Troubleshooting

Question 1

Name the six steps for troubleshooting methodology.

Answer 1

1. Identify the problem
2. Establish a theory of probable cause
3. Test the theory to determine cause
4. Establish a plan of action & implement the solution
5. Verify full system functionality & preventative measures
6. Document finds, actions & outcomes

Question 2

Steps to Identify the problem

Answer 2

1. Question the user about recent changes & perform backup before making a change
2. Ask about infrastructure or environmental changes
3. Review system and application logs

Question 3

Steps in developing a theory of probable cause

Answer 3

1. Conduct internal or external research based on symptoms
2. Use past experience
3. Ask lots of questions

Question 4

Troubleshoot “no connectivity”

Answer 4

Either the computer’s hardware or the network hardware. Check network cabling, network adapter, and configuration of the network adapter.

Question 5

Troubleshoot a PC that is using an APIPA address or Link-Local address instead of a DHCP address.

Answer 5

Check DHCP server is functioning and there are enough reserved IP addresses for all available clients. Check routers are acting as DHCP relay agents. Check PCs networking hardware.

Question 6

Troubleshoot “limited connectivity”

Answer 6

Check user permissions. DNS server can be down or the problem lies w/ the remote source.

Question 7

Troubleshoot “local connectivity only”

Answer 7

Incorrect subnet mask, default gateway, or router problem. Check TCP/IP settings on the PCs NIC

Question 8

Troubleshoot “Intermittent connectivity”

Answer 8

Hardware or software related. If wireless, check for radio frequency inference (RFI)

Question 9

Troubleshoot “IP conflict”

Answer 9

Most common w/ static IP addresses. Change IP address or use command ipconfig /release if using DHCP

Question 10

Troubleshoot “slow transfer speeds”

Answer 10

Caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration.

Question 11

Troubleshoot “Low RF signal”

Answer 11

Long distance between wireless router and client or objects causing obstruction or interference.

Question 12

Troubleshoot “SSID not found”

Answer 12

Either WAP is turned off or the SSID being changed. Reboot WAP and ensure the same SSID is being used.

Question 13

1 long beep followed by a short beep

Answer 13

Motherboard

Question 14

1 long beep followed by 2 short beeps

Answer 14

Video Adapter

Question 15

A single short beep

Answer 15

PC has cleared the POST and is booting up

Question 16

3 long beeps

Answer 16

Keyboard

Question 17

No beeps

Answer 17

CPU Failure