1. Section 14.1 Section 14.2 Identify troubleshooting steps
Diagnose software, hardware, and network problems
Section 14.2
Use Windows Troubleshooters
Create a first response plan
Demonstrate how to resolve common computer problems

2. Section 14.3
Name the principal hardware tools used to troubleshoot network problems
Identify software-based monitoring tools
Identify the components that each monitor tool checks
Describe the methods for monitoring a network
Describe network troubleshooting tools

3. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Guide to Reading
Main Ideas
Troubleshooting requires a planned, methodical approach. Follow the plan and only troubleshoot one thing at a time.
Key Terms
README
system lockup
Event Viewer

4. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Troubleshooting Steps
Troubleshooting is perhaps the most difficult task that network professionals face. Specific troubleshooting models share common steps, such as the five steps shown here.

5. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Troubleshooting Steps
Step 1: Defining the Problem
The first phase is the most critical, yet most often ignored.
Without a complete understanding of the entire problem, you can spend a great deal of time working on the symptoms, without getting to the cause.
The only tools required for this phase are a pad of paper, a pen (or pencil), and good listening skills.

6. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Troubleshooting Steps
Step 2: Isolating the Cause
The next step is to isolate the problem’s cause.
Eliminate the most obvious causes first.
Your purpose is to narrow your search to one or two general categories. These categories could include:
the physical aspect of the device
operating system
drivers
application software

7. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Troubleshooting Steps
Step 3: Planning the Repair
After you have narrowed your search down to a few categories, the final process of elimination begins.
Create a planned approach to isolating the problem based on your knowledge at this point.
Start by trying out the most obvious or easiest solution, and continue toward the more difficult and complex.
Document every action and its results.

8. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Troubleshooting Steps
Step 4: Confirming the Results
No repair is complete without testing to make certain that the problem no longer exists.
Ask the user to test the solution and confirm whether it works.
You should also make sure that the fix does not generate new problems.
Check that what you have done does not have a negative impact on any other aspect of the network or the user’s computer.

9. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Troubleshooting Steps
Step 5: Documenting the Outcome
Finally, document the problem and the repair.
Recording what you have learned provides you with invaluable information.
There is no substitute for experience in troubleshooting.
Keeping a copy of the repair procedure in your technical library can be useful when the problem (or one like it) occurs again.

10. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Types of Problems
Most problems fall into one of four categories:
configuration problems
software problems
hardware problems
network problems
Regularly monitoring the network and learning to read important log files are two critical aspects of anticipating problems.

11. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Types of Problems
Software problems can result from many different causes.
Prior to installing any software, verify that the hardware meets the recommended configuration.
If a README file is available, read it before proceeding.
README A file included with the software that contains last-minute information that may warn you of potential problems you may encounter. (p. 404)

12. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Types of Problems
Hardware can malfunction for a number of different reasons.
The primary culprit is overheating. Overheating can result in a variety of symptoms, including spontaneous rebooting and system lockups.
system lockup A computer malfunction that makes the system unresponsive to any sort of user interaction, including mouse movement or keyboard activity. (p. 405)

13. Troubleshooting Basicspp
Troubleshooting Basics
14.1
Types of Problems
Network malfunctions can be difficult to track down.
Log files are a very important source of event information. Network personnel can use Windows Event Viewer to view log files.
Event Viewer An administrative utility you can use to view important log files generated by the Windows OS. (p. 405)

14. Troubleshooting Basicspp
Troubleshooting Basics
14.1
You Try It
Activity 14A – Creating a Troubleshooting Form (p. 401)
Activity 14B – Viewing Log Files with Event Viewer (p. 405)

15. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Guide to Reading
Main Ideas
Software tools can help identify problems. Faulty hardware may need to be replaced. Software problems can sometimes be resolved with a patch or upgrade.
Key Terms
Windows Troubleshooter
add-in card
jumper
frequently asked questions (FAQ)

16. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Finding the Problem
Some OSs have troubleshooting guides to help resolve most common problems.
The Windows Troubleshooters provide an excellent example of the type of methodology required to identify and resolve technical problems.
Windows Troubleshooter A set of help files that is part of the Help and Support Center. (p. 408)

17. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Finding the Problem
There are a number of different Windows Troubleshooters, such as the Printing Troubleshooter and the Modem Troubleshooter.

18. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Finding the Problem
Hardware components can have different types of problems.
Monitor problems are often fairly serious and must be repaired by certified technicians.
A common problem with add-in cards is improper seating in the motherboard slots.
External devices, such as USB devices, sometimes fail to be detected by the OS.
add-in card A component that can be added to a computer to expand its capabilities, such as a video or audio card. (p. 410)

19. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Repairing the Problem
Recovering from data loss is never a fun prospect. It is even less fun when data have not been backed up.
Here are some common scenarios that lead to data loss:
A user deletes a file accidentally.
Another user overwrites a file unknowingly.
A hard drive is damaged or crashes.
A laptop is stolen.

20. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Repairing the Problem
Driver issues can prevent the OS from working with the device. Also, configuration settings, such as an improperly set jumper on an add-in card, may prevent the device from working correctly.
jumper A small device used to connect adjacent wire pins on a circuit board. Acts as on/off switch and is used to alter the configuration of the circuit board or device. (p. 411)

21. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Repairing the Problem
Repairing a software problem is often a means of checking to make certain you have the most up-to-date version of the software. For most Windows-based programs, you can click the Help menu, then About.

22. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
Repairing the Problem
It is important to check for a frequently asked questions (FAQ) document or a README file that may indicate whether your problem has been addressed.
You can also try contacting the company’s technical support team to report the problem.
frequently asked questions (FAQs) document lists frequently asked questions and responses to those questions. (p. 412)

23. Finding and Repairing Problemspp
Finding and Repairing Problems
14.2
You Try It
Activity 14C – Using the Windows Troubleshooters (p. 408)

24. Troubleshooting Toolspp
Troubleshooting Tools
14.3
Guide to Reading
Main Ideas
Hardware tools can help you identify a variety of physical problems in the network, such as cable breaks. Software tools can monitor the network and provide insight into performance problems. Some network utilities verify connectivity between devices.
Key Terms
digital volt-ohmmeter
time-domain reflectometer (TDR)
oscilloscope
crossover cable
hardware loopback device
tone generator
tone locator
sniffer

25. Troubleshooting Toolspp
Troubleshooting Tools
14.3
Hardware Tools
Hardware tools were once very expensive, and they were difficult devices to use. They are now less expensive and easier to operate. They are helpful to identify performance trends and problems.
digital volt-ohmmeters
time-domain reflectometers (TDRs)
digital volt-ohmmeter An all-purpose electronic measuring tool used in troubleshooting computer problems. (p. 414)
time-domain reflectometer (TDR) An electronic device that sends sonarlike pulses along cables to locate breaks, shorts, or imperfections. (p. 415)

26. Troubleshooting Toolspp
Troubleshooting Tools
14.3
Hardware Tools
oscilloscopes
crossover Cables
oscilloscope An electronic instrument that measures the amount of signal voltage per unit of time and displays the result on a monitor. (p. 415)
crossover cable A cable used to connect two computers directly with a single cable. (p. 415)

27. Troubleshooting Toolspp
Troubleshooting Tools
14.3
Hardware Tools
hardware loopback device
tone generator and tone locator
hardware loopback device One type of serial port connector that enables you to test the communication capabilities of a computer’s serial port without having to connect to another computer or peripheral device. (p. 417)
tone generator A standard tool for wiring that applies an alternating or continuous tone or signal to a cable or a conductor. (p. 417)
tone locator A standard tool for wiring used to detect the correct cable at end of the wire opposite the tone generator. (p. 417)

28. Troubleshooting Toolspp
Troubleshooting Tools
14.3
Network Utilities
You can use many command-line utilities to help locate problems on the network. Several of these commands, such as the ping command, can be used on most common OSs.
Ping
TRACERT
Telnet
NSLOOKUP
NBTSTAT

29. Troubleshooting Toolspp
Troubleshooting Tools
14.3
Software Tools
Software tools are needed to monitor trends and identify network performance problems. Software tools are often used to troubleshoot problems.
network monitors
protocol analyzers
sniffers
sniffer A type of network analyzer that can monitor network traffic. (p. 420)

30. Troubleshooting Toolspp
Troubleshooting Tools
14.3
You Try It
Activity 14D - Creating a Crossover Cable (p. 416)
Activity 14E - Using the NSLOOKUP Command (p. 419)
Activity 14F - Using the NBTSTAT Command (p. 419)

31. Chapter 14
Resources
For more resources on this chapter, go to the Introduction to Networks and Networking Web site at