Troubleshooting IssuesScenario
Suppose you have been hired by a SNHUConsulting, a leader in information technology. Widget Wonders is a worldwide leader in widgets. It is building a state-of-the-art facility to manufacture and distribute the next generation of widgets. SNHUConsulting has been retained to implement information technology on the expansion project.

The new facility for Widget Wonders will be the main manufacturing and distribution center in the United States. The network in the distribution center will connect to the main network located at headquarters. The various departments in the distribution center, the number of employees, and the hardware and software deployed are listed below:

· Sales (50 employees): touchscreen laptops running Windows 8, Office 2013, MySQL, and security software

· Manufacturing (45 employees): desktop PCs running Windows 7, Office 2013, and security software

· Inventory Control (30 employees): laptops running Windows 8, Office 2013, MySQL, and security software

· Research and Development (20 employees): iMac computers running OS X Mountain Lion, MS Office for Mac, AutoCAD for Mac, and security software

· MIS (5 employees): desktop PCs running Windows 8, Office 2013, administrative tools, and security software
Access points and switches are used to connect the various departments. All printers are network printers connected to switches. Routers and firewalls have been implemented to provide network protection and to connect the manufacturing facility to headquarters. As part of the expansion team, you will troubleshoot problems that occur during and shortly after implementation. Widget Wonders utilizes new technology in its operations while keeping an eye on the budget. The widget industry is very competitive, and company assets must be protected from rival companies. Use this information when completing your exam.

Question 1

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?

Unplug the printer from the wall electrical outlet and then plug it back in

Remotely reboot the database server at headquarters

Reset the router by power cycling it

Have the user verify printer network properties

15 points
Question 2

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 pieces of information given in the issue description might indicate where the problem lies?

Other employees in Sales can print to the printer

The computer can access the headquarters database server

Research and Development clients can print to the Sales printer

You can print to the Research and Development printer

15 points

Question 3

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 combination of steps would be the most effective approach to troubleshooting this issue?

Verify printer accessible through local network, verify PC network connectivity, verify access to server, and verify access to corporate database

Verify printers work at corporate headquarters, verify network equipment closet has power, and verify local printer is turned on

Verify computer IP configuration is correct, verify PC network connectivity, and verify that the PC has correct printer configuration

Verify printer has paper, verify network configuration is correct on the computer, and verify that headquarters servers are connected to the network

15 points

Question 4

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. 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.
45 points
Question 5

1. 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?

Can other clients from Inventory Control access resources in headquarters?

Can you use Firefox to access the internet?

When was the last time you changed your password?

Can you access resources in the Sales department?
15 points

Question 6

1. 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?

Reboot all computers and network devices in Inventory Control, wait for all network devices to synchronize, and reboot servers in headquarters

Verify IP address settings on computers in Inventory Control, verify connectivity to router, and verify information in router routing table

Verify that servers in headquarters are operational, recycle headquarter router, and verify that Inventory Control workstations are linked to headquarters

Restart all routers, verify that all routers are synchronized, verify that network equipment closet has power, and verify that servers are turned on

15 points
Question 7

1. 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.
45 points
Question 8

1. 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?

Have any changes been made to the computer?

What are the IP address configuration settings?

Have there been changes to the DHCP server?

Are there network issues on the Inventory Control router?

15 points
Question 9

1. 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?

Verify that routers are accessible through local network, verify that PC IP address settings are set to manual, and verify access to the router

Verify that servers work at corporate headquarters, verify that network equipment closet has power, and verify that the DHCP server is functional

Verify that IP address configuration is set to automatic, reboot routers, and wait for network devices to synchronize

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

15 points
Question 10

1. 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.