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Ch13 Troubleshooting Network Problems
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67
Computer Networking
06/20/2013

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Term
To help you identify the area affected by a problem, which of the following question might provide the answers you need?
A. How many users have similar problems?
B. Does the problem occur at the same time every day?
C. When did the problem first occur?
D. How frequently does the problem occur?
Definition
A. How many users have similar problems?
Term
_____ is one of the most important aspects to consider when looking at how a problem solution might affect users and network functionality.
A. Scalability
B. Cost
C. Scope
D. Security
Definition
C. Scope
Term
_____ is a fundamental property of wire that depends on a wire's molecular structure and size.
A. Resistance
B. Voltage
C. Impedance
D. Current
Definition
A. Resistance
Term
_____ are often considered third-level support.
A. Administrators
B. Help desk coordinators
C. Help desk analysts
D. Technical specialists
Definition
B. Help desk coordinators
D. Technical specialists
Term
You have been asked to help solve a problem that suddenly appeared on your company's network. All data transmission has slowed to a crawl. You suspect a DoS attack or a broadcast storm. Which of the following tools would help you determine the source of either of these problems?
A. Butt set
B. OTDR
C. Protocol analyzer
D. Cable continuity tester
Definition
C. Protocol analyzer
Term
_____ are frames that are not actually data frames, but aberrations caused by a device misinterpreting stray voltage on the wire.
A. Runts
B. Jabbers
C. Ghosts
D. Giants
Definition
C. Ghosts
Term
Which of the following tools can be used to analyze network traffic?
A. ping sweep
B. port mapper
C. port scanner
D. packet sniffer
Definition
D. packet sniffer
Term
To take advantage of network monitoring and analyzing tools, the network adapter installed in the machine running the software must support _____ mode.
A. static
B. continuous
C. promiscuous
D. open
Definition
C. promiscuous
Term
As a help desk analyst, or first-level support technician, which of the following calls are you most likely to escalate to second-level support personnel?
A. A manager in the Human Resources Department complains that all the document templates he saved to the file server appear to be missing.
B. A user from the Accounting Department complains that she can't log onto the company's file server.
C. A manager in the Sales Department complains that none of her 112 sales people across the country can connect to the company's VPN.
D. A user from the Research Department complains that for the last five hours he has not been able to send or receive e-mail from his smartphone.
Definition
C. A manager in the Sales Department complains that none of her 112 sales people across the country can connect to the company's VPN.
Term
Which of the following frequently results in negative frame sequence checks?
A. Noise
B. Excessive nodes on a segment
C. Improper flow control
D. Excessive segment length
Definition
A. Noise
Term
Suppose a user on your organization's network has changed the subnet mask value in his network interface's TCP/IP properties. Which of the following symptoms might he report when he calls the help desk?
A. He cannot print to a shared printer on the network.
B. He cannot connect to the Internet.
C. He cannot save a document to the network's file server.
D. All of the above
Definition
D. All of the above
Term
You have decided to take a break from your position at a telephone company's helpdesk and accompany a field technician to learn how to troubleshoot local loops. Which of the following tools will help you verify that a line is receiving dial tone from the CO (central office)?
A. Sniffer
B. OTDR
C. Butt set
D. TDR
Definition
C. Butt set
Term
Before using a network monitor or protocol analyzer on a network, it is important to know what _____ on your network normally looks like.
A. jabber
B. current
C. runts
D. traffic
Definition
D. traffic
Term
A _____ usually results from a bad NIC.
A. giant
B. ghost
C. runt
D. jabber
Definition
D. jabber
Term
If a host gets a link-local address only, this may indicate a possible problem with:
A. WINS
B. NetBIOS
C. DNS
D. DHCP
Definition
D. DHCP
Term
A _____ can be used to intercept a telephone conversation.
A. butt set
B. network monitor
C. protocol analyzer
D. sniffer
Definition
A. butt set
Term
Which of the following should be checked when a host can be pinged by its IP address but not by its domain name?
