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Question 1

1 / 1 pts
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?
Correct!
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.

Refer to Chapter 2.

Question 2
1 / 1 pts
Which condition is a symptom of a connectivity issue on a router that provides access to the
Internet?
A static route is misconfigured.

Correct!
An interface status is down.

An incorrect network statement exists.

A cable is unplugged.

Refer to Chapter 2.

Question 3
1 / 1 pts
What is a symptom of an incorrectly applied network command when issued under the routing
process?
a down status on an interface

Correct!
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
Refer to Chapter 2.

Question 4
1 / 1 pts
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

Correct!
following a structured and systematic process

spending a significant amount of time analyzing the information

Refer to Chapter 2.

Question 5
1 / 1 pts
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?
Correct!
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.
Refer to Chapter 2.

Question 6
1 / 1 pts
What is a benefit of change control during the processes of regular network maintenance?
simplification of the process for creating a network baseline

Correct!
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

Refer to Chapter 2.

Question 7
1 / 1 pts
What is the first step of a structured troubleshooting process?
Gather facts.

Solve the problem.

Correct!
Define the problem.

Propose and test a hypothesis.

Analyze information and eliminate possibilities.

Refer to Chapter 2.

Question 8
1 / 1 pts

Refer to the exhibit. What principles are depicted in the exhibit?


the main path traffic follows in the network

Correct!
the main subprocesses of structured troubleshooting

the main phases of communication and change control

the main phases of the divide and conquer troubleshooting process


Refer to Chapter 2.

Question 9
1 / 1 pts
Which element forms the basis of a good problem description?
Correct!
description of observed symptoms

interpretation of observed symptoms

conclusions about observed symptoms

impact of observed symptoms on productivity

Refer to Chapter 2.

Question 10
1 / 1 pts
What is a situation where escalation of an issue is inadvisable?
Management has not been consulted.

Correct!
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.
Refer to Chapter 2.

Question 11
1 / 1 pts
During the troubleshooting of an issue, it is determined that the most probable cause of the
issue is not within the administrator's area of responsibility. What is the next step in the problem
solving process?
Correct!
Escalate.

Gather information.

Propose a solution.

Test a hypothesis.

Refer to Chapter 2.

Question 12
1 / 1 pts
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.

Correct!
Execute the rollback plan.

Determine an appropriate workaround.

Escalate the problem to another department.

Refer to Chapter 2.

Question 13

1 / 1 pts
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?
Correct!
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.

Refer to Chapter 2.

Question 14
1 / 1 pts
What are two situations where escalation of a case is recommended? (Choose two.)
Correct!
when insufficient knowledge and skills exist

when the end-user reporting the problem is a manager

Correct!

when shift work requires handing off the problem

when there is an inability to clearly communicate the problem

when there is a lack of desire to solve the issue

when the cause of the problem is within the area of responsibility of the troubleshooter
Refer to Chapter 2.

Question 15
1 / 1 pts
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

Correct!
define the problem phase

eliminate possibilities phase

gather facts phase

propose a hypothesis phase

solve the problem phase

Refer to Chapter 2.

Question 16
1 / 1 pts
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

the proposal and testing of a hypothesis

Refer to Chapter 2.