Which of the following is a tool that can tell you where a cable break is on a copper cable?

1. (p. 556) Which of the following is a tool that can tell you where a cable break is on a copper cable? 
A. cable tester
B. TDR
C. certifier
D. OTDR

2. (p. 556) Which of the following is a tool that can tell you if a cable can handle its rated amount of capacity?
A. cable tester
B. TDR
C. certifier
D. OTDR

3. (p. 556) Which of the following is a tool that can tell you if there's a continuity problem or if a wire map isn't correct?
A. cable tester
B. TDR
C. certifier
D. OTDR

4. (p. 556) Which of the following is a tool that can tell you where a cable break is on a fiber cable?
A. cable tester
B. TDR
C. certifier
D. OTDR

5. (p. 404) A good one of these will give you Application, Session, Transport, Network, and Data Link layer information from every frame traveling through your network.
A. voltage event recorder
B. protocol analyzer
C. certifier
D. cable tester

6. (p. 556) Which of the following is a tool that you can use to make UTP cables?
A. TDR
B. OTDR
C. cable stripper
D. butt set

7. (p. 557) Which tool do you use to tap into a 66-block or 110-block to see if a particular line is working?
A. TDR
B. OTDR
C. cable stripper
D. butt set

8. (p. 557) Which of the following is a tool that positions UTP wires into a 66- or 110-block?
A. TDR
B. punchdown tool
C. cable stripper
D. butt set

9. (p. 558) Which of the following is a software tool you would use to discover just where a problem exists when you have problems reaching a remote system?
A. nslookup
B. ping
C. ipconfig
D. tracert

10. (p. 560) Which of the following commands can you use to diagnose DNS problems on a Windows computer?
A. nslookup
B. ping
C. ipconfig
D. dig

11. (p. 560) This command is not available on Windows, but on a computer running Linux or Mac OS X, this command will let you diagnose DNS problems.
A. nslookup
B. ping
C. ipconfig
D. dig

12. (p. 561) This command keeps running, providing a dynamic trace of the route a packet is taking. It is not available in Windows.
A. mtr
B. route
C. routetraceroute
D. ping

13. (p. 562) This Windows-only program must be run with a switch (such as -n) and lets you see the NetBIOS names of systems on your Windows network (it will also see SAMBA systems).
A. nslookup
B. netstat
C. nbtstat
D. hostname

14. (p. 562) This tool displays information on the current status of all running IP processes, showing what sessions are active, and shows more information when run with certain switches.
A. nslookup
B. netstat
C. nbtstat
D. hostname

15. (p. 562) This type of tool, also called a protocol analyzer, intercepts and logs network packets.
A. certifier
B. arping
C. packet sniffer
D. port scanner

16. (p. 563) This type of tool probes ports on another system, and logs the state of the scanned ports.
A. certifier
B. arping
C. packet sniffer
D. port scanner

17. (p. 559) What systems can use the arping command? (Select all that apply.)
A. Windows
B. Mac OS X
C. Linux
D. UNIX
E. B, C, and D

18. (p. 560) Which of the following is included in the output from the arping command?
A. "bytes="
B. "time<"
C. "Unicast reply from "
D. "global options:"

19. (p. 560) Which of the following commands displays lines that include both the IP address and MAC address of the target system?
A. ping
B. nslookup
C. arping
D. mtr

20. (p. 561) Which of the following commands displays the metrics for each router?
A. nslookup
B. routetraceroute
C. route
D. mtr

21. (p. 559) When you run the ipconfig command, what switch must you use if you wish to see detailed information?
A. /release
B. /all
C. /renew
D. /allcompartments

22. (p. 561) When you run the route command, what switch must you use if you wish to see the current routing table on your computer?
A. display
B. show all
C. screen
D. print

23. (p. 562) When you run the nbtstat command, what switch must you use if you wish to see the NetBIOS names on the local network?
A. /display
B. /n
C. -n
D. -r

24. (p. 562) When you run the netstat command, what switch must you use if you wish to see the current routing table on your computer?
A. /display
B. /n
C. -n
D. -r