A. DHCP configuration
B. cable connection
C. activity LED on the NIC
D. DNS configuration
Definition
D. DNS configuration
Term
You are troubleshooting a connectivity problem that you believe is related to a faulty cable between a switch and a punch-down block. However, in the disorganized telecommunications closet, it seems impossible to determine which cable belongs to the switch by simply looking at the punch-down block. You decide to use a tone generator and locator to find the cable. Where will you issue the tone?
A. At the end of the cable connected to the switch's uplink port
B. At the punch-down block, near where you think the switch's cable might be
C. At the end of the cable connected to the switch's management port
D. At the end of the cable that connects the workgroup punch-down block with the entrance facility punch-down block
Definition
A. At the end of the cable connected to the switch's uplink port
Term
_____ packets exceed the medium's maximum packet size.
A. Giant
B. Jabber
C. Runt
D. Ghost
Definition
A. Giant
Term
A _____ system is a process that provides support personnel with a centralized means of documenting changes to the network.
A. change management
B. asset management
C. release management
D. change document
Definition
A. change management
Term
Which of the following is an example of a network change that could cause only one group of workstations out of the dozen workgroups in your organization to lose connectivity to a local file server?
A. A new backup device is installed and attached to the main file server.
B. The organization upgrades its backbone to 1-Gigabit Ethernet.
C. The organization changes its main Internet connection from one carrier to another.
D. The configuration on a switch in the communications closet is upgraded.
Definition
D. The configuration on a switch in the communications closet is upgraded.
Term
Promiscuous mode: (Select 2)
A. tells the device to ignore the data unless the data is addressed to that device
B. allows a computer to read data addressed to other computers on the network
C. can only be used with devices that are part of wired networks
D. is used for packet sniffing
Definition
B. allows a computer to read data addressed to other computers on the network
D. is used for packet sniffing
Term
A _____ is a tool that can assess the quality of the wireless signal.
A. quality analyzer
B. signal analyzer
C. function analyzer
D. spectrum analyzer
Definition
D. spectrum analyzer
Term
Which of the following symptoms may point to a faulty switch port?
A. A user can send e-mail but can't pick it up.
B. A group of users consistently experiences delays on the network only at 8:00 a.m. on weekdays.
C. A user can save files to a network drive, but receives errors when trying to save files on his hard disk.
D. Twelve users in one department complain that they cannot log on to the network.
Definition
A. A user can send e-mail but can't pick it up.
Term
A _____ is a software-based tool that continually monitors network traffic from a server or workstation attached to the network.
A. sniffer
B. multimeter
C. protocol analyzer
D. network monitor
Definition
D. network monitor
Term
Which of the following are wire identification / cable location tools? (Select 2)
A. transceiver
B. repeater
C. tone probe
D. multimeter
E. tone generator
Definition
C. tone probe
E. tone generator
Term
You are troubleshooting a problem that you suspect is caused by an Internet gateway failure. Assuming your organization relies on only one Internet gateway, which of the following symptoms would lead you to focus on that gateway as the source of the problem?
A. Workstations on one segment are experiencing slow response when using collaboration software on the LAN.
B. All users on a network are unable to retrieve e-mail.
C. Some workstations on a segment cannot run the same application from the file server.
D. Some users on a segment are receiving errors when they attempt to print to any printer.
Definition
B. All users on a network are unable to retrieve e-mail.
Term
Which of the following tools could you use to determine whether a user's workstation is transmitting packets in the proper Ethernet frame type for your network?
A. continuity tester
B. multimeter
C. tone generator and tone locator
D. protocol analyzer
Definition
D. protocol analyzer
Term
_____ are often considered first-level support.
A. administrators
B. help desk coordinators
C. help desk analysts
d. network specialists
Definition
C. help desk analysts
Term
You are helping a user who cannot connect to the Internet from her wireless workstation on your company's LAN. After determining that she is the only user having this problem, and that she is not causing the problem, what should you check next?
