1. After a problem is defined, what is the next step in the seven-step troubleshooting process?
- gather information
- analyze information
- propose hypothesis
- eliminate possible causes
Explanation: The seven-step troubleshooting process starts with defining the problem; then, the next step is to gather information, followed by analyzing the data. The process proceeds with eliminating possible causes, proposing a hypothesis, testing the hypothesis, and ending with solving the problem and documenting the solution.
2. Which two types of problems are best investigated with a bottom-up troubleshooting method? (Choose two.)
- problems involving an issue not seen before
- problems involving cabling
- problems involving software installed on end systems
- problems involving routing tables
- problems involving subnet addressing
Explanation: The bottom-up troubleshooting starts at Layer 1 and works its way up the model stack to Layer 7 or until the problem is identified. This approach is best for Layer 1 issues, such as cabling or hardware, and for new problems that have not been experienced before.
3. Which command will provide information that is useful for mapping a network?
- show CDP neighbors
- show ip interfaces brief
- show running-config
- show inventory
Explanation: If CDP is enabled on devices, the show CDP neighbors command can help map the network by providing information about neighbors such as the hostname of the neighbor, the port from which the neighbor is reached, the port on the neighbor device that it is gone through, the device type of the neighbor, and the hardware platform of the neighbor.
4. Which IEEE WLAN standard supports Wi-Fi 6 and Wi-Fi 6E?
- 802.11ax
- 802.11n
- 802.11ac
- 802.11g
Explanation: The most recent WLAN standard is 802.11ax, which includes the specifications for Wi-Fi 6 and Wi-Fi 6E.
5. What information could be determined from a network baseline?
- the areas in the network that are under utilized
- the layout of the components in the network
- the operational status of network device interfaces
- the number of hops between source and destination devices
Explanation: A baseline is created to establish a regular network or system performance to determine the state of a network under normal conditions. It can identify areas in the network that are underutilized.
6. A network technician troubleshoots a user’s PC problem and launches the Task Manager to gather more information. What information can the technician gather from the Task Manager output?
- the processes currently running on the PC
- the devices configured on the PC
- the errors that have occurred on the PC
- the drivers installed on the PC
Explanation: The Task Manager tool can assist in troubleshooting issues on a Windows PC by displaying the applications and processes that are currently running.
7. Which Cisco IOS command is used to determine the path of IP packets through the network?
- traceroute
- telnet
- show ip route
- ping
Explanation: Traceroute is a command-line tool for tracing an IP packet’s path across routed networks.
8. A user reports that the computer occasionally loses connectivity to the wireless network. The technician checks the configuration on the user’s computer and then replaces the wireless access point with a known good one. What structured troubleshooting method is the technician using to solve the problem?
- Comparison
- Bottom-up
- Divide-and-Conquer
- Substitution
Explanation: The technician replaces a suspected bad piece of equipment with a known-good one. This represents the Substitution method of troubleshooting.
9. Which question enables the technician to determine the scope of a network issue reported by a user?
- Are other users in your area experiencing the same issue?
- Are you seeing any error messages when the problem occurs?
- Is the problem one that you have experienced before?
- Have you added any new applications recently?
Explanation: It is important to determine how many users are affected to find the scope of a problem. This helps the technician determine if the problem is isolated to one computer, office, floor, or network.
10. What is an example of a targeted, closed-ended question?
- What operating system is installed on your computer, Windows, Linux, or macOS?
- What types of error messages did you see when you experienced the issue?
- What steps did you take to attempt to solve the issue before reporting it?
- What can you tell me about how you discovered this issue?
Explanation: A closed-ended question can be answered with a simple factual answer. In this case, the computer’s operating system is a factual answer that can only have a few possible answers.
11. Which two platforms use the ifconfig command to verify interface IP configuration? (Choose two.)
- Linux
- mac OS
- Windows
- Cisco
Explanation: The ifconfig command can be used with both Linux and MAC OS to display interface IP configuration information.
12. Which router IOS command displays the equivalent system information as many different show commands and is useful for troubleshooting a router?
- show tech-support
- show version
- show running-config
- show cdp neighbors detail
Explanation: The show tech-support command automatically runs more than 40 show commands and can produce a very large amount of output that is useful for technicians troubleshooting a router.
13. What is the main reason to establish an initial network performance baseline?
- to determine normal traffic volume and behavior on the network
- to eliminate bottlenecks and congestion affecting performance
- to limit the number of devices attached to the network
- to reduce the need to monitor traffic after making network changes
Explanation: One of the main reasons to establish an initial network performance baseline is to identify the average traffic volume and conditions on the network. Network baselines compare performance before and after network changes and identify abnormal traffic types or volumes.
14. Which two wireless network standards operate in both the 2.4 and 5 GHz frequency spectrums? (Choose two.)
- 802.11a
- 802.11g
- 802.11n
- 802.11ac
- 802.11ax
Explanation: The 802.11 wireless standards 802.11n and 802.11ax can operate in both the 2.4 and 5GHz frequency spectrums. The 802.11a and 802.11ac standards only operate in the 5GHz spectrum, and 802.11g only operates in the 2.4GHz spectrum.
15. Which type of network documentation would a technician use to determine the IP addresses and subnets configured in the network?
- logical topology map
- physical topology map
- three-layer design model diagram
- cloud service architecture diagram
Explanation: A logical topology map shows the IP addresses and subnets configured on the network. A physical topology map shows the location and connections to each equipment in the network. The three-layer design model shows the components of a network’s access, distribution, and core layers. A cloud architecture diagram visually documents an organization’s enterprise cloud computing services.