Question 13

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?

A) First the full backup from the previous Sunday must be restored, followed by each differential backup leading up to the day of the drive failure.
B) The differential backup from Friday is restored, followed by the last full backup of the drive.
C) The last full backup should be restored first, followed by the last successful differential backup prior to the drive failure.
D) Only the differentials need to be restored, but they must be done in sequential order

Question 14

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.

Question 15

If a problem occurs after a successful login, Last Known Good Configuration will fix the issue.

Question 16

You are currently troubleshooting a network issue with your ISP's customer support agent. The agent requests that you open up command prompt and type "ping 127.0.0.1". What does this accomplish?

A) tests the default gateway
B) tests a well-known public IP address
C) tests that the local IP stack is functioning
D) tests TCP/IP configuration settings

Question 17

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?

A) The last full backup must be restored first, followed by the last incremental backup prior to the drive failure
B) Only the last incremental backup needs to be restored.
C) The incremental backups must be restored in sequential order, but the full backup is not necessary.
D) The full backup must be restored first, followed by all incremental backups in sequential order leading up to the day of failure.

Question 18

You have just connected a brand new workstation to your local network. As per company policy, you have used a static IP configuration. However, all attempts to reach the Internet from the workstation fail. You have verified that you can communicate with servers and other workstations on the local network, and that you are the only one having an issue reaching the Internet. What is most likely the issue?

A) incorrectly configured gateway address
B) DNS issues
C) wrong IP address for the workstation
D) incorrectly configured MAC address

Question 19

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.

A) System Recovery Agent
B) Automated System State Recovery Agent
C) System Restore
D) Windows Data Recovery

Question 20

You recently completed a network overhaul over the weekend. Everything seems to be functioning properly until you receive a swarm of help desk support requests, all originating from one specific floor in your building. After a few minutes on the phone with those affected, you determine that no one has indicator lights active on their NICs. What is most likely the problem?

A) The DHCP server has failed.
B) A gateway is incorrectly configured.
C) Static IP address settings have prevented the NIC from entering a usable state.
D) A network switch has not been powered on.

Question 21

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

Question 22

Describe the options available to you when using the System Recovery Options dialog box in the Windows Recovery Environment (WinRE)

Question 23

A ____________ copies selected files to the selected media without marking files as backed up.

Question 24

When devising a solution, you should consider what kind of undesirable results the proposed solution might have. What can you create to reverse your changes if the proposed solution does not succeed?

Question 25

MATCHING:

Question 26

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

Question 27

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

Question 28

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?

A) ipconfig
B) nbtstat
C) traceroute
D) nslookup

Question 29

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

Question 30

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

A) The pinged host is on another network.
B) The pinged host responded, but has an incorrect gateway configured.
C) The host's network is down.
D) The pinged IP address is on the same network, but an ARP reply was not received.

Question 31

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

A) The pinged host has a firewall.
B) A router in the path from the source to the destination determined that the destination network does not exist.
C) The pinged IP address is on the same network, but an ARP reply was not received.
D) IPv6 is installed on the local machine.

Question 32

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

Question 33

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?

A) protocol analyzer
B) management information base
C) software agents
D) Simple Network Management Protocol

Question 34

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

Question 35

Traceroute would be best suited for which of the following tasks?

A) testing layer 3 connectivity with a locally connected host
B) testing DNS settings
C) locating bottlenecks in a network
D) determining network bandwidth

Question 36

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

Question 37

What does the nslookup utility do?

Question 38

To eliminate the potential problems caused by power fluctuations, especially on servers, you can install _________________

Question 39

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.

Question 40

When would you use the Last Known Good Configuration option? What does this do?

Question 41

What is the difference between an incremental and a differential backup?