Quiz 4A: Explain Network Troubleshooting Methodology

Who is typically the first source of information when identifying a network problem?

• Senior technicians

• Users or other technicians

• Vendor support sites

• System documentation

What is the purpose of implementing the solution during troubleshooting?

• To document findings and outcomes

• To escalate the problem to senior technicians

• To validate the reported problem

• To resolve the reported problem

When should you consider escalating a problem during troubleshooting?

• When the problem is trivial

• When you have determined the root cause

• When the solution is obvious

• When the problem is beyond your knowledge or ability

What technique is recommended to identify symptoms during troubleshooting?

• Make a physical inspection

• Avoid using diagnostic software

• Skip duplicating the problem

• Ignore the user's input

What is the primary purpose of a ticket system during troubleshooting?

• To escalate all problems to senior technicians

• To document findings, actions, and outcomes

• To gather information from users

• To validate potential solutions

What is the first step in the troubleshooting process?

• Duplicate the problem

• Identify symptoms

• Establish a theory of probable cause

• Gather information

What is the primary purpose of identifying symptoms during troubleshooting?

• To make assumptions about the problem

• To correlate facts and clues with known causes

• To avoid gathering information from users

• To escalate the problem to senior technicians

What is the purpose of the divide and conquer approach in troubleshooting?

• To drill down into the root cause

• To start with the most likely cause

• To escalate the problem to senior technicians

• To avoid validating each layer of the OSI model

What should be the next step after establishing a theory of probable cause during troubleshooting?

• Gather more information

• Implement the solution

• Verify full system functionality

• Document findings

What should you do if you cannot prove the cause of a problem during troubleshooting?

• Revert the system to its baseline configuration

• Develop and test a new theory or escalate the problem

• Implement the solution immediately

• Ignore the problem and move on