Question 1
Troubleshooting Issue One
Suppose you receive a phone call from a client in Sales who cannot print a report on a printer in the Research and Development department. The report is from a database created on a server located at headquarters. The client tells you that other members of the Sales department are able to print to the Research and Development department. You check the printer and you are able to send a test page to the Research and Development department printer. Which of the following would be the most appropriate first step in troubleshooting this issue?
A. Unplug the printer from the wall electrical outlet and then plug it back in
B. Remotely reboot the database server at headquarters
C. Reset the router by power cycling it
D. Have the user verify printer network properties
Question 2
Troubleshooting Issue One
Suppose you receive a phone call from a client in Sales who cannot print a report on a printer in the Research and Development department. The report is from a database created on a server located at headquarters. The client tells you that other members of the Sales department are able to print to the Research and Development department. You check the printer and you are able to send a test page to the Research and Development department printer. Which of the following pieces of information given in the issue description might indicate where the problem lies?
A. B. Other employees in Sales can print to the printer
B. The computer can access the headquarters database server
C. Research and Development clients can print to the Sales printer
D. You can print to the Research and Development printer
Question 3
Troubleshooting Issue One
Suppose you receive a phone call from a client in Sales who cannot print a report on a printer in the Research and Development department. The report is from a database created on a server located at headquarters. The client tells you that other members of the Sales department are able to print to the Research and Development department. You check the printer and you are able to send a test page to the Research and Development department printer. Which combination of steps would be the most effective approach to troubleshooting this issue?
A. Verify printer accessible through local network, verify PC network connectivity, verify access to server, and verify access to corporate database
B. Verify printers work at corporate headquarters, verify network equipment closet has power, and verify local printer is turned on
C. Verify computer IP configuration is correct, verify PC network connectivity, and verify that the PC has correct printer configuration
D. Verify printer has paper, verify network configuration is correct on the computer, and verify that headquarters servers are connected to the network
Question 4
Troubleshooting Issue One
Suppose you receive a phone call from a client in Sales who cannot print a report on a printer in the Research and Development department. The report is from a database created on a server located at headquarters. The client tells you that other members of the Sales department are able to print to the Research and Development department. You check the printer and you are able to send a test page to the Research and Development department printer. In 2-3 paragraphs, summarize how you would troubleshoot and solve this issue based on the information given in the scenario and on your answers to the above questions. You must write in paragraph form and explain why you selected the answers to the above questions.
Question 5
Troubleshooting Issue Two
Suppose you receive a phone call from a client in Inventory Control who cannot access a database on a server located in headquarters. You learn that the client can access both the internet and the printer in the Inventory Control department. The user states that she also cannot access her email or resources in other departments. Which of the following questions would be most helpful to a PC technician in troubleshooting the issue?
A. Can other clients from Inventory Control access resources in headquarters?
B. Can you use Firefox to access the internet?
C. When was the last time you changed your password?
D. Can you access resources in the Sales department?
Question 6
Troubleshooting Issue Two
Suppose you receive a phone call from a client in Inventory Control who cannot access a database on a server located in headquarters. You learn that the client can access both the internet and the printer in the Inventory Control department. The user states that she also cannot access her email or resources in other departments. Which combination of steps would be the most effective approach to troubleshooting the issue?
A. Reboot all computers and network devices in Inventory Control, wait for all network devices to synchronize, and reboot servers in headquarters
B. Verify IP address settings on computers in Inventory Control, verify connectivity to router, and verify information in router routing table
C. Verify that servers in headquarters are operational, recycle headquarter router, and verify that Inventory Control workstations are linked to headquarters
D. Restart all routers, verify that all routers are synchronized, verify that network equipment closet has power, and verify that servers are turned on
Question 7
Troubleshooting Issue Two
Suppose you receive a phone call from a client in Inventory Control who cannot access a database on a server located in headquarters. You learn that the client can access both the internet and the printer in the Inventory Control department. The user states that she also cannot access her email or resources in other departments. In 2-3 paragraphs, summarize how you would troubleshoot and solve this issue based on the information given in the scenario and on your answers to the above questions. You must write in paragraph form and explain why you selected the answers to the above questions.
Question 8
Troubleshooting Issue Three
Suppose you receive a phone call from a client in Research and Development who cannot log on to the company servers. Upon further questioning, you determine that the client cannot access the internet. In addition, the IP address is 169.254.99.2. You first verify that the DHCP is functional. Which of the following questions would be most helpful to a PC technician as the next step in troubleshooting the issue?
A. Have any changes been made to the computer?
B. What are the IP address configuration settings?
C. Have there been changes to the DHCP server?
D. Are there network issues on the Inventory Control router?
Question 9
Troubleshooting Issue Three
Suppose you receive a phone call from a client in Research and Development who cannot log on to the company servers. Upon further questioning, you determine that the client cannot access the internet. In addition, the IP address is 169.254.99.2. Which combination of steps would be the most effective approach to troubleshooting this issue?
A. Verify that routers are accessible through local network, verify that PC IP address settings are set to manual, and verify access to the router
B. Verify that servers work at corporate headquarters, verify that network equipment closet has power, and verify that the DHCP server is functional
C. Verify that IP address configuration is set to automatic, reboot routers, and wait for network devices to synchronize
D. Verify that the DHCP server has available IP addresses in the scope, verify that IP address configuration is set to automatic, and verify that clients can access the DHCP server
Question 10
Troubleshooting Issue Three
Suppose you receive a phone call from a client in Research and Development who cannot log on to the company servers. Upon further questioning, you determine that the client cannot access the internet. In addition, the IP address is 169.254.99.2. In 2-3 paragraphs, summarize how you would troubleshoot and solve this issue based on the information given in the scenario and on your answers to the above questions. You must write in paragraph form and explain why you selected the answers to the above questions.