© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Troubleshooting Your Network Networking for Home and Small Businesses – Chapter 9

ITE PC v4.0 Chapter 1 2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Objectives  Troubleshooting process  Utilities used to verify TCP/IP connectivity  Hardware and connection issues in wired and wireless networks  Documenting problems and interacting with a help desk

ITE PC v4.0 Chapter 1 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process Troubleshooting is the process of identifying, locating and correcting problems = postup při pojmenování, nalezení a odstraňování problémů

ITE PC v4.0 Chapter 1 4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process  Gathering Information = shromáždění informací

ITE PC v4.0 Chapter 1 5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process Bottom – up = zdola nahoru. Pomalý, ale solidní přístup.

ITE PC v4.0 Chapter 1 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process Top - down = shora dolů. Hodí se tam, kde podezíráme uživatele.

ITE PC v4.0 Chapter 1 7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process Divide – and – conquer = rozděl a panuj. Začneme uprostřed a podle nálezu postupujeme dolů nebo nahoru. Vhodné pro případy s jasnými příznaky a pro zkušené techniky.

ITE PC v4.0 Chapter 1 8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process Trial – and – error = pokus a omyl. Uděláme kvalifikovaný odhad a zkusíme, je-li to ono. Substitution = výměna. Vadný díl nebo zařízení vyměníme za jiné. Tím problém přesuneme na jinou dobu, jinou osobu, nebo vyřešíme za cenu vyšších nákladů. Hodí se v případě laciných a/nebo neopravitelných dílů.

ITE PC v4.0 Chapter 1 9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  SW Utilities

ITE PC v4.0 Chapter 1 10 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Ipconfig

ITE PC v4.0 Chapter 1 11 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  ping

ITE PC v4.0 Chapter 1 12 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Tracert

ITE PC v4.0 Chapter 1 13 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  netstat

ITE PC v4.0 Chapter 1 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  nslookup

ITE PC v4.0 Chapter 1 15 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Isolating connectivity issues

ITE PC v4.0 Chapter 1 16 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Purpose of LED indicators and their meaning

ITE PC v4.0 Chapter 1 17 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Connection issues with wired networks

ITE PC v4.0 Chapter 1 18 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Radio issues with a wireless network

ITE PC v4.0 Chapter 1 19 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Association and authentication issues within a wireless network

ITE PC v4.0 Chapter 1 20 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  DHCP Issues

ITE PC v4.0 Chapter 1 21 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Troubleshooting Integrated Router to ISP connections

ITE PC v4.0 Chapter 1 22 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions  Documentation

ITE PC v4.0 Chapter 1 23 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions  Using outside sources of help

ITE PC v4.0 Chapter 1 24 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions  Using the Helpdesk

ITE PC v4.0 Chapter 1 25 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Summary  Effective troubleshooting combines instinct, experience, and structured techniques to identify, locate, and correct network or computer problems.  Documentation is essential in effective troubleshooting, and should contain baseline information about the network.  A large proportion of networking problems relate to physical components.  Many networking problems can be identified with software utilities such as ping, tracert, and netstat.  In a network containing both wired and wireless connections, it is important to isolate the problem to either the wired or wireless network.

ITE PC v4.0 Chapter 1 26 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public