Network + 11 Network Troubleshooting

  1. What are the key sources from which you can gain information about a computer problem?
    It is important to get as much information as possible about the problem.  You can glean information from three key sources: the computer (in the form of logs and error messages), the computer user experiencing the problem, and your own observation.
  2. What is the final step in the network troubleshooting methodology CompTIA expects test takers to follow?
    Document the findings, the actions, and the outcomes.
  3. Common troubleshooting steps
    • 1. Identify the problem.
    • . Information gathering.
    • . Identify symptoms.
    • . Question users.
    • . Determine if anything has changed.

    • 2. Establish a theory of probable cause.
    • . Question the obvious.

    • 3. Test the theory to determine cause:
    • . When the theory is confirmed, determine the next steps to resolve the problem.
    • . If theory is not confirmed, re-establish a new theory or escalate.

    • 4. Establish a plan of action to resolve the problem and identify potential
    • effects.

    5. Implement the solution or escalate as necessary.  Escalation maybe necessary

    6. Verify full system functionality and if applicable implement preventive measures. 

    7. Document findings, actions, and outcomes.
  4. Things to include in documenting the findings, actions, and outcomes (for solutions).
    • When
    • Why
    • What
    • Results
    • Who
  5. A user reports that she can no longer access a legacy database. What should be one of the first questions you ask?
    ❍ A. What has changed since the last time you accessed that database?
    ❍ B. How many help calls have you placed in the past few months?
    ❍ C. Who originally installed or created that database?
    ❍ D. How long have you worked here?
    A. Establishing any recent changes to a system can often lead you in the right direction to isolate and troubleshoot a problem.
  6. You’ve spent 2 hours trying to fix a problem and then realize that it falls outside of your area of expertise and ability to fix. What should you do in most organizations?
    ❍ A. Let the user immediately know that she needs to call someone else; then exit the scene so another person can help.
    ❍ B. Formulate a workaround; then document the problem and bring it up at the next meeting.
    ❍ C. Escalate the issue with a supervisor or manager.
    ❍ D. Continue working on the problem, trying as many solutions as you can find, until you solve the problem.
    C. When a problem is outside of your ability to fix, you must escalate the issue. Unless otherwise specified by the organization, the general rule is to start with the closest help and work out from there. None of the other options are acceptable choices.
  7. You get numerous calls from users who cannot access an application. Upon investigation, you find that the application crashed. You restart the application,
    and it appears to run okay. What is the next step in the troubleshooting process?
    ❍ A. Email the users to let them know that they can use the application again.
    ❍ B. Test the application to ensure that it correctly operates.
    ❍ C. Document the problem and the solution.
    ❍ D. Reload the application executables from the CD, and restart it.
    B. After you fix a problem, you should test it fully to ensure that the network correctly operate before you allow users to log back on. The steps described inanswers A and C are valid but only after the application has been tested. Answer D is incorrect because you would reload the executable only as part of a systematic troubleshooting process. Because the application loads, it is unlikely thatthe executable has become corrupted.
  8. A user tells you that she is having a problem accessing her email. What is the first step in the troubleshooting process?
    ❍ A. Document the problem.
    ❍ B. Make sure that the user’s email address is valid.
    ❍ C. Discuss the problem with the user.
    ❍ D. Visit the user’s desk to reload the email client software.
    C. Not enough information is provided for you to come up with a solution. Inthis case, the next troubleshooting step would be to talk to the user and gather more information about exactly what the problem is. All the other answers are valid troubleshooting steps but only after the information gathering has been completed.
  9. You have successfully fixed a problem with a server and have tested the application and let the users back onto the system. What is the next step in the troubleshooting process?
    ❍ A. Document the problem.
    ❍ B. Restart the server.
    ❍ C. Document the problem and the solution.
    ❍ D. Clear the error logs of any reference to the problem.
    C. After you have fixed a problem, tested the fix, and let users back on to the system, you should create detailed documentation that describes the problem and the solution. Answer A is incorrect because you must document both the problem and the solution. You do not need to restart the server, so Answer B is incorrect. Answer D would be performed only after the system’s documentation has been created.
Card Set
Network + 11 Network Troubleshooting
Troubleshooting steps and procedures