Network + v2 - 1.4.11 Lesson Review
When troubleshooting a software issue reported by a user who is unfamiliar with technical terms, which type of question is MOST effective to begin the diagnostic process? Asking if they have experienced this issue before Asking if they have tried rebooting their computer Asking them to describe what they were doing when the issue occurred Asking for the error code displayed on the screen
Correct Answer: Asking them to describe what they were doing when the issue occurred
Before escalating a troubleshooting problem, what should you be able to do? (Select two.) Be able to communicate the basic facts clearly to the person to whom you are referring the incident. Establish the basic facts surrounding the problem. Change system settings randomly in hopes of stumbling upon a solution. Wait for the problem to resolve itself before taking any action. Immediately escalate the problem without attempting any troubleshooting.
Correct Answer: Be able to communicate the basic facts clearly to the person to whom you are referring the incident. Correct Answer: Establish the basic facts surrounding the problem. Explanation Before escalating a troubleshooting problem, you should be able to do the following: Establish the basic facts surrounding the problem. Before escalating a problem, it's crucial to gather and understand the basic facts about the issue. This includes what the problem is, under what conditions it occurs, and any patterns or triggers identified. Establishing these facts ensures that you're providing a solid foundation for the next level of support to begin their investigation, making the escalation process more efficient and effective. Be able to communicate the basic facts clearly to the person to whom you are referring the incident. Clear communication of the problem's basic facts to the person or team you're escalating to is essential. This ensures that they have a clear understanding of the issue from the start, which helps in diagnosing and resolving the problem more quickly. It also minimizes the risk of miscommunication and ensures that the escalation process is smooth. Waiting for a problem to resolve itself is not a proactive troubleshooting approach. Problems often require intervention to be resolved, and waiting could lead to further complications or dissatisfaction, especially in a support context. References: 1.4.5 Test the Theory to Determine the Cause
As the IT support specialist for a small company, you are approached by an employee who complains that they can't connect to the Internet. Preliminary checks show that the issue is isolated to this single workstation. Other devices on the same network are connecting without any issues. You decide to employ the bottom-to-top OSI model approach to systematically troubleshoot and resolve the problem. Using the bottom-to-top OSI model approach, which of the following steps should you take first to troubleshoot the internet connectivity issue on the employee's workstation? Check the Ethernet cable and the network interface card (NIC) for any physical damage or disconnection. Verify that the web browser settings on the workstation are correctly configured. Ensure that the workstation's firewall settings are not blocking internet access. Confirm that the workstation is obtaining a valid IP address from the DHCP server.
Correct Answer: Check the Ethernet cable and the network interface card (NIC) for any physical damage or disconnection. Explanation When employing the bottom-to-top OSI model approach for troubleshooting, the first step is to start at the lowest layer (Layer 1, Physical Layer) and work your way up. Since the issue is isolated to a single workstation, it's logical to first check the physical connections, such as the Ethernet cable and NIC, for any signs of damage or disconnection. Physical connectivity problems are common and can prevent a device from accessing the network. Then move to the data link layer (Layer 2) components, such as switches, and verify they are functioning correctly. Then move to Layer 3 might to verify IP address configuration. Ensuring that the workstation's firewall settings are not blocking internet access involves checking the Transport Layer (Layer 4), which is important for managing end-to-end communication and error checking. However, it's recommended to start troubleshooting from the Physical Layer (Layer 1) and work your way up through the OSI model. Checking the firewall settings at this early stage might miss physical or network configuration issues that are preventing internet access. Verifying that the web browser settings on the workstation are correctly configured focuses on the Application Layer (Layer 7), which is the top layer of the OSI model. While it's important to ensure that the web browser settings are correct, this should be considered later in the troubleshooting process, especially since the issue might be related to lower layers of the OSI model, such as physical connectivity or IP configuration. References 1.2.8 OSI Model Summary 1.4.4 Establish a Theory of Probable Cause
What is the recommended action when applying a solution that is disruptive to the wider network during troubleshooting? Proceed with the solution without informing anyone to avoid causing panic. Apply the solution immediately to minimize troubleshooting time. Consider the most appropriate time to schedule the reconfiguration work and plan how to notify other network users. Disconnect the network to ensure no one is using it before applying the solution.
