Deck 14: Troubleshooting and Support

Question 1

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.

Answer 1

False

Question 2

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

Answer 2

A

Question 3

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.

Answer 3

A

Question 4

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 5

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

Question 6

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

A) The change you're about to make can be undone easily.
B) The system is being newly configured, so no data can be lost.
C) Troubleshooting is occurring in a test lab.
D) The device you're troubleshooting is currently in use on the network.

Question 7

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

A) Wait three months before upgrading a new release.
B) Test upgrades on an isolated network.
C) Do an upgrade notification reminder for users.
D) Perform research on potential upgrading issues.

Question 8

If a Registry file or boot file becomes corrupted, which type of backup is usually all that's required to get the system running again?

A) differential
B) daily
C) system state
D) incremental

Question 9

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

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

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

Question 12

Which of the following is true about a hot site?

A) might be down for a few days
B) devices aren't usually configured
C) servers need to be configured before using
D) data is synchronized

Question 13

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 14

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 using the host name, 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 15

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 16

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

Question 17

Which of the following is NOT typically a question that needs to be answered to determine the cause of poor performance on a network?

A) Has new equipment been added to the network?
B) Have new applications been added to computers on the network?
C) Have any personnel been recently replaced?
D) What has changed since the last time the network functioned normally?

Question 18

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 19

Failing to document your network makes you indispensable.

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 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 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.TDR
i.tone generator
j.rollback plan
a time set aside for schedule updates, upgrades, and other network maintenance procedures

Question 22

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

Question 23

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.TDR
i.tone generator
j.rollback plan
a step in the troubleshooting process in which the technician must call in more experienced technicians

Question 24

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.TDR
i.tone generator
j.rollback plan
issues an electrical signal on a wire, and a probe detects the signal

Question 25

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.TDR
i.tone generator
j.rollback plan
doesn't mark files as backed up

Question 26

If you can't ping the default _______________, you won't be able to send packets outside your local LAN.

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.TDR
i.tone generator
j.rollback plan
instructions on how to undo an upgrade if problems occur

Question 28

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

Question 29

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 30

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.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 31

With a ___________ site, you just need to load the most current data from backup and you're ready to go.

Question 32

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.TDR
i.tone generator
j.rollback plan
does mark files as backed up

Question 33

You have several network devices that support SNMP and RMON. What type of network troubleshooting tool should you use to take advantage of those capabilities?

A) a port scanner
B) a network monitor
C) a ping scanner
D) a TDR

Question 34

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 35

What kind of software would you use to view and troubleshoot protocol-specific problems such as TCP retries caused by missed acknowledgments, or duplicate acknowledgments?

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

Question 36

The tracert command 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 an internetwork
D) determining network bandwidth

Question 37

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

Question 38

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.TDR
i.tone generator
j.rollback plan
documenting and managing network changes, including IP addressing and moving devices

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.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.TDR
i.tone generator
j.rollback plan
measures the total cable length

Question 41

What does the nslookup utility do?

Question 42

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 43

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

Question 44

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

Question 45

What is the step-by-step with the OSI model method of troubleshooting? What is necessary before you can use this approach?

Question 46

What are some measures you can take to resolve performance problems caused by new users or new applications being added to the network?

Question 47

Describe the replacement method of troubleshooting and when it can be used.

Question 48

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

Question 49

What is the solving by example method of troubleshooting?

Question 50

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