1. 1) What should a network administrator do first after receiving a call from a user who cannot access the company
web server?
Reboot the web server.
Replace the NIC of the computer.
Ask the user to log off and log on again.
* Ask the user what URL has been typed and what error message displays.
2) A customer called the cable company to report that the Internet connection is unstable. After trying several
configuration changes, the technician decided to send the customer a new cable modem to try. What troubleshooting
technique does this represent?
top-down
bottom-up
* substitution
trial-and-error
divide-and-conquer
3) Only one workstation on a particular network cannot reach the Internet. What is the first troubleshooting step if the
divide-and-conquer method is being used?
Check the NIC, and then check the cabling.
* Check the workstation TCP/IP configuration.
Test all cables, and then test layer by layer up the OSI model.
Attempt to Telnet, and then test layer by layer down the OSI model.
4) Which two troubleshooting techniques are suitable for both home networks and large corporate networks?
(Choose two.)
having a backup ISR
running network monitoring applications
* documenting the troubleshooting process
* keeping a record of system upgrades and software versions
keeping spare switches, routers, and other equipment available
5) Identify two physical-layer network problems. (Choose two.)
* hardware failure
software configuration
devices not able to ping
* loose cable connections
device driver configuration
6) Which ipconfig command requests IP configuration from a DHCP server?
ipconfig
ipconfig /all
* ipconfig /renew
ipconfig /release
7) What command is used to determine the location of delay for a packet traversing the Internet?
ipconfig
netstat
nslookup
ping
* tracert
8) What command is used to determine if a DNS server is providing name resolution?
ipconfig
netstat

2. * nslookup
tracert
9) Which troubleshooting method begins by examining cable connections and wiring issues?
top-down
* bottom-up
substitution
divide-and-conquer
10) A technician suspects that a Linksys integrated router is the source of a network problem. While troubleshooting,
the technician notices a blinking green activity LED on some of the ports. What does this indicate?
Self-diagnostics have not completed.
The power supply is the source of the problem.
* The ports are operational and are receiving traffic.
The ports are operational, but no traffic is flowing.
There are no cables plugged into those ISR ports.
The ports have cables plugged in, but they are not functional.
11) A PC is plugged into a switch and is unable to connect to the network. The UTP cable is suspected. What could
be the problem?
A straight-through cable is being used
The connectors at both ends of the cable are RJ-45.
The RJ-45 connectors are crimped onto the cable jacket.
* A crossover cable is being used.
12)
Refer to the graphic. What configuration is incorrect in the network shown?
The host IP address is incorrect.
The host subnet mask is incorrect.
The host default gateway is incorrect.
* The wired connection is the wrong type of cable.
The Linksys integrated router does not support wireless.
13) Which three settings must match on the client and access point for a wireless connection to occur? (Choose
three.)
* SSID
* authentication

3. MD5 checksum
antennae type
* encryption key
MAC address filters
14) A technician is troubleshooting a security breach on a new wireless access point. Which three configuration
settings make it easy for hackers to gain access? (Choose three.)
configuring NAT
* broadcasting the SSID
* using open authentication
enabling MAC address filters
* using the default internal IP address
using DHCP to provide IP addresses
15)
Refer to the graphic. The wireless host cannot access the Internet, but the wired host can. What is the problem?
* The host WEP key is incorrect.
The host IP address is incorrect.
The host subnet mask is incorrect.
The host default gateway is incorrect.
The integrated router internal IP address is incorrect.
The integrated router Internet IP address is incorrect.
16)

4. Refer to the graphic. What configuration is incorrect in the network shown?
* The host IP address is incorrect.
The host subnet mask is incorrect.
The host default gateway is incorrect.
The wired connection is the wrong type of cable.
The Linksys integrated router does not support wireless.
17) When acting as a DHCP server, what three types of information can an ISR provide to a client? (Choose three.)
physical address
MAC address
* default gateway
static IP address
* dynamic IP address
* DNS server address
18) What two items could be checked to verify connectivity between the router and the ISP? (Choose two.)
* router status page
wireless card settings
router operating system version
local host operating system version
* connectivity status as indicated by LEDs
19) A technician is unsuccessful in establishing a console session between a PC and a Linksys integrated router.
Both devices have power, and a cable is connected between them. Which two troubleshooting steps could help to
diagnose this problem? (Choose two.)
* Ensure the correct cable is used.
Ensure the SSID is the same on both devices.
Ensure both devices have the same IP address.
Ensure both devices have different subnet masks.
Ensure the encryption type on both devices match.
* Ensure the link status LED on the integrated router is lit.
20) Network baselines should be performed in which two situations? (Choose two.)
* after the network is installed and running optimally
after a virus outbreak is discovered on the network
* after major changes are implemented on the network
after several computers are added to the network
at the end of the work week
21) Typically, help desk personnel assist end users in which two tasks? (Choose two.)
* identifying when the problem occurred
determining if other users are currently logged into the computer
updating network diagrams and documentation
* implementing the solution to the problem
running a network baseline test
determining the cost of fixing the problem

5. 22) How does remote-access software help in the troubleshooting process?
Remote access uses a live chat feature.
Users have to be present so that they can view LEDs and change cables if necessary.
* Diagnostics can be run without a technician being present at the site.
FAQs can be consulted more easily.
23) Which two items should be added to the documentation following a troubleshooting event? (Choose two.)
* final resolution
repetitive measures
number of people involved in the problem
accurate current network infrastructure diagrams
* results of successful and unsuccessful troubleshooting steps