Correct Answer: Consider the most appropriate time to schedule the reconfiguration work and plan how to notify other network users. Explanation When a solution is likely to disrupt the wider network, it is crucial to plan the implementation carefully. This includes choosing a time that minimizes the impact on users (such as after hours or during low-usage periods) and communicating the planned changes, the expected impact, and the duration of the disruption. This approach helps ensure that the solution is implemented smoothly and with minimal negative impact on network users. Failing to inform relevant stakeholders and users about potential disruptions can lead to confusion, frustration, and a lack of trust. It is important to communicate effectively about planned changes, especially those that may impact network availability, to manage expectations and minimize disruptions. While it may seem efficient to apply a solution immediately, doing so without considering the impact on the wider network and without planning can lead to significant disruptions. It is essential to balance the urgency of the solution with the potential impact on users and services. While ensuring the network is not in use might seem like a way to prevent disruption, abruptly disconnecting the network without prior notification or planning can cause significant issues and data loss for users. It is better to schedule the work during a time of minimal impact and to notify users in advance, rather than cutting off access unexpectedly. References 1.4.1 Network Troubleshooting Methodology 1.4.7 Implement the Solution 1.4.10 Lab: Troubleshooting Methodology
A help desk operator is troubleshooting a site that is no longer responsive. Which of the following is the last step the operator should perform? Document findings Implement solution Determine cause Establish plan of action
Correct Answer: Document findings Explanation The last step in troubleshooting is to document findings. This gives you the opportunity to add a complete description of the problem and its solution, including findings, actions, and outcomes. Implement the solution or escalate as necessary occurs before verification. The technician has to apply the solution first, or there would not be much point in verifying. Testing the theory to determine the cause occurs after establishing the theory. Once confirming the theory, determine the next steps to resolve the problem. If the theory is not confirmed, then re-establish a new theory or escalate. This step is not the final step in the process. After determining the cause, the operator should establish a plan of action to resolve the problem and identify potential effects. This is not the final step in the process. References 1.4.1 Network Troubleshooting Methodology 1.4.9 Document Findings, Actions, and Outcomes 1.4.10 Lab: Troubleshooting Methodology
A system that contains custom applications routinely crashes. IT decides to upgrade the operating system after speaking with application support personnel, and testing the problem. What should IT do next to troubleshoot the issue? Identify the problem. Verify full system functionality and, if applicable, implement preventive measures. Determine if anything has changed. Establish a plan of action.
Correct Answer: Establish a plan of action. Explanation Establishing a plan of action, such as a maintenance window or scheduled downtime to fix an issue, is the best practice. Researching the impacts of any fixes should also be considered. While it is important to take enough time to identify the problem, IT has already identified the problem by speaking with support personnel, and they now need to establish a plan of action in order to resolve the issue. Determining if anything has changed is part of the testing process to see if the identified problem is consistently manifesting itself. IT has already completed this step in the troubleshooting process Verifying full system functionality is useful to identify the results and effects of a solution. It also includes ensuring that the problem is not repeatable and putting possible safeguards and restrictions in place to help prevent further issues. Once again, this is part of the testing process which has already been completed by IT. References 1.4.1 Network Troubleshooting Methodology 1.4.6 Establish a Plan of Action 1.4.10 Lab: Troubleshooting Methodology
A user is unable to print to a network printer. Which of the following is the first step that a technician should take to troubleshoot the issue? Identify the problem. Establish a plan of action to resolve the problem. Establish a theory of probable cause. Implement preventative measures.
Correct Answer: Identify the problem.