25. (p. 562) What will display when you run netstat without any switches?
A. current sessions
B. local routing table
C. NetBIOS names
D. DNS server names

26. (p. 562) Which of the following appear in the output from the netstat command when the command is run without switches? (Select all that apply.)
A. proto
B. foreign address
C. local address
D. state
E. A, B, C, and D

27. (p. 567-568) Which of the following is a problem you would want to escalate? (Select all that apply.)
A. inability of user to log in
B. switching loop
C. broadcast storm
D. route problems
E. B, C, and D

28. (p. 558-559) Which of the following is a software tool that is built into operating systems? (Select all that apply.)
A. port scanner
B. ipconfig
C. packet sniffer
D. traceroute
E. both B and D

29. (p. 558) Which of the following is a type of third-party network troubleshooting tool? (Select all that apply.)
A. port scanner
B. ipconfig
C. packet sniffer
D. traceroute
E. both A and C

30. (p. 559) What command contains information about physical NICs and virtual NICs (tunnel adapters)?
A. ping
B. route
C. ipconfig
D. dig

31. (p. 572) What is another term for a switching loop?
A. routing loop
B. ARP loop
C. bridging lop
D. broadcast loop

32. (p. 565) Which of the following is the first step in troubleshooting?
A. establish a theory of probable cause
B. identify the problem
C. implement and test the solution
D. test the theory to determine cause

33. (p. 573) Which protocol will help prevent downtime due to failures on the default gateway?
A. HSRP
B. OSPF
C. BGP
D. RIP v2

34. (p. 558) Which of the following commands enable you to determine if a connection can be made between two computers?
A. traceroute
B. route
C. arp
D. dig

35. (p. 565) All of the following help to identify a problem during the troubleshooting process EXCEPT:
A. identify symptoms
B. determine if anything has changed
C. determine next steps to resolve problem
D. question users

36. (p. 565) All of the following are considered good troubleshooting steps EXCEPT:
A. identify the problem
B. implement and test the solution and escalate as necessary
C. test the theory to determine cause
D. change multiple factors at once to quickly determine the cause

True / False Questions
 

37. (p. 555) Cabling problems are common, and can occur long after a successful installation.
FALSE

38. (p. 556) When a cable is not broken, but it's not moving data the way it should, use a certifier.
TRUE

39. (p. 557) Only a certifier can tell you how much voltage is on the line.
FALSE

40. (p. 559) To view the TCP/IP configuration in Windows run the ifconfig command.
FALSE

41. (p. 560) The hostname command will show you the NetBIOS names of the other computers on your network.
FALSE

42. (p. 564) There are many reliable reference guides to troubleshooting every possible network problem.
FALSE

43. (p. 573) A VPN is a classic example of a situation in which Proxy ARP is used.
TRUE

44. (p. 566) The inability to log in to a network is always a user error.
FALSE

45. (p. 571) Two common causes of a slow response from a server are a problem with a connection to the server or a problem with the server itself.
TRUE

46. (p. 574) Documentation is only required in the case of a very complicated solution with many steps.
FALSE

47. (p. 558) Tracert is an application that enables you to determine whether a connection can be made between two computers.
TRUE

48. (p. 565) The second step in a troubleshooting checklist would be to identify the problem.
FALSE

49. (p. 565) Documenting the findings, actions, and outcomes is the last step in a troubleshooting methodology.
TRUE

50. (p. 572) A switching loop is also known as a bridging loop.
TRUE

51. (p. 573) Hot Standby Router Protocol (HSRP) is a Cisco-only feature.
TRUE

Fill in the Blank Questions
 

52. (p. 555) Broken cables don't create _______________ problems; they make _______________ disconnects.
intermittent; permanent

53. (p. 555) The requirements of the _______________ define the tools a network tech uses.
job

54. (p. 556) If you believe your server room has been experiencing problems with electricity, such as having the power turned off overnight or during weekends, connect a(n) _______________ to the power source in the equipment room to record changes in the voltage.
voltage event recorder

55. (p. 556) Place a(n) _______________ in the equipment room to detect and record fluctuations in temperature.
temperature monitor

