Network+ Study Guide 19 (Chapter)

Front 1

19.01
Which of the following are not steps in the Network+ troubleshooting model? (Choose all
that apply.)
A. Reboot the servers.
B. Gather information.
C. Determine if anything has changed.
D. Determine if escalation is necessary.
E. Document the solution and the entire process.
F. Reboot all the routers.

Back 1

Which of the following are not steps in the Network+ troubleshooting model? (Choose all
that apply.)
A. Reboot the servers.
B. Gather information.
C. Determine if anything has changed.
D. Determine if escalation is necessary.
E. Document the solution and the entire process.
F. Reboot all the routers.

Front 2

19.02
You have a user who cannot connect to the network. What is the first thing you could
check to determine the source of the problem?
A. Workstation configuration
B. Connectivity
C. Patch cable
D. Server configuration

Back 2

You have a user who cannot connect to the network. What is the first thing you could
check to determine the source of the problem?
A. Workstation configuration
B. Connectivity
C. Patch cable
D. Server configuration

Front 3

19.03
A user cannot access the local intranet. Which action will not help you determine how to
narrow the problem down to the intranet?
A. Accessing the intranet from your workstation
B. Accessing the intranet from the user’s workstation as yourself
C. Replacing the patch cable on the workstation
D. Asking another user to access the intranet from the problem user’s workstation

Back 3

A user cannot access the local intranet. Which action will not help you determine how to
narrow the problem down to the intranet?
A. Accessing the intranet from your workstation
B. Accessing the intranet from the user’s workstation as yourself
C. Replacing the patch cable on the workstation
D. Asking another user to access the intranet from the problem user’s workstation

Front 4

19.04
Several users can’t log in to the server. Which action would help you to narrow the problem
down to the workstations, network, or server?
A. Run tracert from a workstation.
B. Check the server console for user connections.
C. Run netstat on all workstations.
D. Check the network diagnostics.

Back 4

Several users can’t log in to the server. Which action would help you to narrow the problem
down to the workstations, network, or server?
A. Run tracert from a workstation.
B. Check the server console for user connections. (This will tell you if the server is up and accepting connections. It is the first step.)
C. Run netstat on all workstations.
D. Check the network diagnostics.

Front 5

19.05
A user can’t log in to the network. She can’t even connect to the Internet over the LAN. Other
users in the same area aren’t experiencing any problems. You attempt to log in as this user
from your workstation with her username and password and don’t experience any problems.
However, you cannot log in with either her username or yours from her workstation. What is
a likely cause of the problem?
A. Insufficient rights to access the server
B. A bad patch cable
C. Server down
D. Wrong username and password

Back 5

A user can’t log in to the network. She can’t even connect to the Internet over the LAN. Other
users in the same area aren’t experiencing any problems. You attempt to log in as this user
from your workstation with her username and password and don’t experience any problems.
However, you cannot log in with either her username or yours from her workstation. What is
a likely cause of the problem?
A. Insufficient rights to access the server
B. A bad patch cable
C. Server down
D. Wrong username and password

Front 6

19.06
A user is experiencing problems logging in to a Unix server. He can connect to the Internet
over the LAN. Other users in the same area aren’t experiencing any problems. You attempt
logging in as this user from your workstation with his username and password and don’t
experience any problems. However, you cannot log in with either his username or yours
from his workstation. What is a likely cause of the problem?
A. The Caps Lock key is pressed.
B. The network hub is malfunctioning.
C. You have a downed server.
D. You have a jabbering NIC.

Back 6

A user is experiencing problems logging in to a Unix server. He can connect to the Internet
over the LAN. Other users in the same area aren’t experiencing any problems. You attempt
logging in as this user from your workstation with his username and password and don’t
experience any problems. However, you cannot log in with either his username or yours
from his workstation. What is a likely cause of the problem?
A. The Caps Lock key is pressed.
B. The network hub is malfunctioning.
C. You have a downed server.
D. You have a jabbering NIC.

Front 7

19.07
You receive a call from a user who is having issues connecting to a new VPN. Which is the
first step you should take?
A. Find out what has changed
B. Reboot the workstation
C. Document the solution
D. Identify the symptoms and potential causes

Back 7

You receive a call from a user who is having issues connecting to a new VPN. Which is the
first step you should take?
A. Find out what has changed
B. Reboot the workstation
C. Document the solution
D. Identify the symptoms and potential causes

Front 8

19.08
A workstation presents an error message to a user. The message states that a duplicate
IP address has been detected on the network. After establishing what has changed in the
network, what should be the next step using the standard troubleshooting model?
A. Test the result.
B. Select the most probable cause.
C. Create an action plan.
D. Identify the results and effects of the solution.

Back 8

A workstation presents an error message to a user. The message states that a duplicate
IP address has been detected on the network. After establishing what has changed in the
network, what should be the next step using the standard troubleshooting model?
A. Test the result.
B. Select the most probable cause.
C. Create an action plan.
D. Identify the results and effects of the solution.

