TROUBLESHOOTING WEB SERVER/INTERNET ACCESS 1

Troubleshooting Web Server/Internet Access

Robert Thompson

University of Advancing Technology

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This document describes the steps to take when troubleshooting inability to access the internet

and web servers.

Problem: Desktop Internet browser cannot access work related web server or public web sites.

Step by step solution:

1. Make sure the client you are using is properly connected to the network. This consists

primarily of physical hardware. Commented [R1]: Layer 1: Physical Layer

a. First check if the Ethernet cable is properly connected to the client, and the cables

connecting the client to any switches and routers as well. When properly

connected look for the link lights near the outlet for the UTP cable, if it is green

you are running at full speed [see (1.c)], if it is amber you are not running at full

speed. Check the integrity of the cable and connector themselves.

b. You can/should use a cable tester to ensure there are no breaks in the cable and/or

open circuits. If there are, replace the cable and plug it in.

c. Check to see if you can access the web. If you still cannot, proceed to next step.

d. Check the switches and the routers the client is connected to via the

aforementioned cable and make sure they are powered on. If they are turned off,

turn them on and repeat (1.c). If you still cannot connect to the internet, move on

to (2).

2. Make sure the client can identify the network. Much of this step is done in the Command

Prompt. To open the Command Prompt, click start on the desktop and in the search field

type Command Prompt then hit enter. A black box will appear with a blinking

underscore.
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a. First, check to make sure the client is sending and receiving packets. In the

Command Prompt, type ping 127.0.0.1. This is the loopback address, it will send

and receive packets of data to itself. If you do not receive packets of data back

after this ping command, the Network Interface Card (NIC) is malfunctioning,

see (2.b). Commented [R2]: Layer 2: Data Link Layer

i. If the NIC is malfunctioning, you will need to replace it and update the

routing tables with the new NICs MAC address. After replacing the NIC,

go to the Command Prompt and type ping [enter default gateway here]

this will send/receive packets of data through the network (including

switches and the default gateway router) which will then update their

routing/ARP tables with the new NICs MAC address. Repeat (1.c).

b. Check to see if the client can see other clients on the network. In the Command

Prompt, type: arp a this should display the IP address and MAC address of other

clients and routers this client has sent/received data from.

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c. If you received packets after pinging the loopback address and the default

gateway, and you can view other clients IP addresses after using arp, check to see

if you can ping outside the network.

i. First ping an arbitrary website. Example: ping www.google.com If you

received a response, move on to (3). If your responses timed out, try

pinging the IP address of the same website (Example: 216.58.217.206). If

you received a response, see (2.d). If your response still timed out, move

on to (2.c.ii).

ii. If you did not receive a response after pinging the IP address and domain

name outside the network, it could mean the internet is down and you

should contact your ISP. There are other possible areas to check though

move on to next step.

d. Check the DNS resolution. In Command Prompt, type nslookup. This command

will display the Default server and the address of the server you are connected to.

This will confirm whether or not your client can identify the network. If you did

not receive a response, the DNS server is not responding properly and you need to

flush the DNS.

i. In Command Prompt, type: ipconfig /flushdns. This will remove any

cashed addresses and domain names that might be corrupt.

ii. Afterwards, in Command Prompt type ipconfig /release (releases the

current IP address on the client) followed by ipconfig /renew (reinstates a

new IP address lease). This will completely reset the clients IP address

information and could probably solve the problem. Repeat (1.c). Commented [R3]: Layer 3: Network Layer
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3. After flushing the DNS, open a web browser and attempt to connect to a public website.

Open a Command Prompt and type netstat -a this will display the open TCP/UDP

connections on your client. Look for a TCP connection with your local IP address, the

foreign IP address of the website you are attempting to connect to, and identify the state. Commented [R4]: Layer 4: Transport Layer

a. Under the state column, if it displays Established or Listening in the row which

your local IP address and public IP address you are trying to connect to, it means

a session has been established, move on to step (4).

b. If you cannot find your local IP address and the public IP address of the website

you are attempting to connect to in a displayed row, it means you are not

connected to the internet, see (2.d.ii).

4. After ensuring that you can establish a session, but still are unable to access public

websites check your firewalls port permissions. In your router settings, ensure that Port

80 is opened. Port 80 is the TCP/IP port that enables HTTP access. See (1.c) Commented [R5]: Layer 5: Session Layer

5. Check to see if the user has permissions and proper credentials to access the internet by

logging on with administrative credentials. If they do not have permissions, enable them. Commented [R6]: Layer 6: Presentation Layer

See (1.c).

6. If they can still not access public websites, attempt to use a different internet web

browser. Commented [R7]: Layer 7: Application Layer

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Source:

Meyers, M. (2012). Mike Meyers' CompTIA Network+ Guide to Managing and Troubleshooting Networks

(3rd ed.). New York: McGraw-Hill.