tech support questions

8/12/2019 TECH SUPPORT QUESTIONS

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1. Tell us about your basic technical experience andqualifications.

You can consider this question as an ice breaker. You will find

yourself facing this question in almost all the interviews for thisposition. An effective answer to this question will summarize yourbasic technical qualification along with some information about thetechnologies and products you have worked on. Here, you can go onto talk about any revolutionary or recent technology you have workedon. For e.g. ! have completed by "# $ #lectronics with %&' marksand have a ( years e)perience of working in the industry of securitysoftwares. ! have the privilege of working in the team whichdeveloped and supported the revolutionary *insock +ayertechnology . he trick is to put the full stop at the right place toprovoke the desired ne)t question. *ith this answers, you canimmediately e)pect a questions *hat is *insock +ayer

echnology-

2. What technical skills do you possess that would benefit ourcompany? You must do some home work to answer this question

effectively. ig out the information about some products andtechnologies on which they work, match them with your skills set andprepare an effective answer. /ompany0s website and 1ob notificationcan be a good source for this information. o answer this question,you can say something like $ ! see that your company sells securitysoftwares for mail servers. ! have a good knowledge of various mailservers, their performance and the security loop holes in them. his

will help me in providing effective and efficient support to both the

customers facing technical issues with your product as well those wanting to buy a new product.

3. What do you know about our products and company?

he purpose of this question is to check your level of interest andpreparation for the position. 2ead the 1ob advertisement carefully and


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go through their website to get some basic information about them.You are not e)pected to know in and out of the product or thecompany but e)hibiting a basic knowledge can take you a long wayahead in comparison to other candidates.

4. a!e you used any of our products or similarproducts"competitors?

!f you have used the company0s product or a product of thecompetitor, it does give you an advantage as you would have a basicidea about the functionalities. However, if you have not used anysuch product, don0t worry. !f you have the ability to grab things quicklyand pick up the technology fast, you can prove yourself to be a

potential candidate. For e)ample, you can say something like this, !am afraid, ! haven0t used your0s or competitor0s products first hand.However, ! have seen others using them. 3nce ! get hold of aproduct, ! have an ability to uderstand the features quickly and ! amquick at grabbing new technologies. 4o, ! don0t think it will pose anyproblem for me.

#. Would you say that you are hands$on type of person?

3ne of the most important qualities required in a person handling anysupport position is his ability to be available immediately as therequirement arises. 4o, the only answer to this question is Y#4 .

evelop an attitude of being available whenever you are required.

5. *hat is your e)pected period for an average call-

You are e)pected to solve a problem as quickly as possible.However, solving the problem to customer0s satisfaction is the keyhere. Your answer to this question demostrates your problem solvingabilities, communication skills, technical knowledge and interest incustomer satisfaction. You can say something like6 he time toresolve a problem depends on the level of its intensity. However, !


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have e)perienced that most of the customers face similar type ofproblems. *ith an ability to analyse the problem quickly and a readyanswer, we can e)pect to close the call in ($7 minutes 8or whatevertime you have e)perienced9. As a technical support person, my focus

has always been on both efficiency and effectiveness. /ustomersatisfaction is the key for me

%. *ould you be willing to take training or classes to improve yourtechnical skills-

#very new product has some new features. !f the product you aregoing to take up is entirely new you will need more training to handleit. 4ay Y#4 if they are offering you to take a training before you getstarted.

&. *hat steps do you take for solving a technical problem-

his question demostrates familiarity with the technical supportprocess. Your answer to it also enables the interviewer to arrange foryour training, if you are hired.

+ist down the ma1or steps you take in solving a problem and say thatyou understand that every company has a different set of procedures,

which are you open to learn quickly and adapt to.

:. *hat tools are most helpful to you when trouble shooting andsolving a problem-


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#)perience, knowledge, manuals, team members are some of thetools that come handy while trouble shooting. However, don0t e)hibitsupport from team members as your primary tool as you aree)pected to deal with a customer independently most of the times.

;t run off at the mouth. ?eep your answer to aminute or two at most. /over four topics6 early years, education, work

history, and recent career e)perience. #mphasize this last sub1ect.2emember that this is likely to be a warm$up question. on>t wasteyour best points on it.

(. *hat do you know about our organization-


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You should be able to discuss products or services, revenues,reputation, image, goals, problems, management style, people,history and philosophy. "ut don>t act as if you know everything aboutthe place. +et your answer show that you have taken the time to do

some research, but don>t overwhelm the interviewer, and make itclear that you wish to learn more.

You might start your answer in this manner6 @!n my 1ob search, !>veinvestigated a number of companies.

Yours is one of the few that interests me, for these reasons B

Cive your answer a positive tone. on>t say, @*ell, everyone tells methat you>re in all sorts of trouble, and that>s why !>m hereB, even if thatis why you>re there.

7. *hy do you want to work for us-

he deadliest answer you can give is @"ecause ! like people.B *hatelse would you like$animals-

Here, and throughout the interview, a good answer comes fromhaving done your homework so that you can speak in terms of thecompany>s needs. You might say that your research has shown thatthe company is doing things you would like to be involved with, andthat it>s doing them in ways that greatly interest you. For e)ample, ifthe organization is known for strong management, your answershould mention that fact and show that you would like to be a part ofthat team. !f the company places a great deal of emphasis onresearch and development, emphasize the fact that you want to

create new things and that you know this is a place in which suchactivity is encouraged. !f the organization stresses financial controls,your answer should mention a reverence for numbers.

!f you feel that you have to concoct an answer to this question D if, fore)ample, the company stresses research, and you feel that you


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should mention it even though it really doesn>t interest you$ then youprobably should not be taking that interview, because you probablyshouldn>t be considering a 1ob with that organization.

Your homework should include learning enough about the companyto avoid approaching places where you wouldn>t be able $or wouldn>t want$ to function. 4ince most of us are poor liars, it>s difficult to conanyone in an interview. "ut even if you should succeed at it, yourprize is a 1ob you don>t really want.

E. *hat can you do for us that someone else can>t-

Here you have every right, and perhaps an obligation, to toot yourown horn and be a bit egotistical. alk about your record of gettingthings done, and mention specifics from your resume or list of careeraccomplishments. 4ay that your skills and interests, combined withthis history of getting results, make you valuable. ention your abilityto set priorities, identify problems, and use your e)perience andenergy to solve them.

G. *hat do you find most attractive about this position- *hat seemsleast attractive about it-

+ist three or four attractive factors of the 1ob, and mention a single,minor, unattractive item.

5. *hy should we hire you-

/reate your answer by thinking in terms of your ability, youre)perience, and your energy. 84ee question E.9

%. *hat do you look for in a 1ob-


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?eep your answer oriented to opportunities at this organization. alkabout your desire to perform and be recognized for yourcontributions. ake your answer oriented toward opportunity ratherthan personal security.

&. lease give me your definition of Ithe position for which you arebeing interviewedJ.

?eep your answer brief and task oriented. hink in terms ofresponsibilities and accountability. ake sure that you really dounderstand what the position involves before you attempt an answer.!f you are not certain, ask the interviewerK he = she may answer thequestion for you.

:. How long would it take you to make a meaningful contribution toour firm-

"e realistic. 4ay that, while you would e)pect to meet pressingdemands and pull your own weight from the first day, it might take si)months to a year before you could e)pect to know the organizationand its needs well enough to make a ma1or contribution.

;s Your opinion-

#mphasize your interest in establishing a long$term association with


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the organization, and say that you assume that if you perform well inhis 1ob, new opportunities will open up for you. ention that a strongcompany needs a strong staff. 3bserve that e)perienced e)ecutivesare always at a premium. 4uggest that since you are so well

qualified, the employer will get a fast return on his investment. 4aythat a growing, energetic company can never have too much talent.