Front 9

19.09
You have gathered information on a network issue and determined the affected areas of the
network. What is your next step in resolving this issue?
A. You should implement what the best solution for the issue is
B. You should test the best solution for the issue
C. You should check to see if there have been any recent changes to this affected part of
the network.
D. You should consider any negative impact to the network that might be caused by a
solution

Back 9

You have gathered information on a network issue and determined the affected areas of the
network. What is your next step in resolving this issue?
A. You should implement what the best solution for the issue is
B. You should test the best solution for the issue
C. You should check to see if there have been any recent changes to this affected part of
the network.
D. You should consider any negative impact to the network that might be caused by a
solution

Front 10

19.10
A user calls you, reporting a problem logging in to the corporate intranet. You can access the
website without problems using the user’s username and password. At your request, the user
has tried logging in from other workstations but has been unsuccessful. What is the most
likely cause of the problem?
A. The user is logging in incorrectly.
B. The network is down.
C. The intranet server is locked up.
D. The server is not routing packets correctly to that user’s workstation.

Back 10

A user calls you, reporting a problem logging in to the corporate intranet. You can access the
website without problems using the user’s username and password. At your request, the user
has tried logging in from other workstations but has been unsuccessful. What is the most
likely cause of the problem?
A. The user is logging in incorrectly.
B. The network is down.
C. The intranet server is locked up.
D. The server is not routing packets correctly to that user’s workstation.

Front 11

19.11
You have just implemented a solution and you want to celebrate your success. But what
should you do next before you start your celebration?
A. Gather more information about the issue
B. Document the issue and the solution that was implemented
C. Test the solution and identify other effects it may have
D. Escalate the issue

Back 11

You have just implemented a solution and you want to celebrate your success. But what
should you do next before you start your celebration?
A. Gather more information about the issue
B. Document the issue and the solution that was implemented
C. Test the solution and identify other effects it may have
D. Escalate the issue

Front 12

19.12
You can ping the local router and web server that a local user is trying to reach, but you
cannot reach the web page that resides on that server. From Step 4 of the troubleshooting
model, what is a possible problem that would lead to this situation?
A. Your network cable is unplugged.
B. There is a problem with your browser.
C. Your NIC has failed.
D. The web server is unplugged.

Back 12

You can ping the local router and web server that a local user is trying to reach, but you
cannot reach the web page that resides on that server. From Step 4 of the troubleshooting
model, what is a possible problem that would lead to this situation?
A. Your network cable is unplugged.
B. There is a problem with your browser.
C. Your NIC has failed.
D. The web server is unplugged.

Front 13

19.13
When troubleshooting an obscure network problem, what physical conditions should be
reviewed to make sure the network device is operating correctly? (Choose all that apply.)
A. Excessive heat
B. Low/excessive humidity
C. ESD problems
D. All of the above

Back 13

When troubleshooting an obscure network problem, what physical conditions should be
reviewed to make sure the network device is operating correctly? (Choose all that apply.)
A. Excessive heat
B. Low/excessive humidity
C. ESD problems
D. All of the above

Front 14

19.14
Which of the following is not a basic physical issue that can occur on a network when a
user is connected via cable?
A. Crosstalk
B. Shorts
C. Open impedance mismatch
D. DNS configurations

Back 14

Which of the following is not a basic physical issue that can occur on a network when a
user is connected via cable?
A. Crosstalk
B. Shorts
C. Open impedance mismatch
D. DNS configurations

Front 15

19.15
You are troubleshooting a LAN switch and have identified the symptoms. What is the next
step you should take?
A. Escalate the issue
B. Create an action plan
C. Implement the solution
D. Determine the scope of the problem

Back 15

You are troubleshooting a LAN switch and have identified the symptoms. What is the next
step you should take?
A. Escalate the issue
B. Create an action plan
C. Implement the solution
D. Determine the scope of the problem

Front 16

19.16
A user calls you, complaining that he can’t access the corporate intranet web server. You try
the same address, and you receive a Host Not Found error. Several minutes later, another
user reports the same problem. You can still send email and transfer files to another server.
What is the most likely cause of the problem?
A. The hub is unplugged.
B. The server is not routing protocols to your workstation.
C. The user’s workstation is not connected to the network.
D. The web server is down.

Back 16

A user calls you, complaining that he can’t access the corporate intranet web server. You try
the same address, and you receive a Host Not Found error. Several minutes later, another
user reports the same problem. You can still send email and transfer files to another server.
What is the most likely cause of the problem?
A. The hub is unplugged.
B. The server is not routing protocols to your workstation.
C. The user’s workstation is not connected to the network.
D. The web server is down.

