System Administration Chapter 17 Quiz
1). ______________ questions are designed to elicit additional information.
a. Narrative
b. Pointed
c. Open-ended
d. Inquisitive
e. Closed-ended
2). With __________________ questions, you are looking for a specific answer.
a. narrative
b. pointed
c. open-ended
d. inquisitive
e. closed-ended
3). The accounts payable department in your company employs ten people. These ten people share one laser
printer that is located in a common area within the office. One of the users has called the help desk to report that
she cannot print on this laser printer. Given the following options, which is the most likely area to start your
troubleshooting efforts?
a. the printer
b. the print server
c. the printer cabling
d. the user’s workstation
e. the user’s e-mail account
4). Two weeks ago, the IT staff applied a new service pack to 50 computers running the Windows 2000
Professional operating system. Today, a user of one of these workstations reported that his computer locks up
while checking e-mail. You have received no other calls concerning problems with e-mail. Given this
information, which of the following statements best describes where to start troubleshooting the problem?
a. the service pack installation
b. the e-mail application
c. the e-mail server
d. the user’s workstation
e. the user’s network password
5). In which of the following cases would it not be desirable to recreate a problem the user is experiencing?
a. if it requires reinstalling software
b. if the user objects
c. if it would cause a loss of data
d. if it is lunch time
e. if it would force you to work overtime
6). The help desk has received numerous calls from users reporting that they are unable to access the Internet.
Based on initial troubleshooting efforts you believe that either the router or WAN connection is down. Which of
the following steps would be the most logical place to start?
a. PING the router.
b. Replace the router.
c. Call your WAN provider.
d. Replace the network card in one of the computers.
e. PING the local computer.
7). Most ______________ are simple text files that can be viewed through a text editor such as Notepad.
a. event files
b. log files
c. event viewers
d. system notes
e. system events
8). During the week, users have reported intermittent problems accessing the network. Based on their
complaints, you feel that the DNS server is the culprit. Of the following solutions, which would be the most
logical at this point?
a. Run the fdisk utility and rebuild the server.
b. Remove the DNS server service from the server and reinstall it.
c. Remove the DHCP service from the server and reinstall it.
d. Restart the server.
e. Delete and rebuild the DNS database.
9). While troubleshooting a computer failure, you determined that the computer’s power supply has failed.
Since you do not have a power supply in stock, you will have to order one from the manufacturer. The
estimated delivery time is ten days. What provision should you make for the user?
a. Arrange for the user share a computer with another employee.
b. Supply the user with an older, functioning computer that is in stock.
c. Commercially purchase the user a new computer.
d. Arrange for the user to work nights so she will have access to someone else’s computer.
e. Make the user take vacation time.
10). A ________________ is a computerized system that allows you to log reported problems along with the
steps a technician took to repair them.
a. knowledge base
b. log file
c. containment system
d. mail system
e. security system