A. her workstation's wireless connection configuration
B. the cabling between her department's switch and the LAN backbone
C. her workgroup's access point
D. her segment's router interface
Definition
A. her workstation's wireless connection configuration
Term
While working at the help desk, you take a call from a user who cannot log on to the network. After verifying that this user is the only person affected, you ask for his username and password and try replicating the problem. You successfully log on to the network with his username and password from your help desk workstation. Which of the following causes can then you rule out?
A. user error
B. faulty cabling between the user's workstation and the wall jack
C. improper protocol configuration on his workstation
D. none of the above
Definition
D. none of the above
Term
Suppose a client's NIC was set to transmit data in half-duplex mode, while the switch port to which it was attached was configured for full-duplex mode. Which of the following are likely symptoms of this problem?
A. excessive normal collisions
B. giants
C. excessive late collisions
D. cross talk
Definition
C. excessive late collisions
Term
Which of the following tools would you use to verify that your new cable meets Cat 6a standards?
A. continuity tester
B. cable performance tester
C. network monitor
D. tone generator and tone locator
Definition
B. cable performance tester
Term
What function of a wireless network testing tool measures the amount of interference on a certain channel within a frequency band?
A. network monitor
B. spectrum analyzer
C. site selector
D. protocol analyzer
Definition
B. spectrum analyzer
Term
You are using your wireless LAN connection to copy documents to a shared folder on your company's file server, when suddenly the connection stalls out. You check your wireless connection status, which indicates that you are still associated with your AP. Next, you run a protocol analyzer program on your workstation, which indicates an excessive number of lost or dropped packets between your workstation and the AP. Which of the following causes could be at fault?
A. another user is attempting to log on under your username
B. the access point has lost power
C. a source of excessive EMI has been introduced
D. another AP has been added to the network
Definition
C. a source of excessive EMI has been introduced
Term
You are troubleshooting a fiber-optic connection on your 1-Gigabit LAN backbone. You suspect one of your fiber cross-connects is dirty, resulting in poor performance over the backbone. What tool will help you determine the location of the dirty cross-connect?
A. multimeter
B. sniffer
C. network monitor
D. OTDR
Definition
D. OTDR
Term
After your Internet service provider makes some changes in the way they connect to their network service provider, your organization's connection to a customer's Web site becomes noticeably slower. Which of the following troubleshooting tools helps you identify the number of hops between your office and the customer's Web site?
A. netstat
B. dig
C. ping
D. traceroute
Definition
Term
baseline
Definition
A record of how a network operates under normal conditions (including its performance, collision rate, utilization rate, and so on). Baselines are used for comparison when conditions change.
Term
butt set
Definition
A tool for accessing and testing a telephone company's local loop. The butt set, also known as a telephone test set or lineman's handset, is essentially a telephone handset with attached wires that can be connected to local loop terminations at a demarc or switching facility.
Term
cable performance tester
Definition
A troubleshooting tool that tests cables for continuity, but can also measure cross talk, attenuation, and impedance; identify the location of faults; issue pass/fail ratings for wiring standards; and store or print cable testing results.
Term
cable tester
Definition
Another term for a cable checker or continuity tester. The term cable tester, however, is a general term that also includes more sophisticated tools that can measure cable performance.
Term
call tracking system
Definition
A software program used to document technical problems and how they were resolved (also known as help desk software).
Term
change management system
Definition
A process or program that provides support personnel with a centralized means of documenting changes made to the network.
Term
continuity tester
Definition
An instrument that tests whether voltage (or light, in the case of fiber-optic cable) issued at one end of a cable can be detected at the opposite end of the cable. A continuity tester can indicate whether the cable will successfully transmit a signal.
Term
escalate
Definition
In network troubleshooting, to refer a problem to someone with deeper knowledge about the subject. For example, a first-level support person might escalate a router configuration issue to a second- or third-level support person.