Front 17

19.17
You have implemented and tested a solution and identified any other effects the solution may
have, what is your next step?
A. Create an action plan
B. Close the case and head home for the day
C. Reboot the Windows server
D. Document the solution

Back 17

You have implemented and tested a solution and identified any other effects the solution may
have, what is your next step?
A. Create an action plan
B. Close the case and head home for the day
C. Reboot the Windows server
D. Document the solution

Front 18

19.18
Users are reporting that they can access the internet but not the internal company website.
Which of the following is the most likely problem?
A. The DNS entry for the server is non-authoritative
B. The intranet server is down
C. The DNS address handed out by DHCP is incorrect
D. The default gateway is incorrect

Back 18

Users are reporting that they can access the internet but not the internal company website.
Which of the following is the most likely problem?
A. The DNS entry for the server is non-authoritative
B. The intranet server is down
C. The DNS address handed out by DHCP is incorrect
D. The default gateway is incorrect

Front 19

19.19
Several users have complained about the server’s poor performance as of late. You know
that the memory installed in the server is sufficient. What could you check to determine the
source of the problem?
A. Server’s NIC link light
B. Protocol analyzer
C. Performance-monitoring tools
D. Server’s System Log file

Back 19

Several users have complained about the server’s poor performance as of late. You know
that the memory installed in the server is sufficient. What could you check to determine the
source of the problem?
A. Server’s NIC link light
B. Protocol analyzer
C. Performance-monitoring tools
D. Server’s System Log file

Front 20

19.20
You lose power to your computer room and the switches in your network do not come
back up when everything is brought online. After you have identified the affected areas,
established the cause and escalated this problem, what do you do next?
A. Start to implement a solution to get those users back online asap
B. Create an action plan and solution
C. Meet with the emergency response team to determine the next step.
D. Copy all the working routers configurations to the non-working switches

Back 20

You lose power to your computer room and the switches in your network do not come
back up when everything is brought online. After you have identified the affected areas,
established the cause and escalated this problem, what do you do next?
A. Start to implement a solution to get those users back online asap
B. Create an action plan and solution
C. Meet with the emergency response team to determine the next step.
D. Copy all the working routers configurations to the non-working switches

Front 21

19.21
What is Step 3 of the 9-step troubleshooting model?

Back 21

1. Information gathering—identify symptoms and problems.
2. Identify the affected areas of the network.
3. Determine if anything has changed.
4. Establish the most probable cause.
5. Determine if escalation is necessary.
6. Create an action plan and solution, identifying potential effects.
7. Implement and test the solution.
8. Identify the results and effects of the solution.
9. Document the solution and the entire process.

Front 22

19.22
What is Step 9 of the 9-step troubleshooting model?

Back 22

1. Information gathering—identify symptoms and problems.
2. Identify the affected areas of the network.
3. Determine if anything has changed.
4. Establish the most probable cause.
5. Determine if escalation is necessary.
6. Create an action plan and solution, identifying potential effects.
7. Implement and test the solution.
8. Identify the results and effects of the solution.
9. Document the solution and the entire process.

Front 23

19.23
How is crosstalk minimized in twisted-pair cabling?

Back 23

Network designers minimize crosstalk inside network cables by twisting the wire pairs
together, putting them at a 90 degree angle to each other.

Front 24

19.24
If you plug a host into a switch port and the user cannot get to the server or other services
they need to access, what could the problem be?

Back 24

The port has the wrong VLAN assignment.

Front 25

19.25
If you don’t have the Spanning Tree Protocol (STP) running on your switches, what problem
could possibly occur?

Back 25

Switching loops. If someone plugs two cables between switches, and STP is not running, a
switching loop will occur.

Front 26

19.26
When a signal moves through any medium, the medium itself will degrade the signal. What
is this called?

Back 26

Attenuation

Front 27

19.27
What is Step 4 of the 9-step troubleshooting model?

Back 27

1. Information gathering—identify symptoms and problems.
2. Identify the affected areas of the network.
3. Determine if anything has changed.
4. Establish the most probable cause.
5. Determine if escalation is necessary.
6. Create an action plan and solution, identifying potential effects.
7. Implement and test the solution.
8. Identify the results and effects of the solution.
9. Document the solution and the entire process.

Front 28

19.28
What is Step 5 of the 9-step troubleshooting model?

Back 28

1. Information gathering—identify symptoms and problems.
2. Identify the affected areas of the network.
3. Determine if anything has changed.
4. Establish the most probable cause.
5. Determine if escalation is necessary.
6. Create an action plan and solution, identifying potential effects.
7. Implement and test the solution.
8. Identify the results and effects of the solution.
9. Document the solution and the entire process.

Front 29

19.29
What are some of the problems that, if determined, should be escalated?

Back 29

Switching loops, routing loops, routing problems, Proxy ARP, broadcast storms

Front 30

19.30
What cable issues should you know and understand for network troubleshooting?

Back 30

Crosstalk, attenuation, collisions, shorts, open impedance mismatch, interference