;(. *hat is your management style-

You should know enough about the company>s style to know that yourmanagement style will complement it. ossible styles include6 taskoriented 8!>ll en1oy problem$solving identifying what>s wrong, choosinga solution and implementing itB9, results$oriented 8@#verymanagement decision ! make is determined by how it will affect thebottom lineB9, or even paternalistic 8@!>m committed to taking care ofmy subordinates and pointing them in the right directionB9.

A participative style is currently quite popular6 an open$door methodof managing in which you get things done by motivating people anddelegating responsibility.

As you consider this question, think about whether your style will letyou work happily and effectively within the organization.

;7. Are you a good manager- /an you give me some e)amples- oyou feel that you have top managerial potential-

?eep your answer achievement and ask$oriented. 2ely on e)ample tobuttress your argument. 4tress your e)perience and your energy.

;E. *hat do you look for when You hire people-

hink in terms of skills, initiative, and the adaptability to be able to work comfortably and effectively with others. ention that you like to


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hire people who appear capable of moving up in the organization.

;G. Have you ever had to fire people- *hat were the reasons, and

how did you handle the situation-

Admit that the situation was not easy, but say that it worked out well,both for the company and, you think, for the individ

ual. 4how that, like anyone else, you don>t en1oy unpleasant tasks butthat you can resolve them efficiently and $in the case of firingsomeone$ humanely.

;5. *hat do you think is the most difficult thing about being amanager or e)ecutive-

ention planning, e)ecution, and cost$control. he most difficult taskis to motivate and manage employees to get something planned andcompleted on time and within the budget.

;%. *hat important trends do you see in our industry-

"e prepared with two or three trends that illustrate how well youunderstand your industry. You might consider technologicalchallenges or opportunities, economic conditions, or even regulatorydemands as you collect your thoughts about the direction in whichyour business is heading.

;&. *hy are you leaving 8did you leave9 your present 8last9 1ob-

"e brief, to the point, and as honest as you can without hurtingyourself. 2efer back to the planning phase of your 1ob search. whereyou considered this topic as you set your reference statements. !f you

were laid off in an across$the$board cutback, say soK otherwise,


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indicate that the move was your decision, the result of your action. onot mention personality conflicts.

he interviewer may spend some time probing you on this issue,

particularly if it is clear that you were terminated. he @*e agreed todisagreeB approach may be useful. 2emember hat your referencesare likely to be checked, so don>t concoct a story for an interview.

;:. How do you feel about leaving all your benefits to find a new 1ob-

ention that you are concerned, naturally, but not panicked. You are willing to accept some risk to find the right 1ob for yourself. on>t

suggest that security might interest you more than getting the 1obdone successfully.

(t you earning more at your age-

4ay that this is one reason that you are conducting this 1ob search.on>t be defensive.


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(7. *hat do you feel this position should pay-

4alary is a delicate topic. *e suggest that you defer tying yourself toa precise figure for as long as you can do so politely. You might say, @!

understand that the range for this 1ob is between 2s.LLLLLL and2s.LLLLLL. hat seems appropriate for the 1ob as ! understand it.BYou might answer the question with a question6 @ erhaps you canhelp me on this one. /an you tell me if there is a range for similar

1obs in the organization-B

!f you are asked the question during an initial screening interview, youmight say that you feel you need to know more about the position>sresponsibilities before you could give a meaningful answer to that

question. Here, too, either by asking the interviewer or searche)ecutive 8if one is involved9, or in research done as part of yourhomework, you can try to find out whether there is a salary gradeattached to the 1ob. !f there is, and if you can live with it, say that therange seems right to you.

!f the interviewer continues to probe, you might say, @You know that!>m making 2s.LLLLLL now. +ike everyone else, !>d like to improve onthat figure, but my ma1or interest is with the 1ob itself.B 2emember thatthe act of taking a new 1ob does not, in and of itself, make you worthmore money.

!f a search firm is involved, your contact there may be able to help with the salary question. He or she may even be able to runinterference for you. !f, for instance, he tells you what the positionpays, and you tell him that you are earning that amount now and

would like to do a bit better, he might go back to the employer andpropose that you be offered an additional ;


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without sounding as if you>ve given up on yourself. 8!f you are makinga radical career change, however, this kind of disparity may be morereasonable and understandable.9

on>t sell yourself short, but continue to stress the fact that the 1obitself is the most important thing in your mind. he interviewer may betrying to determine 1ust how much you want the 1ob. on>t leave theimpression that money is the only thing that is important to you. +inkquestions of salary to the work itself.

"ut whenever possible, say as little as you can about salary until youreach the @finalB stage of the interview process. At that point, youknow that the company is genuinely interested in you and that it is

likely to be fle)ible in salary negotiations.

(E. *hat are your long$range goals-

2efer back to the planning phase of your 1ob search. on>t answer, @! want the 1ob you>ve advertised.B 2elate your goals to the companyyou are interviewing6 Min a firm like yours, ! would like to B

(G. How successful do you you>ve been so far-

4ay that, all$in$allK you>re happy with the way your career hasprogressed so far. Civen the normal ups and downs of life, you feelthat you>ve done quite well and have no complaints.

resent a positive and confident picture of yourself, but don>toverstate your case. An answer like, @#verything>s wonderfulN ! can>t

think of a time when things were going betterN !>m over1oyedNB is likelyto make an interviewer wonder whether you>re trying to fool him = heror yourself. he most convincing confidence is usually quietconfidence.


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*hat is the purpose of evice rivers-

evice rivers are the software required to run hardwarecomponents.

*hat is one of the latest /omputer rocessors 8/ O9-

he !ntel entium Puad /ore !ntel !7, !G and !% processors.

*hat does O4" stand for-

Oniversal 4erial "us D the current version is (.


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better space management. #ach partition on the disk can then beconsidered as a separate disk allowing different file systems to beused on each.

*hat is the difference between 2A and 23 -

2A stands for 2andom Access emory. !t is used for the temporarystorage of data that is being worked on. 23 is 2ead$3nly emoryand is used for permanent storage of data that should never bechanged, like "!34 for e)ample.

!f the audio for your computer is not working, what would you check-

/heck the following6 4peaker volume, cable connections, power tothe speakers and device drivers.

*hat are the lights on a odem=+AQ /ard and what do theyindicate-

he lights are6

$ ower light D indicates if the power is on.

$ +ink light D indicates if the modem is receiving broadband or !nternetsignals from the !4 .

$ ata light D indicates if the !nternet is working.

$ /onnectivity light D indicates if the modem is connected to acomputer.

*hat are some of the orts available in a computer-


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/ommon ports are6 4=( ports, for keyboard and mouse. O4"ports.4ound ports.+AQ or #thernet ports. RCA ports.

*hat does H/ stand for and what is its purpose-

ynamic Host /onfiguration rotocol D it assigns dynamic !addresses to network devices allowing them to have a different !address each time they are

connected to the network.

*hat does Q4 stand for and what is it used for-omain Qame 4ervice 8or 4ystem or 4erver9 D it translates domain

names into ! addresses.

+ist five icrosoft 3ffice applications.

4 *ord, 4 #)cel, 4 ower oint, 4 3utlook and 4 Access

*hat are some versions of *indows S -

S rofessional, S Home, edia /entre, ablet / and obile

*hat components are needed to set up a "asic Home Qetwork-

2outer=Hub, +AQ cards and +AQ cables.

