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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 OpenLink’s technical support for assistance.

The email reads as follows:


After reading Joseph’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 router’s settings or firmware. But identifying the specific cause could take a lot of time, something Joseph doesn’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 Joseph’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 network’s connectivity and speed?

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


Erica finds that the network’s speed is much slower than Joseph says it should be. Joseph notes that he’s tested the speed regularly since the problem started and found similar results.

Erica decides to investigate the router next. To manage the router’s settings, she needs its public IP address. She starts by typing “cmd” into the Windows search bar and opening the command prompt.

Question 3)
What command should Erica enter to find the router’s public IP address?

  • ipconfig
  • netstat
  • wget
  • getmac


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

Question 4)
Where can they find the router’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 router’s configuration page. Erica already knows the first step that she’ll take to resolve the router’s performance issue.


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

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

Erica finds that the router’s firmware is outdated, so she updates it. Next, she retests the network’s speed. The result? The speed is now what Joseph expects. Joseph thanks her for help and assures her that he’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.