CompTIA Network+ 23-27

What is the first step in the troubleshooting methodology?

Identify the Problem by gathering information from the user, identifying changes, and performing backups if applicable.

What techniques can be used to gather information during the first step of troubleshooting?

Ask the user to describe the issue, inquire about error messages, determine if others are affected, and check for recent changes.

Why is it important to perform backups before troubleshooting?

Backups ensure data safety, especially when replacing hardware or making configuration changes, and help restore data in case of unintended consequences.

What is the second step in the troubleshooting methodology?

Establish a Theory of Probable Cause by questioning the obvious and conducting research based on observed symptoms.

What is the goal of establishing a theory of probable cause?

To guess the problem based on symptoms, severity, and initial questioning of end users.

What should be considered when establishing a theory of probable cause?

Consider if the issue is hardware, software, operating system, application, or driver-related.

What is meant by 'Probable Cause' in troubleshooting?

The most likely reason for an issue among all possible causes, starting with the most likely one.

What are some methods of conducting internal research during troubleshooting?

Use system documentation, logs, diagnostic tools, and physically inspect the machine for clues.

What are the three troubleshooting approaches mentioned?

Top-to-bottom Approach, Bottom-up Approach, and Divide and Conquer Approach.

What is the purpose of Step 3 in the troubleshooting methodology?

To test the theory to determine the cause of the problem.

What should be done if the theory is confirmed during testing?

Determine the next steps to resolve the problem.

What should be done if the theory is not confirmed during testing?

Establish a new theory based on observed symptoms.

What tools can be used to test a new theory?

Tools like a volt meter can be used to measure voltage or other relevant metrics.

What are the possible outcomes after testing a theory?

Theory Confirmed (proceed to fix the issue) or Theory Not Confirmed (come up with a new theory and test it).

What should be done if the problem requires skills or authority beyond the technician's capabilities?

Escalate the issue to the relevant team or higher-tier support.

What is the tiered support structure in troubleshooting?

Tier 1 - Basic problem-solving, Tier 2 - More advanced problem-solving, Tier 3 - Subject matter experts (SMEs) and system administrators.

What is the purpose of Step 4 in the troubleshooting methodology?

Establish a Plan of Action to solve the underlying probable cause identified in previous steps.

What should be done if a fix requires a part replacement or policy change?

Escalate to the relevant team or higher-tier support.

What is the importance of collaboration and knowledge sharing during troubleshooting?

To communicate with other technicians to avoid duplication of efforts and learn from others' experiences.

What is the Divide and Conquer Approach in troubleshooting?

Start from a midpoint in the OSI model, test for issues, and determine if the problem lies above or below that point.

What is the Top-to-Bottom Approach in troubleshooting?

Start from layer seven (application layer) of the OSI model and work down to layer one, checking each layer for issues.

What is the Bottom-up Approach in troubleshooting?

Start from layer one (physical layer) and work up to layer seven, checking each layer for issues.

What should be documented during the troubleshooting process?

What has already been tried to avoid repeating unsuccessful steps.

What is the significance of testing a theory without making configuration changes?

It helps confirm the cause of the problem without risking further complications.

What are the two main options for addressing a problem in repair?

Replace or create a workaround.

What considerations should be taken into account when deciding between repair and replacement?

Repair costs versus replacement costs, organizational guidelines, temporary solutions for critical issues, and cost-effective solutions for temporary needs.

What is the purpose of Step 5 in implementing a solution?

To devise a plan detailing resources, time, and cost associated with the solution.

What should be identified during the implementation of a solution?

Impacts on other users or systems.

What examples are provided for actions taken during Step 5?

Rebooting servers, updating systems, and replacing hardware.

What should be done if changes to the plan are needed during implementation?

Seek reauthorization for any changes.

What is a critical consideration when rebooting servers?

It can impact authentication and access across the organization.

What should be done in Step 6: Verify System Functionality?

Ensure the resolution effectively addresses the root cause and prevents future issues.

What is the verification process in Step 6?

Confirm the resolution addresses the original problem, check replaced components, ensure normal system function, inspect for additional damage, and review logs.

What preventative measures can be implemented after resolving issues?

Educate users on secure practices and enforce policies.

What role does a technician play in preventing future issues?

Ensure system functions as well as or better than before and collaborate with management on preventative measures.

What should be documented in Step 7: Troubleshooting Documentation?

Findings, actions taken, and outcomes.

What is the purpose of a trouble ticketing system?

To document problems, assignments, actions taken, and solutions.

What is the benefit of having an internal knowledge base?

To store troubleshooting steps and lessons learned.

What is the purpose of Frequently Asked Questions (FAQs) in support?

To contain support articles based on common user questions.

What should be checked after implementing a solution?

Ensure system functions normally post-resolution.

What should be done with disabled or uninstalled software after resolution?

Verify that it remains inactive.

What should be reviewed for abnormalities after a solution is implemented?

Logs and diagnostic tools.

What can be proposed to management to address recurring issues?

Policy changes.

What is the ultimate goal of implementing preventative measures?

To prevent future issues through education and policy enforcement.

What is the first step in the troubleshooting process?

Identify the problem.

What is the last step in the troubleshooting process?

Verify full system functionality.

What is the purpose of documenting findings in troubleshooting?

To help new technicians learn from past experiences, facilitate trend analysis, and justify resource needs based on workload.

What types of systems can be used for documentation in troubleshooting?

Any system that allows for documentation of findings, actions, and outcomes.

Name three examples of tools used for documentation in troubleshooting.

