Deck 13: Troubleshooting and Support

Question 1

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 problem is being discussed over the phone and you're instructing an untrained user.
D) A server or internetworking device you're troubleshooting is currently in use on the
E) twork.

Answer 1

C

Question 2

You are currently troubleshooting a network issue with your ISP's customer support agent.The agent requests that you open a 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 protocol is functioning
D) tests TCP/IP configuration settings

Answer 2

C

Question 3

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.

Answer 3

D

Question 4

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 the most likely 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 is powered off.

Question 5

A single ping message with a long response time is a definite indication of a problem.

Question 6

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

Question 7

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 8

Failing to document your network can increase your job security.

Question 9

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 10

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 11

Protocol analyzers can help solve problems from the Data Link layer up to the Application layer.

Question 12

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

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

Question 13

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 14

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

Question 15

Select the Windows backup type that copies the boot files,the Registry,Active Directory on domain controllers,and other critical information.

A) Differential
B) Daily
C) System State
D) Incremental

Question 16

Which statistic is most likely to be included in a network baseline report?

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

Question 17

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 problem?

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 18

Which of the following consists of the policies,procedures,and resources required to ensure that a business can continue to function after a major catastrophe that renders the site unable to operate?

A) Business continuity
B) Disaster relief
C) Enterprise backup
D) Data recovery policy

Question 19

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 20

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) Define the problem and scope
B) Devise a possible solution
C) Devise preventive measures
D) Apply a solution.

Question 21

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
measures the total cable length

Question 22

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

Question 23

A ___________ site can be running at a moment's notice if necessary.

Question 24

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 25

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

Question 26

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 pinged host's network is down.
D) An ARP reply was not received.

Question 27

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
a business continuity option in which a physical location has all the infrastructure in place and configured,and data is synchronized and up to date

Question 28

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
does mark files as backed up

Question 29

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
a time set aside for schedule updates,upgrades,and other network maintenance procedures

Question 30

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 31

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 32

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 33

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
doesn't mark files as backed up

Question 34

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
instructions on how to undo the upgrade if problems occur during or after the upgrade

Question 35

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
issues an electrical signal on a wire,and a probe detects the signal

Question 36

A ________________ base is a searchable database containing descriptions of problems and errors along with known solutions,if any.

Question 37

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
documenting and managing network changes,including IP addressing and moving devices

Question 38

A junior network administrator tells you that he can ping a DNS server successfully using its IP address,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 39

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
a backup designed to allow restoring the system disk directly from backup media without having to install the OS and backup software first

Question 40

Match each item with a statement below.a.bare metal restore backup
b.change management
c.daily backup
d.incremental backup
e.escalation
f.hot site
g.maintenance window
h.time-domain reflectometer (TDR)
i.tone generator
j.rollback plan
a step in the troubleshooting process in which the technician must call in additional people

Question 41

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

Question 42

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

Question 43

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 44

How can you best troubleshoot cabling-related problems? At what layer do cabling problems occur?

Question 45

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

Question 46

Describe a warm site.

Question 47

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

Question 48

What does the nslookup utility do?

Question 49

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

Question 50

Describe a cold site.