*hat is the purpose of "33 .!Q!-

"oot.ini is used to decide which operating system options aredisplayed during the start$up process.


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!dentify a few Firewalls.

here are two basic types of firewall D network layer, which make

decisions based on source and destination addresses, andapplication layer, which are hosts run on pro)y servers and allow nodirect traffic between networks. /omodo and Tone Alarm are twocommonly used firewalls.

ersonal ! U desktop support interview questions and answers

How do you feel about your abilities as a manager- Focus on howyou achieve results while maintaining good staff relations. Osee)amples of your successes and how you have learned frommistakes. #mphasise your energy and e)perience.

*hat is your style of management-

ailor your answer to the management style of the company to showthat your style will complement it. A good ma)im to remember is Mtaskneeds, group needs and individual needs>. You might also mentionmotivation and delegation.

*hat qualities do you look for when you hire people-

ention ability and e)perience and interpersonal skills. You shouldalso mention initiative and future potential.

!n our industry, what are some important trends that you see-

his question is intended to test your knowledge of the industry. You


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will need to have done some homework. You might look at topics liketechnological developments, economic challenges and changes inthe market.

*hat are your reasons for leaving your previous=present 1ob-

"e honest and brief but avoid answers suggesting personalityconflicts or that you were dismissed. ry to present the move in apositive light.

Have you ever had to fire someone- !f so, why did you have to do so,and how did you approach the situation-

ention that the task was not pleasant but that you got through bye)plaining the position and reasons for dismissal to the individual andbeing as sympathetic as possible.

Your resume shows that you may be over$qualified for this position.

*hat is your opinion of this-You hope to work long term with the company and hope that good

work performance will open up new opportunities within it. You canmention that strong companies always need well$qualified staff andthat with your qualifications the employer will see a good and rapidreturn on his investment.

*hat, in your opinion, is the most difficult aspect of being a manageror e)ecutive-

!dentify one of the most difficult tasks as being the motivation of staffin trying circumstances.You can include planning and completingob1ectives on time and within budget.


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*hat do you feel is an appropriate salary for this position-

4alary is a delicate question. You can answer in several ways. You

can give a figure based on industry norms for the position or else youcould say that you cannot give a realistic answer until you know moredetails of the 1ob. o not undersell yourself $ you will regret giving afigure that is too low. #qually, if the figure is too high, you will put offthe employer. !t is best to avoid being too specific but do not give theimpression that salary is unimportant.

How do you remain abreast of new developments in technology-You could mention seminars, courses, trade 1ournals and technologymagazines. You could also mention the value of social networking.

escribe yourself professionally in a few words.

his is not an invitation to give your life story. Cive a brief mention ofyour highest education level, say where you have worked and yourrole focussing on your most recent, and then refer to your futuregoals. You should devote no more than one sentence to each aspect.

!f your previous manager was in the room with us, what do you thinkhe would have to say about you-

Always try to be positive. Cive answers like6 @ hey would say that !

was an enthusiastic, hard workerB or @ ! was the most reliable andefficient member of the team> or @! was an e)cellent problem solver.B

*hat are some questions you would ask to help isolate a user>sproblem-


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his question e)amines your problem$solving ability. You could saythat you would ask the following questions6

$ escribe the problem. *as there an error message- !f so, what-

$ Have you had a similar problem or other problems before- Civedetails.

$ *hat were you doing when the system failed-

$ Has any new hardware been added to the system-

$ Has any new software been added to the system-

$ Have you downloaded anything from the !nternet-

$ *hat, if anything, have you done to fi) the problem yourself-

$ Are you the only user who has access to the system-

*hat is your favourite aspect of desktop support-

he question is a test of motivation. You need to match your answerto the 1ob. ention aspects like the challenges of working with newsystems and meeting new people.

How capable do you think you are at handling stress-

Here you need to acknowledge that sometimes work and life can bestressful. You need to show what techniques you use to reduce and

control stress D careful time management, e)ercise, time out, settingpriorities are all methods you could discuss.

4cenario interview questions and answers


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A customer complains that his computer is working slowly. *hatthings should you check-

/heck the following6

$ !s start$up time longer than usual-

$ !s it slower with one particular application or slower overall-

$ Are there any viruses, malware or spyware-

$ Available Hard isk space.

*hat is your troubleshooting process-

he basic troubleshooting process is6

$ !dentify the problem.

$ /onsider likely causes.

$ est theories to localise the cause.

$ Formulate and implement a plan to solve the problem.

$ Rerify that the problem is solved and take steps to prevent areoccurrence.

$ 2ecord your findings, what action you took and the outcome.

*hat is your least favourite aspect of desktop support-

his is designed to see how well you will fit with the present team. Agood answer would be along the lines of being unable to solve aproblem due to factors outside you control, like hardware failure forinstance.

escribe a situation where you have had to deal with a difficult


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person and how you handled it- o you think you should have doneanything differently-

his question is best answered by reference to a successful outcome

to a difficult situation that you have encountered. !n general terms,you could say that you understand the frustration of end users andthat good communication often goes a long way to resolving issues.

*ould you describe yourself as a problem solver- !f so, why- /anyou give any e)ample

You should obviously give a positive answer. You should give

e)amples that show that you can think critically and highlight yourskills.

he company interview questions and answers

*hat do you know about our company and our products-

o answer this question, you must have done your homework and toshow it. You will need to know what the company does andsomething about its products. You will also need to be aware ofrecent developments and know a little about the leading figures in thecompany.

*hy do you want to work for this organisation-

+et the interviewers know that you have done some homework bysaying that in your 1ob search their company stood out from the restbecause @ .B You should also mention the company>s history,products, philosophy, reputation etc.


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*hat are your reasons for wanting to work with us-

From your research on the company, you should be able to spell out what has attracted you to apply for the position D perhaps they focus

on an area ofresearch that you en1oy or would like to become involved withK maybethey offer opportunities that competitors do notK or possibly they areactive in a field that interests you. "e careful, though, do not pretendto have an interest in something that you do not D your deception willbe noticed.

/areer ! U desktop support interview questions and answer

*hat are some things that you look for in a 1ob-

ailor your answer to the interviewers> company. alk aboutchallenges, 1ob satisfaction, opportunities and work environment.

For what period of time do you e)pect to stay with us-

4ay that you are looking for a career in the organisation but will needto remain challenged.

*hat long$term goals do you have-

2elate to the 1ob description and the company and describe whatprogression you would like to see in that environment.

4o far, how successful do you feel have you been-

Here you need to give an air of quiet confidence. 4ay that your careerprogression to date has been quite good 8give e)amples of how youthink you have been successful9.


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escribe three of your accomplishments over the past few years thatyou are most proud of.

!dentify three of your best achievements and say why you are mostproud of them D you can consider the difficulties, the outcomes etc.

!n two or three years from now, what do you see yourself doing-

his is a test of your ambition and possible loyalty. You should beclear about what you hope to achieve and could ask the interviewersif your ob1ectives are a possibility with their company.

echnical 4upport !nterview Puestions D ;

;. A /ustomer running *indows S 8Home #dition9 with an Antivirusapplication installed reports that he has downloaded a program fromthe internet and installed it in his computer. After installing theprogram, he started receiving emails from people he never knew. he/ustomer removed the program from his computer but he is stillgetting those emails. How would you help this customer-

Ans6 ownload the most recent virus signature files and scan hiscomputer for viruses.

(. You are configuring ower anagement on your *indows S

/omputer. *ith A/ !, ower anagement should be under thee)clusive contol of6

Ans6 he 3perating 4ystem


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7. *hich file must be located in the root folder of the Active artitionfor ual "ooting of *indows S and *indows # to boot-

Ans6 "oot.ini

E. A /ustomer calls and says he is unable to get online. He uses acable connection to connect to the internet on a *indows S/omputer. You ping ;(%.