56. (p. 556) Heat and power problems manifest as _______________ network problems.
intermittent

57. (p. 557) Use a(n) _______________ to test the voltage and resistance of a cable.
multimeter

58. (p. 559) If the ping command will not work at all, try the _______________ command, which does not use the ICMP protocol.
arping

59. (p. 557) As you prepare to secure the wiring into a 110-block, you reach for your _______________ tool.
punchdown

60. (p. 557) The best tool for testing continuity is a(n) _______________; use a(n) _______________ as a fallback when you don't have the first tool.
cable tester, multimeter

61. (p. 557) A(n) _______________ and _______________ pair will help you locate a particular cable.
tone probe; tone generator

62. (p. 559) The tool to use on a Windows computer to view the IP settings is _______________.
ipconfig or ipconfig/all

63. (p. 559) The tool to use on a Linux computer to view the IP settings is _______________.
ifconfig

64. (p. 560) _______________ is a simple command you can use to see the name of the computer on which you run it.
hostname

65. (p. 561) If you wish to see or modify your local computer's routing table, enter the _______________ command:
route

66. (p. 560) The ARping command has the word _______________ in its output.
"ARping"

67. (p. 562) Open a command prompt and run the _______________ command (including the switch) to see the NetBIOS names of computers on the local network.
nbtstat -n

68. (p. 563) Using a(n) _______________, hackers can probe from the network to see if your computer is vulnerable to attack.
port scanner

69. (p. 562-563) Wireshark is an example of a(n) _______________, a tool that intercepts and logs network packets.
packet sniffer

70. (p. 561) The output from the _______________ command includes columns labeled "Network Destination," "Netmask," "Gateway," "Interface," and "Metric."
route

71. (p. 410) The output from the _______________ command includes a Type column in which items are "Unique" or "Group."
nbtstat

72. (p. 562) The output from the _______________ command contains columns labeled "Proto," "Local Address," Foreign Address," and "State."
netstat

73. (p. 560) The output from the _______________ command includes lines beginning with "Reply from " and ending the TTL value.
ping

74. (p. 565) The first step in troubleshooting network problems is to _______________.
identify the problem

75. (p. 565) The second step in troubleshooting network problems is to _______________.
establish a theory of probable cause

76. (p. 565) The third step in troubleshooting network problems is to _______________.
test the theory to determine cause

77. (p. 556) A certifier lets you test a cable to see if it can handle its rated amount of _______________.
capacity

78. (p. 559) The ping command uses the _______________ protocol to test the connectivity between two computers.
ICMP

79. (p. 561) When working on a Linux system, dynamically test the path between that system and another using the _______________ command.
mtr

80. (p. 559) The _______________ command has output that includes the term "eth0."
ifconfig

81. (p. 566) A(n) _______________ question requires a yes or no answer.
close-ended

82. (p. 568) In troubleshooting, if a theory is not confirmed, re-establish a new theory or __________.
escalate the issue

83. (p. 567) _______________ is a part of the "Establish a theory of probable cause" step of the troubleshooting process.
questioning the obvious

84. (p. 558) __________ is an application that allows you to determine if there is a connection between two computers.
traceroute

85. (p. 572) A(n) _______________ is an issue similar to a switching loop.
bridging loop

86. (p. 573) __________ is a Cisco-only feature used to prevent downtime due to a failure on your default gateway.
HSRP

Essay Questions
 

87. (p. 556) Describe a wire map problem. 

A wire map problem occurs when one or more of the wires in a cable do not connect to the proper location on the jack or plug.

88. (p. 556) How can a wire map problem occur? 

You can cause a wire map problem by improperly crimping a cable.

89. (p. 555-556) Describe at least three scenarios that a tech would define as a "broken" cable. 

Any combination of the following answers (three minimum) is adequate.
An open circuit in which one or more wires in a cable is not connected from one end of the cable to the other, causing the signal to lack continuity.
One or more of the wires in a cable connects to another wire, causing a short.
One or more of the wires in a cable does not connect to the proper location on the jack or plug.
The electrical signal bleeds from one wire pair to another (crosstalk), creating interference.
The cable is picking up noise, usually caused by faulty hardware or poorly crimped jacks.
If cables of different types are connected, the flow of electrons is not uniform, causing a unique type of electrical noise called an echo. This is an impedance mismatch.

