1

What are two limitations of an ad hoc troubleshooting approach? (Choose

two.)
x inefficient use of time and resources
only applicable to physical layer problems
x difficult to transfer the job to someone else
can only be used after a structured approach has failed
requires more technical knowledge than a structured approach
2
What are two facts regarding the information that is collected for
baseline creation? (Choose two.)
The information is the same for all networks.
x It can be used for capacity planning.
It should be limited to only a few key performance statistics.
x It can be collected using tools such as NBAR, NetFlow, and SNMP.
It should be collected only once and then archived for future reference.
3
After a proposed solution has been implemented, the network administrator
realizes that new problems have been introduced by the changes. What is
the next step in the troubleshooting process?
Propose a hypothesis.
x Execute the rollback plan.
Determine an appropriate workaround.
Escalate the problem to another department.
4
A network engineer initially uses the ping command to help troubleshoot a
connection problem. Which troubleshooting approach best describes this
scenario?
bottom-up approach
x divide-and-conquer approach
follow-the-path approach
move-the-problem approach
spot-the-difference approach
top-down approach
5
What is a situation where escalation of an issue is inadvisable?
Management has not been consulted.
x Escalation will slow the procedure.
The problem is actually a set of problems.
The problem has an impact on the performance of the entire network.
Solving the problem would showcase the skills and knowledge of the
troubleshooter.
6
To correct an issue that was discovered a few days earlier, an
administrator makes a change during a regularly scheduled maintenance
window. After making the change, the administrator discovers that a new
problem has occurred. What should the administrator do next?
x Rollback the change and resume the troubleshooting process.
Continue making changes until the symptoms disappear.
Leave the change in place and troubleshoot the new problems at a later
time.
Gather information about the new problem and form a new hypothesis.

7
Which three types of data are useful for creating a baseline? (Choose
three.)
number of infrastructure routers and switches
x Remote Monitoring (RMON), Network Based Application Recognition (NBAR),
and NetFlow statistics
DHCP and NAT translation statistics
x network performance characteristics
switch interface statistics of all access ports
x basic performance statistics like the interface load for critical
network links and the CPU load and memory usage of routers and switches
8
After a network change that occurred during a scheduled maintenance
window, users were complaining about not being able to access a local
file server. Upon investigation, the administrator determined that the
problem was with the recently entered routing configurations. Because of
company policy, the administrator is not allowed to correct the routing
configuration outside of a scheduled maintenance window. Instead, the
administrator moved the file server to an accessible subnet. Which
statement describes what the administrator did?
The administrator determined a solution to the problem.
x The administrator determined a workaround for the problem.
The administrator applied the move the problem troubleshooting
approach.
The administrator applied the spot the difference troubleshooting
approach.
9
Which three IOS features can be used to keep the network documentation
accurate? (Choose three.)
x rollback feature
policy compliance
x configuration archive
performance monitoring
basic performance statistics
x Embedded Event Manager
10
A network administrator executes the show processes cpu command on a
production router and notices that the average CPU load over the past 5
seconds was 97% and over the last one minute was around 39%. What should
the administrator do next?
Nothing. This is normal behavior for an ISR router.
Contact the service provider because the contract is not being fulfilled
as specified in the SLA.
x Compare the result to the baseline for an accurate assessment.
Replace the router as soon as possible because it has reached capacity.
11
Which two procedures can be implemented to ensure that current backups of
all device configurations are maintained? (Choose two.)
x Log all configuration change events to a syslog server.
Password protect all devices to prevent configuration changes.
x Implement a system to create automatic configuration backups.
Update configuration backups only after major network outages.
Create configuration backups as soon as an issue is reported with network
performance.

12
A user creates a trouble ticket indicating that the Internet is
inaccessible. The network administrator receives the ticket and
determines that this user is the only one having problems. A ping command
issued from the administrative PC to the user PC is successful. What
should the administrator do next?
x Escalate the issue to the desktop support group.
Contact the ISP to determine if there is an issue on the ISP side.
View the route table on the core router to determine if there is a
routing issue.
Swap out the patch cable between the user PC and the switch to determine
if that solves the problem.
13
What is a symptom of an incorrectly applied network command when issued
under the routing process?
a down status on an interface
x a timeout message when attempting to ping a device on another network
a routing protocol that is not running
a user who is unable to connect to machines that are located on the same
subnet
14
Which two components are normally considered part of change control?
(Choose two.)
the cost of network changes
x the time when changes can be made
the technology that is used to implement changes
x the authorization that is required to make changes
the staff changes that are required to carry out repairs
15
In which phase of the structured troubleshooting process should a network
administrator clearly communicate to the affected network users what is
going to be done and why it is being done?
the analysis of information
the definition of the problem
the elimination of possibilities
the gathering of facts
x the proposal and testing of a hypothesis
16
What is a benefit of change control during the processes of regular
network maintenance?
simplification of the process for creating a network baseline
x reduction in the frequency and duration of unplanned outages
elimination of the need to troubleshoot planned outages
elimination of the need to perform a regular network backup
17
In which structured troubleshooting process phase would a network
engineer ask questions such as When did it last work? or Has it ever
worked?
analyze information phase
x define the problem phase
eliminate possibilities phase
gather facts phase

propose a hypothesis phase

solve the problem phase
18
What is an important element of troubleshooting, regardless of the method
used?
using a single troubleshooting process
executing the steps in the same order every time
x following a structured and systematic process
spending a significant amount of time analyzing the information
19
The help desk receives several calls on Monday morning stating that users
cannot connect to a local print server that was working on Friday. Which
statement about the problem would be correct?
x The inability to connect to the print server is a symptom of a problem.
The inability to connect to the print server is the problem.
The connectivity problem occurred Monday morning.
The inability to connect to the print server caused the problem.
20
What type of information can be gathered by using SNMP during the process
of collecting baseline information?
basic performance statistics via the use of show commands
basic performance statistics for Layer 2 and Layer 3 protocols
x basic performance statistics about the interface load for critical
network links
basic performance statistics to profile different types of traffic on the
network