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Ans6 he customer has installed an !ncorrect evice river for therinter. ! would uninstall the driver, from the *!ndows eviceanager and install the correct evice river for the rinter from theisk that came with the rinter. 8!f the isk is not available, ! can still

download the correct device driver from the manufacturer>s website9

;;. !f, upon "ooting up a /omputer, you see the error message@?eyboard #rror B *hat do you think could be the problem-

Ans6 !t could be that ;. he keyboard is not attached to the / or (.he keyboard has failed

;(. !f you turn on a / and the boot$up process halts and you get theerror message @Qon$4ystem isk or isk #rror 2eplace and ressany ?ey when 2eady B *hat do you think could be the problem-

Ans6 A non$bootable Floppy isk is in the Floppy$disk drive and itshould be removed.

;7. !f, upon booting up a /, you see a message which says @!nvalidrive /onfiguration..B *hat do you think is causing this-

Ans6 his problem could be due to any of the following situations6

;. he Hard$ isk cable within the 4ystem Onit is not attached to the/ontroller


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(. he Hard isk rive has failed

7. he Hard isk rive has not been partitioned.

;E. !f you turn on a / and the boot process halts and you get theerror message B /6X4ystem7(X/onfig file missing or /orruptB *hat isthis due to-

Ans6 he 2egistry Hives are corrupted. hey need to be repaired.

;G. A /ustomer complains that he keeps getting the error message@HA+. ++ missing or /orruptB. *hich file needs to be repaired=rebuiltto rectify the issue-

Ans6 "33 .!Q!

;5. You have Qorton 75


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;&. *hat does a @-B sign in device manager signify-

Ans6 he device is not installed. 8 You can refer to this article for moredetails9. For more information on evice anager check this articlefrom icrosoft.

;:. *hat is the command to start *indows 4ystem 2estore from the/ommand +ine-

Ans6 rstrui.e)e

(


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boots up only in 4afe ode. here is no other error message. *hat would you do to fi) this problem-

Ans6 Co to sconfig and select Qormal ode and 2estart the/omputer.

(7. A user complains that whenever he connects any O4" (.< deviceto his computer, he gets the error message @O4" device notrecognized B *hat could be the possible reason for this-

Ans6 he O4" ort could be faulty.

(E. A user complains that he is no longer able to hear any sound fromhis computer D after he downloaded some updates from the icrosoft*ebsite. *hat could be the possible reason for this-

Ans6 he *indows Audio 4ervice is isabled. #nable it.

(G. ark uses *indows S rofessional and is connected to theinternet directly through a 4+ line. He wants to know how he couldenable the filtering of packets and get rid of the harmful incommingdata. *hat would you tell him-

Ans6 #nable the Firewall

(5. A /ustomer reports that his *indows S rofessional portablecomputer is not able to connect to any network resource and is also


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not able to authenticate on the network>s Active irectory omain.he computer was fine yesterday. Qo other person in the organization

is facing this problem. *hat is the first thing you would do to fi) thisproblem-

Ans6 Ask the user to 2ight$/lick on the Qetwork /onnection icon andselect @2epairB from the enu.

(%. A customer has recently upgraded from *indows :& to *indowsS rofessional. After the upgrade, it takes longer for *indows,

enus, 4ub$ enus and other use interface features to open. 4he wants them to open faster. How can you help this customer-

Ans6 Ose 4ystem in /ontrol anel and select the option @Ad1ust for"est erformanceB in the erformance 3ptions dialogue bo).

(&. You suspect that your computer is failing because of a /orruptaster "oot 2ecord. *hich utility is the best to fi) this problem-

Ans6 2ecovery /onsole 8"y Osing the fi)mbr command9

(:. You performed a arallel installation of *indows S 8Home#dition9 to resolve certain problems on a /ustomer>s /omputer. After

installation, the customer says she can see the previous profilefolders in ocuments U 4ettings but when she tries to open then, shegets an @Access eniedB error. *hat can you do to remove the@Access eniedB roblem-


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Ans6 "oot into 4afe ode, 2ight$/lick on the 3ld rofile Folder, Co to4ecurity D Advanced and give 3wnership to the new user.

7


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erforms a 34 8 ower$3n 4elf est9 for all the different Hardware/omponents in the 4ystem to make sure everything is workingproperly.

Activating other "!34 /hips on different cards installed in thecomputer, for e)ample, 4/4! and Craphics /ards.

rovides a set of low$level suiting that the 3perating 4ystem uses tointerface different Hardware devices. "!34 manages things in yourcomputer like the ?eyboard, onitor, 4erial and arallel ortsespecially when the computer is "ooting up.

anage the settings for Hard$disk drives, 4ystem /lock etc.

4equence of things done by the "!34 when you turn on your/omputer6

/heck the / 34 for /ustom 4ettings

+oad the interrupt Handlers and evice rivers

!nitialize 2egisters and ower anagement

erform 34 8 ower 3n 4elf est9

isplay 4ystem 4ettings

etermine which devices are "ootable

!nitialize the "ootstrap sequence

(. *hat are the Hardware /omponents of a esktop /omputer =+aptop-

Ans6 he Hardware /omponents of a esktop /omputer = +aptop areas follows6


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;. he rocessor 8/ O9

(. otherboard

7. 2A 82andom Access emory9

E. ower 4upply D 4 4 84witch ode ower 4upply9

G. Hard$disk rives

5. / = R $23 rives

%. Floppy isk rive

&. 4ound /ard

:. Craphics 8 isplay9 /ard

;


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o rectify this problem, try 2estarting the computer or "ooting into4afe ode. For more information, read this.

&. *hy are evice rivers required-

Ans6 A evice river 8or 1ust river9 is a piece of software which isrequied to run every Hardware /omponent present in the computer.

:. Qame one of the latest /omputer rocessors 8/ O9 -

Ans6 !ntel entium Puad /ore, !ntel !7, !G, !% processors.

;


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Ans6 Cenerally, there are


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connected or disconnected from a computer without shutting down orrestarting the computer. he current version of O4" is (.s a feature of windows and now it cannot bechanged, since you have two *indows !nstallations on this computer.

b. #dit the *indows.!ni file and delete the second menu item

c. #dit the "oot.!ni file and set the imeout as s his system was working fine yesterday6however today he is not able to boot. You suspect that the system isfailing to boot because of a corrupt master boot record. *hich utilityis the best to fi) this -

;. isk cleanup

(. evice anager

7. 4ystem 2estore


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;(5. *hat are the rules for typing a command correctly called-

a. rotocol

b. 4ynta)

c. +egacy

d. !nstruction set

;(%. You suspect your system is failing to boot because of a corruptmaster boot record. *hich utility is the best to fi) this-

a. Automated 4ystem 2estore

b. evice anager

c. 4ystem 2estore

d. 2ecovery /onsole

;(&. *hat is the most popular A ! used by 7$ game developers-

a. irectS

b. 3penC+

c. igital irector

d. 2A A/

;(:. *hat is the shortcut command to access device manager-


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a9 evmgmt.msc

b9 vmgmt.msc

c9 evmgnt.msc

d9 vmgnt.msc

;7


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b. !t loads the frequently visited websites faster

c. !t ask to give your personal details

d. Qone

;77. *hich language is referred as @the language of the internetB-

a. 44+

b. F

c. AAd. H +

;7E. *hat is the run command to locate an ! Address in *indows:& U #-

a. *inipcfg

b. !pconfig

c. !pconfig =all

d. !pconfig =n

;7G. *hat you need to create for another user email account in3utlook #)press-

a. Qew rofile

b. Qew essage


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a. Automated 4etup 2emote

b. Automated 4peech 2ecognition

c. Automated 4ystem 2esolution

d. Automated 4ystem 2ecovery

;E


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a. rue

b. False

;E7.*hich file is responsible to load Q 34?#2Q#+.e)e and HA+.dll while booting the system with *indows S -

a. +A44.e)e

b. Q + 2

c. *!Q+3C3Q

d. Q # #/ ./3

;EE. LLLLLLLLLL is the command line tool used to transfer the datafrom old computer to new computer-

a. Active irectory igration ool

b. Oser 4tate igration ool

c. !4 ool

d. Qone

;EG. isplay roperties in *indows S has been changed to

LLLLLLLLL in *indows Rista.

