1. Click to edit Master subtitle style Chapter 19: Network Troubleshooting Instructor:

2. Chapter 19 Objectives The Following CompTIA Network+ Exam Objectives Are Covered in This Chapter: 1.8 Given a scenario, implement the following network troubleshooting methodology: Identify the problem: – Information gathering –Identify symptoms – Question users –Determine if anything has changed Establish a theory of probable cause: – Question the obvious Test the theory to determine cause: – Once theory is confirmed determine next steps to resolve problem. –If theory is not confirmed, re-establish new theory or escalate. 2

3. 3 Establish a plan of action to resolve the problem and identify potential effects Implement the solution or escalate as necessary Verify full system functionality and if applicable implement preventative measures Document findings, actions, and outcomes 2.4 Given a scenario, troubleshoot common wireless problems. Interference Signal strength Configurations Incompatibilities Chapter 19 Objectives (cont)

4. 4 Incorrect channel Latency Encryption type Bounce SSID mismatch Incorrect switch placement 2.5 Given a scenario, troubleshoot common router and switch problems. Switching loop Bad cables/improper cable types Port configuration VLAN assignment Mismatched MTU/MUT black hole Power failure Bad/missing routes

5. Chapter 19 Objectives (cont) 5 Bad modules (SFPs, GBICs) Wrong subnet mask Wrong gateway Duplicate IP address Wrong DNS 3.6 Given a scenario, troubleshoot common physical connectivity problems. Cable problems: Bad connectors Bad wiring Open, short Split cables DB loss TXRX reversed

6. Chapter 19 Objectives (cont) 6 Cable placement NN EMI/Interference NN Distance NN Cross-talk

7. Network Troubleshooting 7 Troubleshooting computers and networks is a combination of art and science, and the only way to get really good at it is by doing it. Check quickly for problems in the “super-simple stuff” category. Move to common troubleshooting models that you can use like a checklist to go through to solve a surprising number of network problems.

8. Narrowing Down the Problem 8 Did You Check the Super Simple Stuff? –Check to ensure login procedures and rights. –Look for link lights and collision lights. –Check all power switches, cords, and adapters. –Look for user errors. Are There Any Cabling Issues?

9. Narrowing Down the Problem 9 Correct Login Procedure and Rights –Username and password is being entered correctly? –Check that Caps Lock key. Can the Problem Be Reproduced? The Link and Collision Lights The Power Switch Operator Error

10. Narrowing Down the Problem 10 Is Hardware or Software Causing the Problem? Is It a Workstation or a Server Problem? Which Segments of the Network Are Affected? Is It Bad Cabling or Cabling issues? –Crosstalk –Nearing or near-end crosstalk –Attenuation –Collisions –Shorts –Open impedance mismatch (echo) –Interference

11. Narrowing Down the Problem 11 Unbounded Media Issues (Wireless) –Interference –Incorrect encryption –Incorrect channel –Incorrect frequency –ESSID mismatch –Standard mismatch –Distance –Bounce –Incorrect antenna placement

12. Troubleshooting Steps 12 Step 1: Identify the Problem Question Users Determine If Anything Has Changed Identify Symptoms

13. Troubleshooting Steps 13 Step 2: Establish a Theory of Probable Cause Question the Obvious Port speed Port duplex mismatch Mismatched MTU Incorrect VLAN Incorrect IP address Wrong gateway Wrong DNS Wrong subnet mask

14. Troubleshooting Steps 14 Step 3: Test the Theory to Determine Cause

15. Troubleshooting Steps Step 4: Establish a Plan of Action to Resolve the Problem and Identify Potential Effects

16. Troubleshooting Steps 16 Step 5: Implement the Solution or Escalate as Necessary Some of the calamities that you should escalate are as follows: Switching loops Missing routes Routing loops Routing problems MTU black hole Bad modules Proxy Address Resolution Protocol (ARP) Broadcast storms

17. Troubleshooting Steps 17 Step 6: Verify Full System Functionality and If Applicable Implement Preventative Measures Step 7: Document Findings, Actions, and Outcomes A description of the conditions surrounding the problem The OS version, the software version, the type of computer, and the type of NIC Whether you were able to reproduce the problem The solutions you tried The ultimate solution

18. Troubleshooting Tips 18 Don’t Overlook the Small Stuff Prioritize Your Problems Check the Software Configuration Don’t Overlook Physical Conditions Don’t Overlook Cable Problems Check for Viruses

19. Troubleshooting Steps Review 19 1.Identify the problem. 2.Establish a theory of probable cause. 3.Test the theory to determine cause. 4.Establish a plan of action to resolve the problem and identify potential effects. 5.Implement the solution or escalate as necessary. 6.Verify full system functionality and if applicable implement preventative measures. 7.Document findings, actions, and outcomes.

20. Summary 20 Summary Exam Essentials Section Written Labs Review Questions