WORKSTATION CONNECTIVITY TROUBLESHOOTER

START

Identify problem category.

Network connectivity troubleshooting starting point

YES

Connectivity

Network config.

Security or application

The network may be correct, but there may be a configuration on a specified system that is preventing the requested action.

To page 5

Problem exists? Physical issues are the most common source of problems with network connectivity. This can lead to a number of configuration topics at layer 3 and above. Identify connecting piece of equipment (wall jack, hub, switch, etc.). To page 3

NO

Continue with use of system

Examine status of network interface on computer. Wireless or wired? To page 4

Is the cable plugged in?

NO Plug cable in / reset physical connection.

LEGEND
Wired

Notes for the current process/decision Data gathered from a process/decision Link to another page
Wireless

Identify physical components and examine state of each entity of components.

Identify wireless components to check for connectivity.

To page 2

Follow the link to the left to go to page 2 for the wireless section. Go to Start

Look for status indication of reconnection (lights).

This may be called a link light.

Copyright 2006 CNET Networks, Inc. All rights reserved.

TechRepublic.com

Page 1

Wireless troubleshooting

Is card/antenna connected?

NO YES Is a signal present? NO

Inspect access points.

NO From page 1 Move machine closer to the access point. Connect equipment.

YES Determine differences and adjust original computer.

Have signal? (other system) YES YES

Test connectivity on another workstation.

NO

Have signal?

ALTERNATE Reconfig. or replace equipment.

Identify where access points are located.

Check for signal.

Proceed to connectivity test.

MAC address

Double-check all settings and ensure that you are using correct software driver.

YES Invoke tool with your radio (if provided) to find current signal. Gather MAC address and report to wireless provider or system.

Conduct a site survey.

ALTERNATIVE OPTION

Have signal?

NO

Have signal?

NO

Check settings: SSID, WPA, encryption.

YES

At this point, wireless configuration is correct. However, network configuration may need troubleshooting.

Check for network connectivity (or invoke any authentication).

Ensure that wireless settings are correct from your wireless provider or system.

Check your radio (network card) to see if it is a new device.

Proceed to config. 2006 CNET Networks, Inc. All rights reserved.

Page 2

From page 1

Component connectivity troubleshooting

For this question, the context is within one cable. For example, you have a hub or switch under your desk.

Are you connected to a hub/switch?

YES

Locate the switch.

NO Are spare/ alternate units available? YES Swap out units in the computer room to connect with a different hub/ switch. Plug your system's connection into a different node. Relocate system in question to another location with a network connection.

NO

Consider running a new cable or reterminating both ends.

If using RJ-45, examine cables for any pinches, loosening at the head of the cable.

ALTERNATE OPTION

NO

Is the hub or switch powered on?

Identify components.

YES Provide power to the unit.

Inspect computer room equip.

ALTERNATE OPTION

Power off network devices (if possible) and reset; reset all connections; reboot system.

Examine the switch for potential cause of problem.

Replace switch or swap with another unit if possible. Does the unit appear to be functioning correctly?

YES

Reset uplink port (on both ends).

NO

Is the switch uplinked to the network? YES YES

Diagnose cabling.

Get others involved with data room.

Does connectivity appear correct here?

Determine if it is unplugged or if the hub/switch is faulty.

Replace unit and retry connectivity.

Retry connectivity. Does uplink node look operational? NO

Diagnose routing.

Diagnose switches.

Locate your node in the patch panel computer room.

Node number

Investigate your node and identify where the jack/ node goes to on a patch panel.

Go to Start

NO

Page 3
2006 CNET Networks, Inc. All rights reserved.

From page 1

Network configuration troubleshooting

This section assumes you have no physical connection issues.

Are you running TCP/ IP?

NO

Identify protocols being used (IPX/ SPX, NetBEUI, etc.).

Survey other systems on network.

Static IP address __ . __ . __ . __ STATIC Perform port scans [nmap, nmapwin, portqry]. Attempt to use another application (Web, e-mail, streaming media). This will test layer 4 communication.

YES

Static or DHCP

NOT SURE

Determine IP configuration.

SOME

Problems on other systems?

YES

DHCP

Ping other IP success?

NO

DHCP __ . __ . __ . __

In Windows, a rightclick on your network connection and properties of the protocol will provide this information

Possible misdiagnosis of hardware

YES

Back to page 3

Fix server-side or equipment issue.

NO Temporarily obtain and configure a static IP address. Determine IP address of another network system preferrably routed ALTERNATE CONFIGURATION Does your system currently have an IP address? YES Attempt to ping the IP address that you currently have assigned. In Windows systems, type ipconfig /renew from a prompt. This includes VPN clients, protocol analyzers, etc. Remove and reconfigure the protocol from the network stack. Explore updated drivers, service packs, network clients, etc. Go to Start NO

NO

Attempt to obtain a new IP address.

YES

Ping DG success?

Go to Start

Try a CD-based Linux distro like Knoppix to see if your DHCP network settings come through

With ping, explore the network. Start with the default gateway.

YES

Reply received?

Most Linux distros will give you the IP configuration by ifconfig -a. NO YES

ALTERNATE CONFIGURATION Remove any 3rdparty applications/ network services that modify the network stack. Remove and reconfigure the network client in use.

ALTERNATE CONFIGURATION

Go to another system on the network and try the same task.

ALTERNATE CONFIGURATION

Does your system have an IP address now?

Some systems may require a boot to release and renew an IP address. NO

Page 4

2006 CNET Networks, Inc. All rights reserved.

YES From page 1 Security or application diagnosis This section assumes successful results from previous tests. Are you getting an error message? For every network app?

YES

ALTERNATE CONFIGURATION

NO Attempt to use the ping command to access something outside of your network. Attempt application connectivity on another workstation.

NO Double-check all routing protocols (OSPF, BGP, RIP, etc.) on equipment.

ALTERNATE CONFIGURATION

Explore again for connectivity problems.

Below are sample error situations and possible solutions.

This may not give a reply if everything is correct, but an address should be resolved (e.g., ping www.cnet.com).

Resolve configuration with first system.

NO

Problem remains?

Explore support options from application at hand.

Web browser displays "The page cannot be found" or equivalent.

Check HTTP proxy server settings if used. Also check Web router/ firewall.

YES

Explore other connectivity or support

Check server or app youre trying to access to ensure the issue isnt there.

Explore physical connectivity to ensure that nothing is loose.

E-mail application cannot receive or transport messages.

Ensure SMTP/ POP server or local groupware server configuration is correct.

YES

Is it intermittent?

Perform test on the actual server (if possible).

NO YES Resolve name to address correctly?

Problem is restricted to one application in particular.

Check another networked application (Web, e-mail, etc.).

YES

Username:______ Password:______ _

Obtain a different set of credentials, preferably administrative. NO First, perform this retest of the application/ connectivity on a different system.

Problem remains?

Cannot connect to a database via ODBC.

Test ODBC connectivity in Control Panel if using Windows.

NO

Explore DNS, WINS, or other name resolution tools in place on network.

Explore to resolve other server/ network infrastructure topics.

Now, perform the test on the original system.

Single application not working on network.

Go to Start

2006 CNET Networks, Inc. All rights reserved.

Page 5