90. (p. 556-557) When should you consider using a protocol analyzer? 

Use a protocol analyzer when you need to see the data on the network to solve the problems. For instance, looking at the Session layer may tell you what program is trying to start a session and not getting an answer. You can use a protocol analyzer to see if there is an excess of a certain type of traffic.

91. (p. 557) Of the tools you use for troubleshooting networks, what is unique about a multimeter, and in what way does it play a secondary role? 

A multimeter is the only tool for testing how much voltage is on a line, but it plays a fallback role for continuity testing when you don't have a cable tester handy.

92. (p. 4557) Describe the relationship between a tone probe and a tone generator. 

A tone probe and a tone generator must be used together to locate the ends of a particular cable.

93. (p. 559) Explain the relationship between ping and ICMP. 

Internet Control Message Protocol (ICMP) is the protocol that ping uses, sending single-packet ICMP messages.

94. (p. 559) What command can you use in place of ping if ICMP is blocked? 

You can use the arping command in place of ping if ICMP is blocked.

95. (p. 559) What is a limit of arping that is not a limit of the ping command? 

Arping uses an ARP command, and as such, cannot cross routers. Ping can cross routers, as long as ICMP is not blocked.

96. (p. 560) Of the two commands, nslookup and dig, which is the more powerful command, and what limitations might you find on using it in many organizations? 

Of the two commands, dig is the more powerful command, but it can only be used on UNIX, Linux, and Mac machines, since it does not run on Windows.

97. (p. 558 and 561) Compare traceroute and mtr. 

While both traceroute and mtr will help you diagnose where a problem lies by tracing the route of a packet through all hops, traceroute is a snapshot, while mtr is dynamic, and keeps running.

98. (p. 561) Describe a possible limitation in running mtr on the computers in most business networks. 

A possible limitation of running mtr on computers in most business networks is that it will not run on Windows computers.

99. (p. 566) Compare the experience of troubleshooting a computer in person and hands-on, as opposed to talking to the user of the computer over the phone. 

When troubleshooting a computer in person, you can rely on your own observations, whereas doing the same over the phone is difficult because you must ask appropriate questions based on the user's ability level, which you may or may not be able to accurately access,

100. (p. 565) No matter how complex a troubleshooting process, what is true about troubleshooting? 

No matter how complex a troubleshooting process, it can be broken down into simple steps.

101. (p. 565) List the basic troubleshooting steps. 

Identify the problem.
Establish a theory of probable cause.
Test the theory to determine cause.
Create an action plan and solution identifying potential effects.
Implement and test the solution and escalate as necessary.
Verify full system functionality and, if applicable, implement preventative measures.
Document findings, actions, and outcomes.

102. (p. 565) What are two basic rules of troubleshooting (one is similar to the Hippocratic Oath)? 

First, do no harm, and second, always make good backups.

103. (p. 566) When troubleshooting a computer problem by talking to a user over the telephone, when would close-ended questions (requiring yes or no answer) be most appropriate? 

When troubleshooting a computer problem over the telephone, close-ended questions are most appropriate when you know you are talking to aperson who is technically oriented.

104. (p. 566) When troubleshooting a computer problem by talking to a user over the telephone, when would open-ended questions (requiring the user to answer in their own words) be most appropriate? 

When troubleshooting a computer problem over the telephone, open-ended questions are most appropriate when you know you are talking to a person who is not technically oriented. This would allow him or her to describe what is going on.

105. (p. 566) How might you best determine whether a problem is isolated to one user or is network-wide? 

To determine if a problem is isolated to one user or is network-wide, you can go to the user's computer and attempt to replicate the problem doing exactly what the user did. If the problem does not occur, then it may be something the user did wrong. If the problem does occur, you still need to determine the scope, so go to another machine and try the same thing. If the problem occurs from another computer, you are one step closer to discovering the scope, although this still does not mean that it is a network-wide problem. Further testing on other computers will be required.