Which of the following MOST correctly describes using the divide and conquer approach of the OSI model for troubleshooting network issues? Starting the troubleshooting process at the Physical Layer (Layer 1) and sequentially checking each layer until the Application Layer (Layer 7) is reached Checking all layers of the OSI model simultaneously to quickly identify and resolve network issues without considering the logical order of the layers Focusing solely on the Application Layer (Layer 7) to identify and resolve any software-related issues before considering network infrastructure problems Identifying the most likely layer causing the issue based on symptoms and preliminary information, then working either up or down the OSI model as needed to isolate and resolve the problem
Correct Answer: Identifying the most likely layer causing the issue based on symptoms and preliminary information, then working either up or down the OSI model as needed to isolate and resolve the problem
You are a network technician troubleshooting a connectivity issue in your company's network. After identifying the problem and establishing a theory of probable cause, you have successfully tested your theory and determined the cause of the issue. You have just finished establishing a detailed plan of action to resolve the problem, which includes replacing a faulty network switch that has been causing intermittent connectivity issues for several users. What is the next step you should take according to the CompTIA Network+ troubleshooting methodology? Verify full system functionality by asking users if they are still experiencing issues. Document the problem and the solution in the company's knowledge base. Establish a new theory of probable cause for the connectivity issue. Implement the solution by replacing the faulty network switch. Explanation
Correct Answer: Implement the solution by replacing the faulty network switch. Explanation According to the CompTIA Network+ troubleshooting methodology, after establishing a plan of action to resolve the problem, the next step is to implement the solution. In this scenario, the plan of action involves replacing a faulty network switch that has been identified as the cause of the connectivity issues. Therefore, the correct next step is to proceed with the implementation of this solution. Documenting the problem and the solution is an important step in the troubleshooting process, but it comes after the solution has been implemented and the system's full functionality has been verified. It is not the immediate next step after establishing a plan of action. Verifying full system functionality is an important step, but it comes after implementing the solution. Establishing a new theory of probable cause is a step that would be taken if the initial theory was not confirmed during testing or if the implemented solution did not resolve the problem. Since the scenario indicates that a plan of action has already been established based on a confirmed cause, establishing a new theory is not the appropriate next step. References 1.4.1 Network Troubleshooting Methodology 1.4.7 Implement the Solution 1.4.10 Lab: Troubleshooting Methodology
When you have diagnosed the symptoms of a network issue and know what is likely causing them, what should you do next? Ignore the symptoms and focus on unrelated components. Immediately replace all network components. Test each possible cause until you find the right one. Document the symptoms without further action.
Correct Answer: Test each possible cause until you find the right one. Explanation Testing each possible cause until you find the right one is the correct approach. Once you have identified the symptoms and understood what could be causing them, the next step is to methodically test each possible cause. This process helps in isolating the issue and finding the exact cause, which can then be addressed to resolve the problem. Ignoring the symptoms and focusing on unrelated components is incorrect because ignoring the diagnosed symptoms and focusing on unrelated components would not efficiently lead to identifying and resolving the issue. It's essential to address the symptoms directly to find the root cause. Immediately replacing all network components is not advisable because it is both time-consuming and costly. Without identifying the specific cause of the problem, replacing all components does not guarantee a resolution and could introduce new issues. Documenting the symptoms without further action is an incorrect approach. While documenting the symptoms is an important part of the troubleshooting process, taking no further action will not resolve the issue. The purpose of documentation is to keep a record of the problem and the steps taken to resolve it, not to replace the action of troubleshooting and fixing the problem. References 1.4.4 Establish a Theory of Probable Cause
When verifying a solution to a reported problem, what is the primary goal? To implement additional features unrelated to the problem To change the system's configuration settings To ensure the system functions faster than before To validate that the solution fixes the reported problem without affecting the system's overall functionality
Correct Answer: To validate that the solution fixes the reported problem without affecting the system's overall functionality Explanation The primary goal of verifying a solution is to ensure that the applied fix resolves the reported issue without causing new problems or negatively impacting the system's overall functionality. This involves checking that the system continues to operate normally after the solution is applied. While improving system performance might be a desirable outcome, the primary goal of verifying a solution is to ensure that the specific problem is resolved without negatively impacting the system's overall functionality. Speed enhancement is not the main focus of solution verification. The verification process focuses on ensuring that the applied solution effectively resolves the reported issue. Adding unrelated features does not contribute to verifying the solution's effectiveness and may introduce unnecessary complexity or new issues. Changes to configuration settings are not a systematic approach to problem-solving. Solution verification requires targeted actions to ensure that the specific issue is resolved. Random changes can potentially cause more problems instead of verifying a solution. References 1.4.1 Network Troubleshooting Methodology 1.4.8 Verify the Solution 1.4.10 Lab: Troubleshooting Methodology
What should you do when you discover symptoms of more than one problem while investigating a user's system issue? Focus on the most complex problem first, assuming solving it will automatically resolve the others. Treat each problem as a separate case, even if they seem related. Immediately escalate all discovered problems to a higher-level support team without further investigation. Advise the user to only report the most severe problem to avoid complicating the troubleshooting process.