a. ersonalize

b. isplay 4ettings


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c. Craphics 4ettings

d. 2esolution 4ettings

;E5. An encrypted folder name is displayed in LLLLLL color te)tshowing it>s an encrypted folder.

a. 2ed

b. "lack

c. "lue

d. Creen

;E%. *indows Rista creates only one contact directory for all users.

a. rue

b. False

;E&. *hat version of edia layer is used in Rista-

a. Rersion ;(

b. Rersion ;;

c. Rersion ;s 1ust a protocol type

d. Any of the above.

;GE. How do you print an e$mail-

a. /trl \

b. File $W rint

c. rint icon on the 4tandard toolbar

d. Any of the above.

;GG. *hich command will write a new boot sector in *indows S byusing recovery console-

a. Fi) "2

b. Fi)boot

c. "ootcfg

d. Fi) "2 =2b


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;G5. *hat is the size of standard 8! vE9 ! address-

a. E bytes 87( bits9

b. ;( bytes 8:5 bits9

c. 7( bytes 8(G5 bits9

d. ;5 bytes 8;(& bits9

;G%. *hat version of !# has 4uggested 4ites feature-

a. !# 5

b. !# %

c. !# &

d. !# :

;G&. *hat happens if you click the M2esetB button under advance tabin !#-

a. !t deletes all temporary files

b. !t disables browser add$ons

c. !t resets all the changed settings

d .All of the above

;G:. *hat switch you will check under boot.ini tab in msconfig bo) toboot your computer without CO! mode -


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a. =434

b. ="aseRideo

c. =QoCO!"oot

d ="audrateb.

;5


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b. *AR

c. R3/

d. S

;57. *hich of the following !nternet connection methods enables youto watch television on your computer if you have a R tuner card-

a. 4+

b. 4atellite

c. /able

d. !4 Q.

;5E. *hat is the full form of ! A -

a. !nternet essage Access rotocol

b. !nternet essage Application rotocol

c. !nternet ail Access rotocol

d. !nternet ail Application rotocol

;5G. *hich of the following operating can be upgraded directly to windows (


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c9 *indows :&

d9 *indows Q workstation E.s credentials in the LLLLLL file if credentials are correct then itloads the user profile.


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a9 4sigina.dll

b9 Q 34 ?ernel

c9 4A

d9 /urrent /ontrol set

;&


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c9 *ireless Tero /onnection

d9 *ireless Tombie

;&7. edia center does not allow you to record R programmes-

a9 rue

b9 False

"asic /omputer roubleshooting D *indows S , Rista, % /omputers

/omputers can be very intimidating D especially when they start tothrow a tantrumN Follow these easy$to$understand, basic *indowscomputer troubleshooting steps and fi) your computer all by yourself.

he *indows S 3perating 4ystem comes to you with a set of built$in tools which are designed especially for troubleshooting. Qow, let>slist out the things we need to do when you notice something is M1ustnot right M in your computer.

Puick basic computer troubleshooting steps for you6

/heck for @Qot 2espondingB applications in the ask anager, using/trl\Alt\ el keys and stop it.

ry +?C/ 8+ast ?nown Cood /onfiguration9!f the error is due to a recently installed application or device driver,uninstall it.

ry a system restore to a previous date

2epair *indows


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!f nothing works, say your prayers and re$install *indows 8Have youbacked up your data -9

etailed "asic *indows 8S , Rista, %9 /omputer roubleshooting6

ry out these steps one by one till your issue is resolved6

!f you notice that your computer has @frozen upB or 1ust @stoppedrespondingB D first give it some time to recover itself D and that couldbe say something like 7 D G minutes. 8 ap on the Qum+ock key onyour keyboard D if your computer is 1ust busy, the Qumlock light willgo on U off when you tap the key. #lse, if your computer is completelyfrozen, the Qum+ock light will 1ust stay on.9

!f after, say G minutes your computer still does not respond, check theask anager and see which program shows up as @Qot

2espondingB in it>s status. o get to the ask anager, 1ust hitV/trlW\V4hiftW\V#scW on your keyboard or right$click anywhere inthe ask bar and select @ ask anagerB.

he ask anager will look like this6

*indows S ask anager ^ echQation 8!ndia9 $ he Free ?"

Qow look at the image above, and note there are two programs thathave a status of @Qot 2espondingB D this is probably what has caused

your computer to stop responding. /lick on each of them and thenclick on the #nd ask button seen at the bottom of that dialog bo).hen, in the ne)t window, click 3? to confirm your decision to

terminate the application.2emember, doing this will result in loss ofany unsaved data.


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"ut once you have terminated the erring application, you can restart itagain and carry on with your work.

!n case you were not able to terminate the frozen application, goahead and restart your computer by clicking on the 4tart "utton 8ifthat responds, but chances are that, at this stage, it will not9 or byusing the power button in your computer. 8You will lose any unsavedinformation, sorryN9

any times, your issues will get resolved after a simple restart of yourcomputer. "ut what if the problem still persists- You still have a widerange of options. First D get to a screen called @*indows Advanced"oot enu 3ptionsB D the easiest way to get there is to restart yourcomputer, count s wait for your computer to restart itself to themost recent configuration that worked. Cenerally, that should resolvea number of problems.

"ut what if it hasn>t- here is one more option and it>s called @4ystem2estore@


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!n order to get to the 4ystem 2estore option D /lick on the 4tart"utton $W All rograms $W Accessories $W 4ystem ools $W4ystem2estore. You will then see the @*elcome to 4ystem 2estoreB screen

with the default option already selected @2estore my computer to anearlier time@. /lick on the Qe)t button to continue D you will get ascreen that looks like the image given below6

*indows 4ystem 2estore ^ echQation 8!ndia9 $ he Free ?"

Qote the image above D you see a calendar with some dates which

are highlighted. hese are called restore points which wereautomatically created by *indows. You can select any of theserestore points and click on the Qe)t button to continue with thesystem restore wizard. 3nce you come out of the wizard, yourcomputer should restart and come back to the good working conditionit was on the date that you have selected. !f one restore point did not

work, you can always select a different one. 8!t is also a good idea tocreate a restore point when your computer was working fine, though*indows S creates them automatically9.

4ometimes, you may not be able to run 4ystem 2estore because thecomputer cannot start up in the normal way. "ut you can still start upyour computer up in 4afe ode = 4afe ode with /ommand romptand run 4ystem 2estore from the /ommand rompt by typing6

'systemroot'Xsystem7(XrestoreXrstrui.e)e

8'systemroot' is the same as /6X*indows.9


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*hile you are doing this, you may be prompted to select the3perating 4ystem in your computer 8select *indows S rofessionalhere9 and also to enter your username and password. You shouldhave Administrator rights in your computer to do this.

