DEC30023

COMPUTER NETWORKING FUNDAMENTALS

Chapter 5
Network
Troubleshooting
 Learning Outcomes
Upon completion of this topic students will be able to:

5 .1 Remember basic troubleshooting methodology.

5.2 Understand Connectivity problems
5.3 Investigate command line trouble shooting result
Steps involved in the basic troubleshooting methodology

1. Identify the symptoms and potential causes

2. Identify the affected area
3. Find what has changed (hardware, software etc.)
4. Implement an action plan and solution
5. Test the result
6. Document the solution
 Introduction
• Problem occurs in network needs troubleshooting
 Introduction
• Troubleshooting needs proper documentation:
– The problem encountered
– Steps taken to determine the cause of the problem
– Steps to correct the problem and ensure that it will not reoccur
 Basic troubleshooting methodology

i. Identify the symptoms and potential cause

a. Ask question to identify the network problem symptoms.

b. Pay attention to users, systems and network behaviours and
error messages.
c. Treat symptom uniquely.
Assess Common Physical Problems
 Connectivity Problems
• Describe the purpose of LED indicators and their
meaning.
 Connectivity Problems
• Common Faults in Cabling.
 Common Faults in Cabling

There are several issues to watch for in cabling:

• Be sure to use the correct type of cable.
– Straight-through cables or Cross-over cables?
• Improper cable termination.
– 568A or 568B termination standard?
• Avoid untwisting too much cable during termination
• Crimp connectors on the cable jacket
•  Maximum cable run lengths
•  Verify that the correct ports are being used 
• Protect cables and connectors from physical damage.
 Basic troubleshooting methodology

ii. Identify the affected areas

a. Determine the affected area.

b. Narrow down time frame.
c. Take time to troubleshoot correctly.
 Connectivity Problems
• Determine connectivity issues
– Ping from a wireless client to the default gateway
– Ping from a wired client to the default gateway.
– Ping from the wireless client to a wired client
Connectivity Problem Based on Detection of IP Address

• Troubleshooting Integrated Router to ISP

connections.
 Basic troubleshooting methodology

iii. Find what has changed.

a. Become aware of recent network changes.

b. Possible actions if changes generated problem.
c. Network change records.
 Example: Association and Authentication Problems on a WLAN

• Identify and describe association and authentication issues

within a wireless network.
 SSID – case sensitive
 Authentication – matching key
 Encryption – encryption key
 Basic troubleshooting methodology

iv. Implements an action plan and solution

a. Consider how solution affected users, network functionality.

b. Be aware of inadvertent security implementations.
c. Understand access changes for authorized, unauthorized users.
 Basic troubleshooting methodology

v. Test the result

a. Implement only after proposed solutions effected researched.

b. Verify the problem solved properly.
c. Determine how and why solution was successful.
 Utilities for Troubleshooting Connectivity

• ipconfig - Displays IP configuration information

• ping - Tests connections to other IP hosts
• tracert - Displays route taken to destination
• netstat - Displays network connections

• nslookup - Directly queries the name server

for information on a destination
domain
Utilities for Troubleshooting Connectivity

• Ipconfig
Utilities for Troubleshooting Connectivity

• ping
Utilities for Troubleshooting Connectivity

• tracert
Utilities for Troubleshooting Connectivity

• netstat
Utilities for Troubleshooting Connectivity

• nslookup
 Basic troubleshooting methodology

vi. Document the solution.

a. Record the problem symptoms and cause.

b. List all supported service, software and contacts.
c. Record resolution in call tracking system.
 Record Troubleshooting Document

Good documentation should include:

• Initial problem
• Steps taken to isolate the problem
• Results of all steps taken, both successful and unsuccessful
• Final determined cause of the problem
• Final problem resolution
• Preventative measures
 Using Outside Sources in Troubleshooting

• Using outside sources of help

 Using of Helpdesk in Troubleshooting

• Many ways to contact a helpdesk - email, live

chat, phone.
 Using of Helpdesk in Troubleshooting

The helpdesk will require information specific to the

problem including:
• Symptoms encountered
• Who encountered the problem
• When the problem
manifests
• Steps taken to
identify the problem
• Results of steps
taken
 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.