Correct Answer: Treat each problem as a separate case, even if they seem related. Explanation When multiple problems are discovered, it's important to address each one individually. This approach ensures that each issue is thoroughly investigated and resolved, rather than assuming they are interconnected. Treating each problem separately also helps in documenting and tracking the resolution process more effectively. Focusing on the most complex problem first can lead to oversight of simpler issues that could be resolved quickly, and it assumes a relationship between the problems that may not exist. It's more efficient to evaluate and address each problem on its own merits. Encouraging users to report only the most severe problem can result in minor issues being overlooked, which may escalate into bigger problems over time. It's important for support teams to have a complete understanding of all issues to provide comprehensive solutions. Escalating all problems without initial investigation can overwhelm higher-level support teams and delay the resolution of issues that could have been solved at the first level. Initial investigation can often resolve some issues immediately and provide valuable information for more complex problems that do need escalation. References 1.4.2 Identify the Problem 1.4.3 Identify Problem Symptoms
When trying to identify the cause of a problem, which of the following are key questions to ask? (Select two.) Should we switch to a different software platform? Can the problem be solved by buying new hardware? Incorrect answer: Is the system turned on? Correct Answer: What has changed since it was last working? Correct Answer: Did it ever work?
Correct Answer: What has changed since it was last working? Did it ever work? Explanation The following are the key questions to ask: Did it ever work? Knowing whether the system ever functioned correctly helps to determine if the issue is with the initial setup or configuration, or if something has caused a previously working system to fail. This question helps to narrow down the troubleshooting approach. What has changed since it was last working? Identifying any changes made to the system since it last worked correctly can pinpoint the cause of the problem. Changes could include software updates, hardware modifications, or environmental factors, and are often the root cause of new issues. While asking if the system is turned on is a basic troubleshooting step, it is not a key question for identifying the cause of more complex problems that occur while the system is in use. Asking if the problem can be solved by buying new hardware jumps to a solution without first identifying the cause of the problem. It's important to diagnose the issue before considering solutions, especially costly ones like purchasing new hardware. Asking if you should switch to a different software platform suggests a drastic solution without understanding the root cause of the problem. Switching software platforms can be a significant undertaking and may not address the underlying issue. References 1.4.3 Identify Problem Symptoms
How is identifying the location and scope of a problem helpful in the troubleshooting process? (Select two.) It helps identify the source of the problem. It allows for the immediate resolution of the problem without further analysis. It eliminates the need for gathering further information from users. It automatically resolves any related issues without intervention. It helps prioritize the problem in relation to other incidents.
Correct Answer; It helps identify the source of the problem. It helps prioritize the problem in relation to other incidents.
When troubleshooting network issues using the CompTIA Network+ troubleshooting method, it's important to carry out tasks in a specific order. Drag each trouble shooting task on the left to the correct step on the right.
Identify Establish a theory Test the theory Establish a plan of action Verify functionality Document findings