!f you get to the point when you have tried multiple system restoresand it still does not fi) your problem, you can still go and repair the

windows installation in your computer. !n order to do that pleasefollow the steps given below6

How to 2epair the *indows !nstallation in your computer-

"oot from the *indows S installation /

/hoose press enter to set up *indows S now

ress F& to skip through the #nd Oser +icense Agreement 8#O+A9

Qow press 2 to begin a repair installation

lease note6 here are two things you can do here6 First6 *hen you

first get the option which says @ ress 2 to 2epair a *indows Sinstallation B it will take you to the 2ecovery /onsole where youhave many options to 2epair *indows in your /omputer. o Q3select this option, unless you want to land up at the 2ecovery/onsole and try to repair *indows from there.

!nstead, wait till you get the same option a second time D you will get

this option after you Accept the +icense Agreement 8"y pressing theF& key9 D then, wait for *indows to locate the /urrent *indows!nstallations in your /omputer D 3nce *indows has identified thee)isting installations, you will be able to select that installation and2epair it by pressing 2N hough, it will go through the full *indowsS re$installation process, it will not result in loss of data D as this


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procedure will only repair the *indows 3perating 4ystems 4ystemFiles in your computer.

O4" 8pen9 drive not detected by computer

*hat to do when your O4" pen drive is not detected by yourcomputer-

*hen you insert a en$drive or a O4" drive in your computer, you will notice that your computer detects it automatically and opens thedrive to reveal it>s contents. "ut sometimes, it does not do that. #ven

when you open up y /omputer, the O4" drive will not be listed

thereN

4o what do we do to fi) this issue-

he fi) for this is pretty simple, although ! must confess, the first time! encountered this issue, ! struggled for over three hoursN

/lick on the 4tart "utton D select /ontrol anel D and then click onAdministrative tools. Here, click on /omputer anagement. !n the/omputer anagement window, e)pand 4torage 8click on the \ signne)t to it9 and click on isk anagement. his will open up the isk

anagement 8local9 snap in window.

Qow, on the lower half of the right$side of the same screen, you willsee that your O4" = en$drive is listed as a removable drive. 8!n caseyou are not able to see it there, click on the \ sign ne)t to@2emovable storageB and e)pand it.


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You should typically see it listed as a removable disk and called isk; or isk (. All you have to do is to right$click on it and select the@/hange drive letter and pathsB option and select a different driveletter for your pen drive. For e)ample, if it is called rive F, you can

choose any other drive letter, let>s say, rive C.

After you have done that, open y /omputer again and you shouldbe able to see your pen$drive there6

"asic !nternet #)plorer roubleshooting D 2epair or 2einstall

You may have to repair or reinstall !nternet e)plorer due to a numberof reasons.

+et>s take a look at some of the common methods to repair = reset!nternet #)plorer6

Firstly, !t is always a good idea to download and use the latestversion of !nternet #)plorer that is available, simply because it wouldoffer more security when you are online and would protect yourcomputer better.

!f you are using !nternet #)plorer %, & or :, you can repair thedamaged files or fi) the missing registration information by simplyMresetting> it. his is how we do it6

2#4# !Q #2Q# #S +32#26 8 his applies only to !#%, !#& and!#:96


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4tartup !nternet #)plorer

/lick on the ools enu and then click on !nternet 3ptions

hen, click on the Advanced ab and then click on the 2eset button

Finally, click 2eset again to confirm in the 2eset !nternet #)plorer4ettings dialog bo).

!F Y3O HAR# 3 2#!Q4 A++ !Q #2Q# #S +32#268 his appliesonly to !#%, !#& and !#:9

!f repairing 8resetting9 !nternet e)plorer 8!#%=!#&=!#:9 does not help,

you might want to 1ust reinstall it. "efore you reinstall !nternet e)plorergo to the control panel and make sure it is removed fromAdd=2emove rograms. 3nce you have done that, you can downloadit from the icrosoft ownload /enter and install it in your computeragain. 2emember, this applies only to !#%,!#& U !#:.

!f you need more help with uninstalling !nternet #)plorer %, click here

for the 4 ?" article.!f you need more help with uninstalling !nternet #)plorer &, click herefor the 4 ?" article.

!f you need more help with uninstalling !nternet #)plorer :, click herefor the 4 ?" article.

3 2# A!2 32 2#!Q4 A++ !Q #2Q# #S +32#2 5 8!#596

For those of you who are having problems with !#5 and do not wishto upgrade it to !#% or !#& , firstly make sure that you have at least*indows S 4ervice ack 7 installed in your computer. You can dothat from the icrosoft ownload /enter. Having done that, if you arestill having problems with your !nternet #)plorer 5, the following


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options are available6

ethod ;6

2un the 4ystem File /hecker utility in your computer.

o do that, 1ust click on the 4tart "utton $W 2un$W and type in sfc=scannow and hit the #nter key on your keyboard. Qow, all you haveto do is to follow the on$screen instructions and wait for it to finish its

1ob. You might have to keep your *indows S isc handy. 2unningthe 4ystem File /hecker utility may also help to resolve issues with3utlook #)press 5 83#59.

ethod (6

You can also 2einstall !nternet #)plorer 5 by using the ie.inf file 8ifyou are using *indows S with at least 4ervice ack (9. his is howit is done6

/lick on the 4tart button and then click 2un

!n the 2un dialog bo), type in 'systemroot' and then hit theV#nterW key on your keyboard

ouble click on the inf folder 8before that, make sure that the 4howHidden Files and Folders option is selected in y /omputer $W ools$W Folder 3ptions9

8'systemroot' is nothing but /6X*indows, so you can also type in/6XwindowsXinf to access this folder directly.9


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Qow, right$click on the ie.inf and then select !nstall

3nce the process is completed, restart your computer and start using!nternet #)plorer.

ethod 76

his procedure, to reinstall !#5, involves making changes to the*indows registry.

/aution6 his procedure can cause your system to become unstable,if done incorrectly.

/lick on 4tart and then select 2un

ype regedit and click on 3? 8to start the windows registry editor9

Qavigate to the registry key

H?#YL+3/A+L A/H!Q#X43F *A2#X icrosoftXActive4etupX!nstalled /omponentsX_&:&(


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his is one of the easiest methods to repair !nternet #)plorer. You cando this to fi) a variety of issues with !#, including when it throws up ablank page when you try to open any link or url. and also, when youare not able to access secure websites. 8the ones that begin withhttps6== instead of http6==9.

o repair !nternet #)plorer, re$register the following ++ files6

urlmon.dll

act)pr)y.dll

shdocvw.dll

mshtml.dll

browseui.dll

1script.dll

vbscript.dll

oleaut7(.dll

o do that, click on 4tart $W 2un and type in regsvr7( V ++ filenameW and click 3?. *ait for the message6 ll2egister4erver inV ++ file nameW succeeded and then repeat the same sequence forthe rest of the ++ files, one by one.

