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Graded Case Study: Configure, Test, and Troubleshoot a SOHO Network Quiz Answers

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Graded Case Study: Configure, Test, and Troubleshoot a SOHO Network Quiz Answers

 

Erica is a tech support representative at OpenLink, a manufacturer specializing in network hardware. A customer, Joseph, emails OpenLinkโ€™s technical support for assistance.

The email reads as follows:

 

After reading Josephโ€™s email, Erica agrees that the general source of the problem is the router. But she also knows that many aspects of the router could be the cause. Although the hardware could be faulty, she assumes the most probable cause is the routerโ€™s settings or firmware. But identifying the specific cause could take a lot of time, something Joseph doesnโ€™t have much of. Troubleshooting could also involve steps more technical than most users have experience with.

Erica decides that remote support is the most appropriate mode of technical support for this situation.

Question 1)
What other mode of technical support is appropriate for this situation?

  • Phone
  • Email
  • Social media
  • In-person

 

Erica calls Joseph at a phone number that he provides. She explains the advantages of holding a remote support session, and Joseph agrees to it.

They begin the session, and Erica takes remote control of Josephโ€™s desktop computer, which is connected to the router through an Ethernet cable. Before troubleshooting the router, Erica tests the network speed.

Question 2)
What is one of the fastest tools for determining a networkโ€™s connectivity and speed?

  • Registry Editor
  • Device Manager
  • Memory Diagnostic
  • Speed Test

 

Erica finds that the networkโ€™s speed is much slower than Joseph says it should be. Joseph notes that heโ€™s tested the speed regularly since the problem started and found similar results.

Erica decides to investigate the router next. To manage the routerโ€™s settings, she needs its public IP address. She starts by typing โ€œcmdโ€ into the Windows search bar and opening the command prompt.

Question 3)
What command should Erica enter to find the routerโ€™s public IP address?

  • ipconfig
  • netstat
  • wget
  • getmac

 

Erica finds the routerโ€™s public IP address and enters it into a browser, which brings her to the routerโ€™s login screen. However, Joseph does not remember the required username and password. Erica suggests that they try entering the routerโ€™s default login information.

Question 4)
Where can they find the routerโ€™s default login information?

  • The router
  • The computer
  • The login page
  • The Ethernet cable

Once Joseph finds the default login information, Erica temporarily gives him control so that he can enter it. She resumes control of the remote session and then logs into the routerโ€™s configuration page. Erica already knows the first step that sheโ€™ll take to resolve the routerโ€™s performance issue.

 

Question 5)
After logging in to the routerโ€™s settings page, what is one action Erica should take to improve the routerโ€™s performance?

  • Add user accounts.
  • Update the firmware.
  • Enable parental controls.
  • Change the password.

Erica finds that the routerโ€™s firmware is outdated, so she updates it. Next, she retests the networkโ€™s speed. The result? The speed is now what Joseph expects. Joseph thanks her for help and assures her that heโ€™ll remember to check for firmware updates in the future. Erica suggests that he contact tech support again if any more issues occur. She ends the remote session, and the call ends.