106. (p. 566) Explain the troubleshooting step in which you establish whether anything has changed. 

By establishing whether anything has changed since the computer or network worked correctly, you may be able to determine the event or agent of the problem.

107. (p. 567) How can logs help in troubleshooting? 

Checking system or hardware logs for events or warnings that may have caused the symptoms will help isolate a problem.

108. (p. 567) What one intangible is most helpful to you in establishing the most probable cause of a problem? 

The one intangible that is most helpful in establishing the most probable cause of a problem is experience.

109. (p. 572) Define escalation and explain its role in troubleshooting. 

Escalation means to inform other parties about a problem in order to receive guidance or, alternatively, to pass the job on to someone who has responsibility for the device or the area that is the probable cause of the problem.

110. (p. 568) Explain the value and use of an action plan. 

For all but the simplest problems, you should create an action plan in which you define how you are going to fix the problem, determine the consequences of any changes you plan to make to the network, and plan how to avoid causing disruptions.

111. (p. 568) What should you do once you have isolated the cause of a problem? 

Once you believe you have isolated the cause of a problem, you should test your solution. If you came up with several possible solutions, try only one at a time, testing after each change.

112. (p. 569) Explain how documentation fits into a troubleshooting scenario. 

Documentation is the last, but arguably the most important step in troubleshooting. You should document the problem, its symptoms, and the solution, including the steps you took to solve the problem as well as steps you needed to take due to the consequences of any changes you made to systems or the network. This documentation can be part of the knowledge base, used either to prevent the same problem from occurring, where possible, or as a roadmap for solving the same or similar problem in the future.

113. (p. 570) If a user is having a problem logging in to a company intranet, what test can you make from another computer on the network to determine if the user's computer is up, the TCP/IP protocol is working, and the system is connected to the network? 

You could ping the other computer over the network. If it is successful, then the computer is up, the TCP/IP protocol is working, and the system connects to the network.

114. (p. 570) If the test you performed for the scenario in Question 27 fails, what should your next step be? 

If the ping test failed, then you would need to check the cables and NIC using cable testers or loopback devices, and verify that TCP/IP was correctly configured using ipconfig.

115. (p. 570) A user calls to say that she cannot access an Internet Web site. From your computer, also within the same private network as the user, you ping the Internet Web site by IP address, which is successful, but when you try to ping by FQDN, it fails. What would be your next step? 

My next step would be to troubleshoot DNS. In this case, since both computers on the private network have the same problem, I would first compare the IP configuration on both systems. In most cases, since they are on the same private network, they would have the same DNS server address. I would then ping the DNS server address, and the backup DNS server, if there is one. If pinging the DNS server failed, then I would escalate the problem to whomever is responsible for the DNS servers, which may be someone within the company, or it could be the responsibility of the ISP.

116. (p. 572-573) List the specific networking problem situations that CompTIA suggest you should escalate to people responsible or knowledgeable in the problem areas. 

The areas CompTIA suggests you should escalate include broadcast storms, switching loops, route problems, routing loops, and proxy ARP.

117. (p. 573) Describe the Hot Standby Router Protocol (HSRP). 

If you want to prevent downtime due to a failure on your default gateway, you should consider buying Cisco routers with Hot Standby Router Protocol (HSRP). This Cisco-only feature enables you to configure two or more routers, one router acting as the primary router and one or more routers acting as backup routers. If the primary router fails, one of the backup routers automatically takes over. The power of HSRP is transparency and quick response. When your routers are properly configured, your users will never know if the primary router fails.

118. (p. 565) Describe the actions involved in identifying a problem during troubleshooting. 

Gather information, identify symptoms, question users, and determine if anything has changed.

119. (p. 565) Describe what can be done when testing a theory to determine the cause of a problem. 

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

120. (p. 558-562) Name at least two command-line tools that can be used to determine connectivity to another host. 

Tracert, ping, traceroute, pathping, arping.

121. (p. 569) What is the last, and possibly most important, step in the troubleshooting process? 

Document findings, actions, and outcomes.