Chapter 2 Exam

Due Mar 19 at 10:59pm

Points 16

Questions 16

Available Mar 10 at 6am - Mar 19 at 10:59pm 10 days

Time Limit 60 Minutes

Allowed Attempts 2

Attempt History
 Attempt Time Score

KEPT Attempt 2 6 minutes 16 out of 16

LATEST Attempt 2 6 minutes 16 out of 16

Attempt 1 20 minutes 15 out of 16

Score for this attempt: 16 out of 16
Submitted Mar 19 at 1:43pm
This attempt took 6 minutes.

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?

The connectivity problem occurred Monday morning.

The inability to connect to the print server is the problem.

Correct!

The inability to connect to the print server is a symptom of a problem.

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?
Correct!

An interface status is down.

A cable is unplugged.

An incorrect network statement exists.

A static route is misconfigured.

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 user who is unable to connect to machines that are located on the same subnet

Correct!

a timeout message when attempting to ping a device on another network

a down status on an interface

a routing protocol that is not running

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

spending a significant amount of time analyzing the information

executing the steps in the same order every time

Correct!

following a structured and systematic process

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?

Contact the ISP to determine if there is an issue on the ISP side.

Correct!
Escalate the issue to the desktop support group.

Swap out the patch cable between the user PC and the switch to determine if that solves the
problem.

View the route table on the core router to determine if there is a routing issue.

Refer to Chapter 2.

Question 6
1 / 1 pts
What is a benefit of change control during the processes of regular network maintenance?

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

simplification of the process for creating a network baseline

Refer to Chapter 2.

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

Propose and test a hypothesis.

Correct!

Define the problem.

Gather facts.

Analyze information and eliminate possibilities.

Solve the problem.

Refer to Chapter 2.

Question 8
1 / 1 pts

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

the main phases of the divide and conquer troubleshooting process

the main phases of communication and change control

the main path traffic follows in the network

Correct!

the main subprocesses of structured troubleshooting

Refer to Chapter 2.

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

Correct!

description of observed symptoms

impact of observed symptoms on productivity

conclusions about observed symptoms

interpretation of observed symptoms

Refer to Chapter 2.

Question 10
1 / 1 pts
What is a situation where escalation of an issue is inadvisable?

Solving the problem would showcase the skills and knowledge of the troubleshooter.

Correct!

Escalation will slow the procedure.

The problem has an impact on the performance of the entire network.

The problem is actually a set of problems.

Management has not been consulted.

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?

Gather information.
Propose a solution.

Test a hypothesis.

Correct!

Escalate.

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?

Determine an appropriate workaround.

Propose a hypothesis.

Correct!

Execute the rollback plan.

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?

Continue making changes until the symptoms disappear.

Correct!

Rollback the change and resume the troubleshooting process.

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.)

when there is a lack of desire to solve the issue

when the end-user reporting the problem is a manager

Correct!
when insufficient knowledge and skills exist

Correct!

when shift work requires handing off the problem

when the cause of the problem is within the area of responsibility of the troubleshooter

when there is an inability to clearly communicate the problem

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?"

eliminate possibilities phase

propose a hypothesis phase

Correct!

define the problem phase

analyze information phase

solve the problem phase

gather facts 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 gathering of facts

Correct!

the proposal and testing of a hypothesis

the elimination of possibilities

the definition of the problem

the analysis of information

Refer to Chapter 2.
 Quiz Score: 16 out of 16
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