CCNA Discovery 2.2

1. Which two functions are provided by the upper layers of the OSI model?….. (initiating the network communication process, segmenting and identifying data for reassembly at the destination)

2. Which is a function of the transport layer of the OSI model?….. (routes data between networks)

3. Which common Layer 1 problem can cause a user to lose connectivity?….. (incorrect default gateway)

4. Which three command line utilities are most commonly used to troubleshoot issues at Layer 3?….. (tracerout)

5. Which address is used by the router to direct a packet between networks?….. (destination IP address)

6. What is the correct encapsulation order when data is passed from Layer 1 up to Layer 4 of the OSI model?….. (bits, frames, packets, segments)

7. What are two goals of the ISP help desk?….. ( network optimization, competitive scalability)

8. In what two ways do Level 1 and Level 2 help desk technicians attempt to solve a customer’s problems?….. (using various web tools, with remote desktop sharing applications)

9. A customer calls the help desk about setting up a new PC and cable modem and being unable to access the Internet. What three questions would the technician ask if the bottom-up troubleshooting approach is used?….. (What is the IP address and subnet mask?, Can the default gateway be successfully pinged?, Is the network cable properly attached to the modem?)

10. A customer calls to report a problem accessing an e-commerce web site. The help desk technician begins troubleshooting using a top-down approach. Which question would the technician ask the customer first?….. (Is there a firewall installed on your computer?)

11. Which statement describes the process of escalating a help desk trouble ticket?….. (When the problem is solved, all information is recorded on the trouble ticket for future reference)

12. What are two functions of the physical layer of the OSI model?….. (encapsulating data into frames , routing packets)

13. A customer calls the ISP help desk after setting up a new PC with a cable modem but being unable to access the Internet. After the help desk technician has verified Layer 1 and Layer 2, what are three questions the help desk technician should ask the customer?….. (Can you ping the default gateway?, Is the network cable properly attached to the cable modem?, Is the network cable correctly connected to the network port on the PC?)

14. Which scenario represents a problem at Layer 4 of the OSI model?….. (An incorrect IP address on the default gateway)

15. What are two basic procedures of incident management?….. (opening a trouble ticket, using diagnostic tools to identify the problem)

16. Which level of support is supplied by an ISP when providing managed services?….. (Level 3)

17. What is the first step that is used by a help desk technician in a systematic approach to helping a customer solve a problem?….. (identify and prioritize alternative solution)

18. A network technician has isolated a problem at the transport layer of the OSI model. Which question would provide further information about the problem?….. (Do you have a firewall that is configured on your PC?)

19. An ISP help desk technician receives a call from a customer who reports that no one at their business can reach any websites, or get their e-mail. After testing the communication line and finding everything fine, the technician instructs the customer to run nslookup from the command prompt. What does the technician suspect is causing the customer’s problem?….. (hardware failure of the ISR used to connect the customer to the ISP)

20. Which layers of the OSI model are commonly referred to as the upper layers?….. (application, presentation, session)


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