Network Troubleshooting

Troubleshooting Models TCP/IP Troubleshooting Utilities Hardware Troubleshooting Tools Common Connectivity Issues

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Troubleshooting

Recognition

Diagnosis

Resolution

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Troubleshooting Models

Step-by-step approach

Administrator

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The Network+ Troubleshooting Model

1. 2. 3. 4. 5. 6. 7. 8. 9. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution Document the process and solution

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Step 1: Gather Information; Identify Symptoms and Problems

1. Gather information; identify symptoms and problems
Gather information Re-create the problem List potential causes

2. Identify the affected area 3. Determine what has changed 4. Establish the most probable cause 5. Determine if escalation is necessary 6. Create an action plan and solution, identifying potential effects 7. Implement and test the solution 8. Identify the results and effects of the solution 9. Document the process and solution

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Step 2: Identify the Affected Area

1. Gather information; identify symptoms and problems 2. Identify the affected area

One user Several users One server One segment The network

3. 4. 5. 6. 7. 8. 9.

Determine what has changed Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution Document the process and solution
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Step 3: Determine What Has Changed

1. Gather information; identify symptoms and problems 2. Identify the affected area 3. Determine what has changed
Could you ever do this? When did things change? What has changed?

4. 5. 6. 7. 8. 9.

Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution Document the process and solution

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Step 4: Establish the Most Probable Cause

1. 2. 3. 4. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause
Start with most obvious cause Work backward Try simple solutions

5. 6. 7. 8. 9.

Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution Document the process and solution

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Step 5: Determine if Escalation is Necessary

1. 2. 3. 4. 5. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause Determine if escalation is necessary
Can the problem be solved at the users desktop or over the phone? Will assistance from colleagues be required?

6. 7. 8. 9.

Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution Document the process and the solution

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Step 6: Create an Action Plan and Solution, Identifying Potential Effects

1. 2. 3. 4. 5. 6. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects
Create a plan Determine potential effects of the plan

7. Implement and test the solution 8. Identify the results and effects of the solution 9. Document the process and the solution

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Step 7: Implement and Test the Solution

1. 2. 3. 4. 5. 6. 7. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution
Implement step by step Verify that it solved the problem Verify that no new problems were introduced Test various conditions

8. Identify the results and effects of the solution 9. Document the process and solution

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Step 8: Identify the Results and Effects of the Solution

1. 2. 3. 4. 5. 6. 7. 8. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution
Re-examine your list of potential effects Test for potential effects Adjust if needed

9. Document the process and solution

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Step 9: Document the Process and Solution

1. 2. 3. 4. 5. 6. 7. 8. 9. Gather information; identify symptoms and problems Identify the affected area Determine what has changed Establish the most probable cause Determine if escalation is necessary Create an action plan and solution, identifying potential effects Implement and test the solution Identify the results and effects of the solution Document the process and solution
Use a troubleshooting template Document all information Maintain records for reference

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Troubleshooting with IP Configuration Utilities

Incorrect IP configuration

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Troubleshooting with ping

Ping to local system succeeds

Ping to default gateway fails

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Troubleshooting with tracert in Windows

Start troubleshooting at last valid connection

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Troubleshooting with arp

Incorrect mapping

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Troubleshooting with Telnet

Upper-level service fails

Use Telnet to connect

C:\> telnet 10.1.1.3 Password:

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Troubleshooting with nbtstat

Server service running as desired

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Troubleshooting with netstat

Queue shows activity No adapter errors

Connection valid Listening ports valid

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Troubleshooting with FTP

Patches and utilities

Vendor FTP site

FTP client

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Troubleshooting with nslookup

Verify default server Verify that server is responding to queries Verify that server can resolve names

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Troubleshooting with dig

Basic dig query without options or arguments

Answer section shows results of query

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System and Network Integrated Polling Software

System and Network Integrated Polling System (SNIPS) offers:
Monitoring of UNIX systems Command-line and web interfaces Monitoring functions for network services
Determine status Report

Real-time reports Alarms and logs Four supported monitoring levels:

Info Warning Error Critical

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Circuit Testers

Plugs into socket

Displays circuit status

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Multimeters

Digital

Analog

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Voltage Event Recorders

Voltage event recorders are:
Used in addition to or in conjunction with voltmeters or multimeters Attached to electrical lines or outlets Used to monitor the flow of electrical energy Useful in finding intermittent problems or hard-to-find faults

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Cable Testers

Ports for network cable

Displays media status

Adapters for different network types

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Certifiers
Certifiers are:
Used to perform tests
Cable testing Validity testing

Useful in finding short circuits and other faults Helpful in determining mode of connectivity devices
Full duplex Half duplex

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Types of Cable Testers and Certifiers

Tester or Certifier Certification tester Qualification tester LAN testers Network cable certifier

Description Determine if network meets ISO or TIA standards Use when copper and fiber media exist on network Measure possible network data speeds Used for troubleshooting Test network speed, cable skew, cable propagation delay, cable, attenuation, and cable verification Test network speed and performance

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Time-Domain Reflectometers (TDRs)

Time-Domain Reflectometers:
Used for detecting cable problems Sends an electrical signal out onto the wire and analyzes the signal on its return Can detect:
Bends Short circuits Connector problems Termination problems on coax networks

Optical TDRs used for fiber optic cabling

Detect fiber length Determine location of faulty splices, breaks, and bends Measure attenuation

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Tone Generators and Tone Locators

Probe detects signal

Port for network cable

Tone generator

Tone locator

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Crossover Cables

Wires crossed over internally

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Environment Monitors
Environment monitors help maintain proper operational environment for network equipment:
Humidity Temperature

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Hardware Loopback Plugs

Crosses over transmit/receive lines

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Butt Set

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LED Indicator Lights

Link light

Activity light

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Wireless Testers
Wireless testers are:
Wi-Fi spectrum analyzers used for detecting problems on WLANs Able to detect:
Wireless devices Points of interference Overall health of the WLAN

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Network Analyzer

Captures frames

Displays captured frames and contents

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WLAN Survey Software

WLAN survey software:
Used for:
Wireless planning Simulations Implementations

Simulates WLAN performance Can determine network coverage areas

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Physical Connectivity Issues

Physical connectivity issues include:
Crosstalk Near-end crosstalk Attenuation Collisions Short circuits Open impedance mismatches Interference

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Logical Connectivity Issues

Logical connectivity issues include:
Port speed Port duplex mismatches Incorrect VLAN assignment Incorrect IP address Wrong gateway assignment Wrong DNS server assignment Wrong subnet mask

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Wireless Connectivity Issues

Wireless connectivity issues include:
Interference Incorrect encryption levels Channel congestion Incorrect frequency ESSID mismatches Standard mismatches Distance Bounce Incorrect antenna placement

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Escalate Connectivity Issues

Connectivity issues that might need to be escalated include:
Switching loops Routing loops Routing problems Proxy arp issues Broadcast storms

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Reflective Questions
1. In your troubleshooting experience, what types of problems have you encountered? How difficult were the problems to diagnose? 2. In your opinion, what are the most common TCP/IP issues that need frequent troubleshooting?

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