1.4.11 Lesson Review

When you have diagnosed the symptoms of a network issue and know what is likely causing them, what should you do next? •Immediately replace all network components. •Document the symptoms without further action. •Ignore the symptoms and focus on unrelated components. •Test each possible cause until you find the right one.

Test each possible cause until you find the right one.

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 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 •Asking if they have experienced this issue before

Asking them to describe what they were doing when the issue occurred

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? •Ensure that the workstation's firewall settings are not blocking internet access. •Check the Ethernet cable and the network interface card (NIC) for any physical damage or disconnection. •Confirm that the workstation is obtaining a valid IP address from the DHCP server. •Verify that the web browser settings on the workstation are correctly configured.

Check the Ethernet cable and the network interface card (NIC) for any physical damage or disconnection.

What is the recommended action when applying a solution that is disruptive to the wider network during troubleshooting? •Consider the most appropriate time to schedule the reconfiguration work and plan how to notify other network users. •Proceed with the solution without informing anyone to avoid causing panic. •Apply the solution immediately to minimize troubleshooting time. •Disconnect the network to ensure no one is using it before applying the solution

Consider the most appropriate time to schedule the reconfiguration work and plan how to notify other network users.

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? •Establish plan of action •Determine cause •Implement solution •Document findings

Document findings

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? •Verify full system functionality and, if applicable, implement preventive measures. •Determine if anything has changed. •Identify the problem. •Establish a plan of action.

Establish a plan of action.

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. •Implement preventative measures. •Establish a plan of action to resolve the problem. •Establish a theory of probable cause.

Identify the problem.

Which of the following MOST correctly describes using the divide and conquer approach of the OSI model for troubleshooting network issues? •Focusing solely on the Application Layer (Layer 7) to identify and resolve any software-related issues before considering network infrastructure problems •Checking all layers of the OSI model simultaneously to quickly identify and resolve network issues without considering the logical order of the layers •Starting the troubleshooting process at the Physical Layer (Layer 1) and sequentially checking each layer until the Application Layer (Layer 7) is reached •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

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? •Establish a new theory of probable cause for the connectivity issue. •Document the problem and the solution in the company's knowledge base. •Verify full system functionality by asking users if they are still experiencing issues. •Implement the solution by replacing the faulty network switch.

Implement the solution by replacing the faulty network switch.

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. There are 7 steps containing: •Establish a plan of action. •Identify the problem. •Test the theory to determine the cause. •Document findings, actions, and outcomes. •Establish a theory of probable cause. •Implement the solution or escalate. •Verify full system functionality.

Step 1: Identify the problem. · Step 2: Establish a theory of probable cause. · Step 3: Test the theory to determine the cause. · Step 4: Establish a plan of action. · Step 5: Implement the solution or escalate. · Step 6: Verify full system functionality. · Step 7: Document findings, actions, and outcomes.

When verifying a solution to a reported problem, what is the primary goal? •To change the system's configuration settings •To implement additional features unrelated to the problem •To validate that the solution fixes the reported problem without affecting the system's overall functionality •To ensure the system functions faster than before

To validate that the solution fixes the reported problem without affecting the system's overall functionality

What should you do when you discover symptoms of more than one problem while investigating a user's system issue? •Advise the user to only report the most severe problem to avoid complicating the troubleshooting process. •Focus on the most complex problem first, assuming solving it will automatically resolve the others. •Immediately escalate all discovered problems to a higher-level support team without further investigation. •Treat each problem as a separate case, even if they seem related.

Treat each problem as a separate case, even if they seem related.

Before escalating a troubleshooting problem, what should you be able to do? (Select two.) •Immediately escalate the problem without attempting any troubleshooting. •Wait for the problem to resolve itself before taking any action. •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.

•Establish the basic facts surrounding the problem. •Be able to communicate the basic facts clearly to the person to whom you are referring the incident.

How is identifying the location and scope of a problem helpful in the troubleshooting process? (Select two.) ###answer### •It eliminates the need for gathering further information from users. •It automatically resolves any related issues without intervention. •It helps identify the source of the problem. •It helps prioritize the problem in relation to other incidents. •It allows for the immediate resolution of the problem without further analysis.

•It helps identify the source of the problem. •It helps prioritize the problem in relation to other incidents.

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? •Is the system turned on? •What has changed since it was last working? •Can the problem be solved by buying new hardware? •Did it ever work?

•What has changed since it was last working? •Did it ever work?