Network+ Guide to Networks, 5th Edition Chapter 13 Solutions

Review Questions

1. You are working at the help desk and 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 user name and password and try replicating the problem. When you can successfully log on to the network with his user name and password from your help desk workstation, which of the following causes can you rule out?

d. None of the above

2. Which of the following symptoms probably points to a physical connectivity problem?

c. A group of users complain that they cannot log on to the network.

3. 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 user error is not the problem's cause, what is the next thing you check?

d. Her workstation's wireless connection configuration

4. 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?

c. A manager in the Sales Department complains that none of her 112 salespeople across the country can connect to the company’s VPN.

5. You have recently resolved a problem in which a user could not print to a particular shared printer by upgrading her workstation's client software. Which of the following might be an unintended consequence of your solution?

b. The user is no longer able to log on to the network.

6. To help you identify the area affected by a problem, which of the following questions might provide the answers you need?

c. How many users have similar symptoms?

7. 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. All users on a network are unable to retrieve e-mail.

8. Suppose a user...