CCNP Support exam is a requirement towards obtaining CCNP certification. The skills tested include Troubleshooting of Routing and Switched networks using Cisco routers, switches, and Access Servers. Also, using Cisco Website resources such as TAC assistance are included. Valid CCNA certification is a pre-requisite for obtaining CCNP certification.
To be CCNP certified, the following exams need to be successfully completed:
Exam | Exam Code | Study material covering exam objectives |
---|---|---|
BSCI | 642-801 | Building Scalable Cisco Internetworks. Note that BSCI replaces Routing Exam (640-603). |
Switching Exam | 642-811 | Building Cisco Multi-layer Switched Network or BCMSN |
Remote Access Exam | 642-821 | Building Cisco Remote Access Networks |
Support Exam | 642-831 | Cisco Internetwork Troubleshooting |
Alternatively, one can take the following exams to obtain CCNP certification:
Exam | Exam Code | Study material covering exam objectives |
---|---|---|
Foundations Exam | 642-891 Composite | Building Scalable Cisco Networks, |
Building Cisco Multi-layer Switched Network. | ||
Remote Access | 642-821 | Building Cisco Remote Access Networks |
Support Exam | 642-831 | Cisco Internetwork Troubleshooting. |
Exam cram
1.0 The recommended sequence of steps for systematic troubleshooting
are:
Step A: Define the Problem - Here you define the problem
by stating the problem symptoms and associated causes.
Step
B: Gather Facts - Fact gathering helps in isolating problem areas.
Fact gathering is done by questioning the affected users, administrators,
and using tools such as protocol analyzers.
Step C: Consider
the Possibilities - The objective here is to narrow down the possible
causes. Use the facts gathered in Step B and narrow down the possible
causes by systematic reasoning and diagnostic methods.
Step
D: Create Action Plan - Based on the narrowed down possibilities,
create an action plan to troubleshoot the problem.
Step E:
Implement Action Plan - Here you implement the Action Plan. Make
sure the steps are documented, so that you can retract if the action
plan does not give intended results.
Step F: Observe the
Results - Check if the actions that have been implemented yielded
desired results. If not, don't forget to undo earlier changes that
did not work.
Step G: Repeat the Problem Solving Process
- This step is required if the Action Plan did not work. You need
to get closer to the actual problem with each iteration.
Step H: Document Facts - The final stage of problem solving model
is to document the process. Though it is the final step, note that
documentation at every step facilitates easy documentation after
the problem is resolved.
2.0 Connectionless and Connection Oriented Protocols:
2.1 The following are examples of connectionless protocols:
1. IP (Internet Protocol) - IP is the network-layer connectionless
protocol of TCP/IP suite.
2. UDP (User Datagram Protocol)- UDP
is a connectionless transport layer protocol of TCP/IP suite.
3. Novell IPX
4. AppleTalk DDP (Datagram Delivery Protocol)
5. CLNP (Connectionless Network Service) used by DECnet
2.2 The following are examples of connection oriented protocols:
1. TCP
2. Novell SPX
3. ATM
4. X.25
5. ATP ( AppleTalk
Protocol) - an Apple Talk transport layer protocol.
3.0 Token Ring:
Beaconing is used in Token Ring networks to detect and try to rectify certain network faults. By the process of Beaconing, the Token Ring network try to reconfigure by eliminating the faulty network region.
In general, network faults can be grouped into hard errors, and
soft errors.
Hard errors are the those that are permanent
and can not be recovered by software routines. Examples of hard
errors are cable cuts and station hardware failures.
On
the other hand, soft errors temporarily disrupt the network services
and can be recovered by software routines.
There are two
types of soft errors that are tracked by Token Ring networks:
1. Isolating faults - Isolating faults are limited to a particular
fault domain. The fault domain is usually a node and its NAUN. Examples
of isolating errors are: Line errors, burst errors, and internal
errors.
2. Non Isolating faults- Non isolating faults are
not limited to a particular fault domain. The error is likely to
be spread all over the ring, like congestion. Examples of non isolating
faults are: Lost frame, Token, Frequency, and congestion errors.
FDDI:
The following are the important characteristics of FDDI:
1. FDDI uses 100Mbps, dual-ring LAN and uses Token passing (Token
passing mechanism is similar to Token Ring, however remember that
Token Ring networks has a speed of 4 or 16 Mbps only).
2.
FDDI uses fiber as the medium of transmission. Two types of fibers
exist: single mode, and multi mode fibers. Single mode fiber allows
much higher bandwidths and longer cable lengths compared to multi
mode fiber. However, multi mode fibers are cheaper.
3. Improved
security due to fiber transmission medium. It is very difficult
to tap fiber transmission without being detected.
4.0 TCP/IP
4.1 TCP/IP based applications and their protocols are as described
below:
1. Electronic Mail uses SMTP (Simple Mail Transfer
Protocol).
2. Network Management applications use SNMP
3.
Telnet uses terminal emulation
4. Distributed file services use
NFS (Network File System)
4.2 Ping and Trace
During the process of network troubleshooting,
you will be required to know the host or network reachability at
several points of troubleshooting process. The two commands are
extremely useful to check the host reachability and the path that
is taken to reach the destination are 'ping' and 'trace' commands.
'Ping' command can be used to check the connectivity on AppleTalk,
CLNS, Novell, and various other protocols. To perform an extended
ping, simply give 'ping' at the command prompt. You will be prompted
for other parameters like protocol, target IP address, etc.
The following are the possible responses for an IP ping command:
! - indicates that a reply is received
. - indicates that the
router has timed out.
U - indicates that the destination is unreachable
N - indicates that the network is unreachable
P - indicates that
the protocol is unreachable
? - indicates unknown packet type
Q - indicates source quench
'trace' command can be used to
see the route that a packet takes to reach the destination. The
trace command discovers the path taken to reach its final destination
by sending out probe datagrams. The first datagram is sent out with
a TTL (Time To Live) value of just 1. This causes the first router
to discard the packet and send back 'time exceeded' message. Thus
the first router enroute is discovered! Then, the TTL is incremented
by 1 (now TTL is 2) and the datagram is sent out again. Now the
second router enroute discards the packet as the TTL reached zero,
and sends back 'time exceeded' message to the source. This process
is repeated till the destination is reached. By doing so, the exact
path that a packet takes to reach the destination is established.
TCP/IP troubleshooting:
The first step in troubleshooting TCP/IP problems is to start with the local host. You can ping the local host (use ping 127.0.0.1, a successful ping ensures that the TCP/IP stack is installed properly) and if you are successful, proceed one step at a time. The next step would be to ping the gateway or the next hop address. This procedure can be followed until you reach the destination network. Once you establish basic IP connectivity, perform any troubleshooting for higher layer protocols such as DNS resolution, FTP, or Telnet. Though it may sometimes be faster to trace route to the destination and find the problem route, it may not always be successful. It is recommended to start at the source and proceed one step at a time towards the destination network.
5.0 Router Performance:
The following are the features that affect performance on routers:
1. Queuing
2. Random Early Detection
3. Compression
4. Filtering
5. Encryption
6. Accounting