Term
first-level support
Definition
In network troubleshooting, the person or group who initially fields requests for help from users.
Term
ghost
Definition
A frame that is not actually a data frame, but rather an aberration caused by a device misinterpreting stray voltage on the wire. Unlike true data frames, ghosts have no starting delimiter.
Term
giant
Definition
A packet that exceeds the medium's maximum packet size. For example, any Ethernet packet that is larger than 1518 bytes is consider a giant.
Term
help desk analyst
Definition
A person who's proficient in basic (but not usually advanced) workstation and network troubleshooting. Help desk analysts are part of first-level support.
Term
help desk coordinator
Definition
A person who ensures that help desk analysts are divided into the correct teams, schedules shifts at the help desk, and maintains the infrastructure to enable analysts to better perform their jobs. They might also serve as third-level support personnel, taking responsibility for troubleshooting a problem when the second-level support analyst is unable to solve it.
Term
jabber
Definition
A device that handles electrical signals improperly, usually affecting the rest of the network. A network analyzer will detect a jabber as a device that is always retransmitting, effectively bringing the network to a halt. A jabber usually results from a bad NIC. Occasionally, it can be caused by outside electrical interference.
Term
late collision
Definition
A collision that takes place outside the normal window in which collisions are detected and redressed. Late collisions are usually caused by a defective station (such as a card or transceiver) that is transmitting without first verifying line status or by failure to observe the configuration guidelines for cable length, which results in collisions being recognized too late.
Term
local collision
Definition
A collision that occurs when two or more stations are transmitting simultaneously. Excessively high collision rates within the network can usually be traced to cable or routing problems.
Term
multimeter
Definition
A simple instrument that can measure multiple characteristics of an electric circuit, including its resistance and voltage.
Term
negative frame sequence check
Definition
The result of the CRC (cyclic redundancy check) generated by the originating node not matching the checksum calculated from the data received. A high number of (nonmatching) CRCs usually results from excessive collisions or a station transmitting bad data.
Term
network monitor
Definition
A software-based tool that monitors traffic on the network from a server or workstation attached to the network. Network monitors typically can interpret up to Layer 3 of the OSI model.
Term
ohmmeter
Definition
A device used to measure resistance in an electric circuit.
Term
OTDR (optical time domain reflectometer)
Definition
A performance testing device for use with fiber-optic networks. An OTDR works by issuing a light-based signal on a fiber-optic cable and measuring the way in which the signal bounces back (or reflects) to the OTDR. By measuring the length of time it takes the signal to return, an OTDR can determine the location of a fault.
Term
promiscuous mode
Definition
The feature of a network adapter that allows it to pick up all frames that pass over the network - not just those destined for the node served by the card.
Term
protocol analyzer
Definition
A software package or hardware-based tool that can capture and analyze data on a network. Protocol analyzers are more sophisticated than network monitoring tools, as they can typically interpret data up to Layer 7 of the OSI model.
Term
spectrum analyzer
Definition
A tool that assesses the characteristics (for example, frequency, amplitude, and the effects o interference) of wireless signals.
Term
TDR (time domain reflectometer)
Definition
A high-end instrument for testing the qualities of a cable. It works by issuing a signal on a cable and measuring the way in which the signal bounces back (or reflects) to the TDR. Many performance testers rely on TDRs.
Term
tone generator
Definition
A small electronic device that issues a signal on a wire pair. When used in conjunction with a tone locator, it can help locate the termination of a wire pair.
Term
tone locator
Definition
A small electronic device that emits a tone when it detects electrical activity on a wire pair. When used in conjunction with a tone generator, it can help locate the termination of a wire pair.
Term
voltage event
Definition
Any condition in which voltage exceeds or drops below predefined levels.
Term
voltage event recorder
Definition
A device that, when plugged into the same outlet that will be used by a network node, gathers data about the power that outlet will provide the node.
Term
voltmeter
Definition
A device used to measure voltage (or electrical pressure) on an electrical circuit.