9781423902454_PPT_ch13 - Network+ Guide to Networks 5th...

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Network+ Guide to Networks 5 th Edition Chapter 13 Troubleshooting Network Problems
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Network+ Guide to Networks, 5 th Edition 2 Objectives Describe the steps involved in an effective troubleshooting methodology Follow a systematic troubleshooting process to identify and resolve networking problems Document symptoms, solutions, and results when troubleshooting network problems Use a variety of software and hardware tools to diagnose problems
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Network+ Guide to Networks, 5 th Edition 3 Troubleshooting Methodology Proceed logically and methodically Follow recommended steps Use experience when necessary Logical approach benefits Prevents wasteful, time-consuming efforts Unnecessary software, hardware replacements
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Network+ Guide to Networks, 5 th Edition 4 Troubleshooting Methodology (cont’d.) Troubleshooting steps Identify symptoms, problems Identify affected area Determine what has changed Establish most probable cause Determine if escalation necessary Create action plan, solution Implement solution, test result Identify results, effects Document solution, process
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Network+ Guide to Networks, 5 th Edition 5 Identify the Symptoms and Problems Ask questions Answers help identify network problem symptoms Avoid jumping to conclusions about symptoms Pay attention Users, system and network behaviors, and error messages Treat each symptom uniquely
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Network+ Guide to Networks, 5 th Edition 6 Identify the Affected Area Determine affected area and group One user or workstation? A workgroup? A department? One location within an organization? An entire organization?
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Network+ Guide to Networks, 5 th Edition 7 Identify the Affected Area (cont’d.) Narrow down time frame When did the problem begin? Has the network, server, or workstation ever worked properly? Did the symptoms appear in the last hour or day? Have the symptoms appeared intermittently for a long time? Do the symptoms appear only at certain times of the day, week, month, or year? Benefits Eliminates some causes; points to other
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Network+ Guide to Networks, 5 th Edition 8 Identify the Affected Area (cont’d.) Take time to troubleshoot correctly Ask specific questions Identify problem scope Filter unrelated user information Discover time and frequency of problem May reveal more subtle network problems Identify affected problem area Leads to next troubleshooting steps
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Network+ Guide to Networks, 5 th Edition 9 Figure 13-1 Identifying the area affected by a problem
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Network+ Guide to Networks, 5 th Edition 10 Figure 13-2 Identifying the chronological scope of a problem
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th Edition 11 Determine What Has Changed Become aware of recent network changes Ask questions pinpointing problem resulting from network change Possible actions if change generated problem Correct problem Reverse change
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9781423902454_PPT_ch13 - Network+ Guide to Networks 5th...

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