8For e)ample6 if you wanted to re$register mshtml.dll, you should typeregsvr7( mshtml.dll and click 3?. 3nce you see the message6

ll2egister4erver in mshtml.dll succeeded, you can repeat the samestep for the rest of the ++ files, one by one.9


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*hen you are Qot Able to Access 4ecure *ebsites 8these are websites that begin with https6== instead of 1ust http6==9, re$register thefollowing ++ files6

softpub.dll

wintrust.dll

initpki.dll

dssenh.dll

rsaenh.dll

gpkcsp.dll

sccbase.dll

slbcsp.dll

cryptdlg.dll

Q3 #6 2emember this, when you have Full Qetwork /onnectivity in acomputer but still if you are Onable to Access the !nternet and "rowse*ebsites, it is an indication of /orruption of *insock. his issue willbe resolved if you 2eset *insock. 8 he command to reset the

winsock catalog in your computer is netsh winsock reset catalogc6X;(7.t)t9

*hat is a Qetwork-

A Qetwork is nothing but a collection of computers connectedtogether. 8 his connection may be wired or wireless or both.9

*hat is Qetworking-

Qetworking is the process of communication between inter$connected


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devices, mainly for the purpose of 4haring Qetwork 2esources.8 his 1ust means that if you have a Qetwork of /omputers, you can actually4hare 2esources D for e)ample6 if you have a network of, say ;s computer.9

*hat are the different types of networks-

here are three types of networks.

hey are6

+3/A+ A2#A Q# *32?4 8+AQ96 A +AQ is nothing but a group ofcomputers connected together within the same geographical area. !tcan span upto ( kilometers.

he ain /omponents of a +AQ are6

Q!/ 8Qetwork !nterface /ard9

/able 8/o$a)ial, /at G or /at 59

Hub or 4witch


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cabled or connected to each other in the network.

4ome of the important hysical opologies are6

"us opology

4tar opology

2ing opology

esh opology

"O4 3 3+3CY6

!n this type of opology, there is a /entral "us or a "ackbone /able which runs across the Qetwork and all the /omputers 8or Qodes9 areconnected to this /entral "us. Any ata which is transmitted throughthis "us can be received by any /omputer that is connected to it. !fanything goes wrong with the /entral "us, which is the "ackbone/able, the #ntire Qetwork goes down. his type of opology follows4erial /ommunication.

Qetworking $ "us opology

/3 3Q#Q 4 2#PO!2# F32 "O4 3 3+3CY6


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/o$A)ial /able 8which is the "ack"one /able9

$/onnectors

"Q/ /onnectors 8"Q/ stands for "ritish Qetwork /onnector9

erminator

atch /able

4 A2 3 3+3CY6

!n a 4tar opology, many /omputers are linked to a /entral Onit D aypical #)ample for this kind of opology is a Hub to which many

/omputers 8Qodes9 are connected. *hen one of the computers inthe Qetwork transmits a signal, it travels to the Hub, which in turntransmits it to all the other computers 8Qodes9. his kind of network ispretty simple to set up and is quite common in smallcompanies=organizations, in a *orkgroup environment.

Qetworking opologies $ 4tar opology

he 4tar opology is more advanced than "us opology. !t uses aHub or a 4witch and /at G = /at 5 cables. !t also uses 2 EGconnectors. 82 stands for 2ecommend ack9. !t offers faster ata

ransfers and rocessing.


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he Advantages of using 4tar opology are6

Failure of one computer in the network does not affect other

computers.

ultiple cable types can be used D if the Hub supports it.

Qetworking costs can be brought down by using the Hub to sharedevices.

2!QC 3 3+3CY6

he 2ing opology connects all the /omputers 8Qodes9 in theQetwork in one 4ingle ath, whose ends are 1oined to form a /ircle8or 2ing9. his opology is used with there is a requirement for Fault

olerance 82edundancy9. A device called 4AO 8 ulti 4tation AccessOnit9 is used here, inside which a +ogical 2ing is formed whichensures the availability of the Qetwork. !t was basically implementedin !" Qetworks and usually runs around a /ampus or a group ofbuildings to form a high$speed, fault tolerant Qetwork backbone.

Qetwork opologies $ 2ing opology

/HA2A/ #2!4 !/4 2!QC 3 3+3CY6

his topology is more fault resistant than the others.

he Qetwork will not crash even if the capacity is e)ceeded D instead,it will only function at a much reduced speed.


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he failure of any one computer in the Qetwork can bring down theentire network.

he entire Qetwork gets affected when adding new computers or

removing computers from the Qetwork.*hen compared to the other topologies, this one is difficult tomaintain.

#4H 3 3+3CY6

!n this type of opology, #very /omputer on the Qetwork has aseperate connection to every other computer on the Qetwork. hesetypes of networks are highly Fault 2esistant D which means, if anycomputer in the network stops working, it will not pull down the rest ofthe network. his is usually too e)ensive for larger networks and isused widely in smaller networks which are required to be robust andfault resistant. However, this topology can be applied on largernetworks also D for e)ample, to connect multiple networks through amesh of of alternate connections like Fibre 3ptic cables U +easedlines and even co$a)ial thicknet cables.

etworking evices

4ome of the important Qetworking evices are6

Hubs

4witches

2outers

Q!/4 8Qetwork !nterface /ards or 1ust plain Qetwork Adapters.9

Qetworking evices $ Hub Hubs6 hese are simple network devices which facilitate communication between two or more computers in anetwork. hese devices are generally used in small networks. Hubs


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follow "roadcasting to transmit data D which means data sent fromone computer through a hub is transmitted through all the ports in theHub. he image below shows a typical & port hub D you can connect& computers to it using ethernet cables. Hubs generally come with E,

&, ;5 or even (E ports.

4witch6 !t is also a device which allows computers to connect to itusing ethernet cables, 1ust like the hub. "ut a 4witch is more

intelligent than a hub D it uses Onicast to transmit data. "ut, unlikethe Hub where data is sent out to all the ports, a switch forwards dataonly to the target computer. his is how it is done D a switchmaintains a table called ac !nformation able 8 ! 9 which getsgenerated as soon as the switcQetworking evices $ 4witchh isturned on. his ! acts like an !nde) table which contains the ortQumber, ! address and A/ Address of all the computersconnected to the switch. Osing a switch, you can monitor the usageof your network and also control access to different parts of yournetwork. 4witches allow much faster data transfers than hubs. heimage below shows a typical (E port switch. A switch might looksimilar to a hub D but functionally, it is very different and much moreadvanced, so don>t get confused.

2outers6 hese are devices that connect two different networks and2outing is nothing but the process of communication between

different networks. For e)ample, using a 2outer, you can connect a/lass A Qetwork with a /lass / network. A 2outer can be wired or

wireless.


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Qetworking evices $ 2outer

Q!/s 8Qetwork !nterface /ards96 A Q!/ is by far, the most importantQetworking evice which allows your computer to physically connectto a Qetwork. ost computer motherboards today, come with built$inQ!/s. "ut you can also buy a Q!/ which you can fi) in one of the /!slots of your computer>s motherboard.

34! 2eference odel

34! stands for 3pen 4ystems !nterconnection. !t is a Qetworking2eference odel that was created by the !43 8!nternational3rganization for 4tandardization9, sometime in the late ;:%


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he 34! odel is a Framework which provides a set of guidelines tocreate and implement Qetworking 4tandards, Qetworking evicesand !nternetworking 4chemes.

he ifferent +ayers of the 34! odel6

he 34! odel has 4even +ayers. "efore ! tell you what the layersare, ! want you to remember the phrase6

lease o Qot ake 4ales erson>s Advice

8 lease note6 ! don>t mean any disrespect to 4ales eople. his is 1ust an easy way to remember the different layersN9

!n the above phrase, note the First +etters of #ach *ord D they standfor the different Qetworking +ayers D which are as given below6

A +!/A !3Q +AY#2

2#4#Q A !3Q +AY#2

4#44!3Q +AY#2

2AQ4 32 +AY#2

Q# *32? +AY#2

A A +!Q? +AY#2

HY4!/A+ +AY#2


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;. efine Qetwork-

A network is a set of devices connected by physical media links. Anetwork is recursively is a connection of two or more nodes by aphysical link or two or more networks connected by one or morenodes.