Freshdesk, Jira, HelpScout, and Intercom.

What should be done as soon as problems are identified during troubleshooting?

Document findings immediately.

How should documentation be updated during troubleshooting?

Update documentation as troubleshooting progresses and regularly for larger problems.

What was identified through ticket analysis in the trend analysis example?

A trend in password reset requests.

What was the result of implementing a self-service password reset option?

A 90% reduction in password-related tickets.

What was the resource justification example related to?

Increased ticket volume due to new systems without user training, justifying the need for more help desk staff.

What is the importance of adequate resources in troubleshooting?

It is crucial for efficient support.

What are some hardware tools used in troubleshooting?

Snips and Cutters, Cable Strippers, Cable Crimpers, Cable Testers, Multitester, and Wire Maps.

What is the function of cable strippers?

To remove the outer jacket and insulation from cables for connector attachment.

What do cable crimpers do?

Attach connectors to cable ends.

What do cable testers verify?

Continuity and proper pinouts of cables, ensuring no breaks.

What is the purpose of a multitester in troubleshooting?

It supports various cables and connectors for testing.

How do wire maps function in troubleshooting?

They work like a cable tester to diagnose issues in twisted pair Ethernet cables.

What is an open pair in twisted pair Ethernet cables?

It occurs when one or more conductors in the pair are not connected on one of the pins at either end of the cable.

What is a Shorted Pair in networking?

Occurs when conductors of a wire pair are connected to each other at any location within the cable.

What does Short Between the Pairs refer to?

Conductors of two wires in different pairs are connected at any location within the cable.

What is a Reverse Pair?

Two wires in a single pair are connected to the opposite pins of that pair on the other end of the cable.

Define Cross Pair.

Both wires of one color pair are connected to the pins of a different color pair on the opposite end.

What is a Split Pair?

A wire from one pair is split away from the other and crosses over into an adjacent pair.

What is the function of Cable Certifiers?

Determine cable category, data throughput, length, and other characteristics.

What do Multimeters measure?

Check voltage, amperage, and resistance of copper cables.

What is the purpose of Punchdown Tools?

Terminate wires on punchdown blocks and strip excess insulation.

What do Tone Generators/Toner Probes do?

Generate tones on one end of a connection for cable tracing, helping to locate cables inside walls.

What is the function of Loopback Adapters?

Create a loopback for testing connectivity using transmit and receive pairs, differing for Ethernet and Fiber.

What do Time Domain Reflectometers (TDR) locate?

Locate breaks in copper cables and estimate the distance to the break.

What is the purpose of Optical Time Domain Reflectometers (OTDR)?

Locate breaks in fiber optic cables and measure loss.

What do Fiber Light Meters measure?

Measure attenuation in fiber optic cables.

What is the function of Fusion Splicers?

Permanently join two fiber optic cables together, using LED for multimode and laser for single mode fiber.

What are TAPS used for?

Copy or split packets for analysis, security, or network management.

What do Spectrum Analyzers measure?

Measure signal amplitude and frequency variation within a spectrum.

What is the purpose of Wi-Fi Analyzers?

Conduct wireless surveys to ensure proper coverage and prevent overlap between wireless access point coverage zones.

What information do Wi-Fi Analyzers display?

SSID, signal strength, and channel information.

What do Protocol Analyzers do?

Capture and analyze signals and data traffic over a communication channel.

Name some examples of Protocol Analyzers.

Wireshark, Ethereal, Protocol expert, Netasyst, Observer, LanHound, EtherPeek.

What is a Packet Capturing Tool?

A tool used to capture data packets for analysis.

What is the purpose of packet capturing tools like Wireshark and tcpdump?

They capture packets running over a network connection in real time and save them for later analysis.

What are some tools used for capturing network packets?

Wireshark, tcpdump, WinDump, PRTG Network Monitor, SolarWinds, NetworkMiner.

How do bandwidth speed testing tools assist in network management?

They measure real-world throughput across a network to determine if internet or local area network performance is adequate.

What is the function of port scanners in network management?

They determine which ports are open on a network and reveal open, closed, or filtered ports.

Name two examples of port scanners.

Nmap and SolarWinds Port Scanner.

What is the purpose of NetFlow analyzers?

They monitor, troubleshoot, and analyze traffic flow data, helping with capacity planning and resource usage optimization.

What do IP scanners do?

They search for and detect IP addresses and devices on a network.

List some tools that can be used as IP scanners.

Nmap, Free IP Scanner, IP Address Manager, PRTG Network Monitor, Angry IP Scanner.

What command is used in Windows to display TCP/IP network configuration values?

ipconfig.

What does the command 'ipconfig /all' display?

Detailed TCP/IP configuration including hostname, network adapter model, physical address (MAC), DHCP status, and lease times.

What is the Unix/Linux equivalent of the Windows 'ipconfig' command?

ifconfig.

What does the command 'ifconfig -a' do?

Displays all interfaces, including inactive ones, with detailed information.

What is the modern replacement for the 'ifconfig' command in Unix/Linux?

The 'ip' command.

What command would you use to assign a static IP address to an interface in Unix/Linux?

ip a add [ip_address] dev [device].

What does the 'ping' command do?

It checks connectivity between two devices and is commonly used in network troubleshooting.

How does the 'traceroute' command function?

It displays the path between your device and its destination, showing source and destination IP addresses for each hop.

What is the purpose of the 'nslookup' command?

It queries the Domain Name System (DNS) for mapping domain names to IP addresses or other DNS records.