1. Section 13: Troubleshooting the Network CSIS 479R Fall 1999 “Network +” George D. Hickman, CNI, CNE

2. Objectives List and Describe tasks related to providing service and support on a network Describe the five-step troubleshooting model used in this course Describe record-keeping practices

3. Objectives (Con’t) Troubleshoot network and workstation problems Describe the tools that are commonly used to resolve network equipment problems

4. Service and Support Tasks Install Investigate Diagnose Fix Document Upgrade Configure

5. Troubleshooting Model Try a quick fix Eliminate user error, check the connection Gather Basic Information What are symptoms, who is affected? Develop a Plan Develop and prioritize hypotheses Execute the Plan Test only 1 thing at a time, use reliable test item Ensure User Satisfaction It is not solved until the user thinks it is solved Document the Solution You will need it again later !

6. Record Keeping Practices Components of the LAN LAN/wiring Diagrams, Inventory, WS info/inventory, Chronological Change log History of the LAN Past Problems and Resolutions, Baselines Resources used with the LAN Technology Documentation, Support contacts

7. Troubleshooting Tools (SW) Control Panel / Network settings REGEDIT LANalyzer for Windows Event Viewer Windows NT Diagnostics Control Panel / Device Manager System Information Software

8. Troubleshooting Tools (HW) Crossover Cable Eliminate need for hub (2 hosts only) Hardware loopback Hardware “Ping” Tone Generator Send sounds out to test cable continuity Tone locator (fox and hound) 2 devices, one sends signal one hears it Documentation sources Vendor web sites, 3 rd party software (MTL)