(. *hat is a +ink-

At the lowest level, a network can consist of two or more computersdirectly connected by some physical medium such as coa)ial cable oroptical fiber. 4uch a physical medium is called as +ink.

7. *hat is a node-

A network can consist of two or more computers directly connectedby some physical medium such as coa)ial cable or optical fiber. 4ucha physical medium is called as +inks and the computer it connects iscalled as Qodes.

E. *hat is a gateway or 2outer-

A node that is connected to two or more networks is commonly calledas router or Cateway. !t generally forwards message from onenetwork to another.


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G. *hat is point$point link-

!f the physical links are limited to a pair of nodes it is said to be point$

point link.

5. *hat is ultiple Access-

!f the physical links are shared by more than two nodes, it is said tobe ultiple Access.%. *hat are the advantages of istributed

rocessing-

a. 4ecurity=#ncapsulation

b. istributed database

c. Faster roblem solving

d. 4ecurity through redundancy

e. /ollaborative rocessing

&. *hat are the criteria necessary for an effective and efficientnetwork-

a. erformance

!t can be measured in many ways, including transmit time andresponse time. b. 2eliability

!t is measured by frequency of failure, the time it takes a link torecover from a failure, and the network0s robustness.


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c. 4ecurity

4ecurity issues includes protecting data from unauthorized accessand virues.

:. Qame the factors that affect the performance of the network-

a. Qumber of Osers

b. ype of transmission medium

c. Hardware

d. 4oftware

;


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time. +atency corresponds to how long it tGakes a message to travelfrom one end off a network to the other. !t is strictly measured interms of time.

;5. efine 2outing-

he process of determining systematically hoe to forward messagestoward the destination nodes based on its address is called routing.

;%. *hat is a peer$peer process-

he processes on each machine that communicate at a given layerare called peer$peer process.

;&. *hen a switch is said to be congested-

!t is possible that a switch receives packets faster than the shared linkcan accommodate and stores in its memory, for an e)tended periodof time, then the switch will eventually run out of buffer space, andsome packets will have to be dropped and in this state is said tocongested state.

;:. *hat is semantic gap-

efining a useful channel involves both understanding theapplications requirements and recognizing the limitations of theunderlying technology. he gap between what applications e)pectsand what the underlying technology can provide is called semanticgap.


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(


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ii. A4ynchronous 3r 4tatistical .

c. *ave ivision ultiple)ing 8* 9

(E. *hat is F -

F is an analog technique that can be applied when the bandwidthof a link is greater than the combined bandwidths of the signals to betransmitted.

(G. *hat is * -

* is conceptually the same as F , e)cept that the multiple)ingand demultiple)ing involve light signals transmitted through fiberoptics channel.

(5. *hat is -

is a digital process that can be applied when the data ratecapacity of the transmission medium is greater than the data raterequired by the sending and receiving devices.

(%. *hat is 4ynchronous -

!n 4 , the multiple)er allocates e)actly the same time slot to eachdevice at all times, whether or not a device has anything to transmit.

(&. +ist the layers of 34!


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layers.

7(. *hat are the concerns of the hysical +ayer-

hysical layer coordinates the functions required to transmit a bitstream over a physical medium.

a. hysical characteristics of interfaces and media

b. 2epresentation of bits

c. ata rate

d. 4ynchronization of bits

e. +ine configuration

f. hysical topology

g. ransmission mode

77. *hat are the responsibilities of ata +ink +ayer-

he ata +ink +ayer transforms the physical layer, a raw transmissionfacility, to a reliable link and is responsible for node$node delivery.

a. Framing

b. hysical Addressing

c. Flow /ontrol

d. #rror /ontrol

e. Access /ontrol


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7E. *hat are the responsibilities of Qetwork +ayer-

he Qetwork +ayer is responsible for the source$to$destination

delivery of packet possibly across multiple networks 8links9.

a. +ogical Addressing

b. 2outing

7G. *hat are the responsibilities of ransport +ayer-

he ransport +ayer is responsible for source$to$destination deliveryof the entire message.

a. 4ervice$point Addressing

b. 4egmentation and reassembly

c. /onnection /ontrol

d. Flow /ontrole. #rror /ontrol

75. *hat are the responsibilities of 4ession +ayer-

he 4ession layer is the network dialog /ontroller. !t establishes,

maintains and synchronizes the interaction between thecommunicating systems.

a. ialog control

b. 4ynchronization

7%. *hat are the responsibilities of resentation +ayer-


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he resentation layer is concerned with the synta) and semantics ofthe information e)changed between two systems.

a. ranslation

b. #ncryption

c. /ompression

7&. *hat are the responsibilities of Application +ayer-

he Application +ayer enables the user, whether human or software,to access the network. !t provides user interfaces and support forservices such as e$mail, shared database management and othertypes of distributed information services.

a. Qetwork virtual erminal

b. File transfer, access and anagement 8F A 9

c. ail services

d. irectory 4ervices

7:. *hat are the two classes of hardware building blocks-

Qodes and +inks.

E


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E7. *hat is #rror etection- *hat are its methods-

ata can be corrupted during transmission. For reliable

communication errors must be deducted and /orrected. #rroretection uses the concept of redundancy, which means adding e)tra

bits for detecting errors at the destination. he common #rroretection methods are

a. Rertical 2edundancy /heck 8R2/9

b. +ongitudinal 2edundancy /heck 8R2/9

c. /yclic 2edundancy /heck 8R2/9

d. /hecksum

EE. *hat is 2edundancy-

he concept of including e)tra information in the transmission solelyfor the purpose of comparison. his technique is called redundancy.

EG. *hat is R2/-

!t is the most common and least e)pensive mechanism for #rroretection. !n R2/, a parity bit is added to every data unit so that the

total number of ;s becomes even for even parity. !t can detect allsingle$bit errors. !t can detect burst errors only if the total number oferrors in each data unit is odd.

E5. *hat is +2/-


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!n +2/, a block of bits is divided into rows and a redundant row ofbits is added to the whole block. !t can detect burst errors. !f two bitsin one data unit are damaged and bits in e)actly the same positionsin another data unit are also damaged, the +2/ checker will notdetect an error. !n +2/ a redundant data unit follows n data units.

E%. *hat is /2/-

/2/, is the most powerful of the redundancy checking techniques, is

based on binary division.

E&. *hat is /hecksum-

/hecksum is used by the higher layer protocols 8 / =! 9 for errordetection

E:. +ist the steps involved in creating the checksum.

a. ivide the data into sections

b. Add the sections together using ;0s complement arithmetic

c. ake the complement of the final sum, this is the checksum.

G


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!n block coding, we divide our message into blocks, each of k bits,called datawords. he block coding process is one$to$one. he samedataword is always encoded as the same codeword.

GG. *hat are /ode *ords-

r redundant bits are added to each block to make the length n ] k \r. he resulting n$bit blocks are called codewords. (n $ (k codewordsthat are not used. hese codewords are invalid or illegal.

G5. *hat is a +inear "lock /ode-

A linear block code is a code in which the e)clusive 32 8additionmodulo$(9 of two valid codewords creates another valid codeword.

G%. *hat are /yclic /odes-

/yclic codes are special linear block codes with one e)tra property. !na cyclic code, if a codeword is cyclically shifted 8rotated9, the result isanother codeword.

G&. efine #ncoder-

A device or program that uses predefined algorithms to encode, orcompress audio or video data for storage or transmission use. Acircuit that is used to convert between digital video and analog video.


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G:. efine ecoder-

A device or program that translates encoded data into its original

format 8e.g. it decodes the data9. he term is often used in referenceto #C$( video and sound data, which must be decoded before it isoutput.

5

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