1. Course ILT Troubleshooting hardware components Unit objectives Discuss the environmental factors that affect computer networks and define physical and logical indicators of network trouble Identify the function of common network tools Discuss the science of troubleshooting

2. Course ILT Topic A: Introduction to troubleshooting Topic B: Introduction to common network tools Topic C: The science of troubleshooting Topic A

3. Course ILT Introduction to troubleshooting To resolve most network difficulties –Identify physical indicators of network trouble –Identify logical indicators of network trouble Error messages also play an important role in troubleshooting network difficulties

4. Course ILT Room conditions Avoid harsh environments Make sure all power supplies are properly grounded and the polarity is correct Look for sources of magnetic fields Avoid static electricity Keep network components out of locations that might flood Choose correct fire extinguishers Keep electronic components away from cigarette smoke

5. Course ILT Placement of building contents Ensure that network cabling systems remain clear of electrical power lines Ensure that portable space heaters, hotplates, coffee warmers, and similar devices not in close proximity to network components Avoid EMI Ensure that network cabling is routed away from computer terminals continued

6. Course ILT Placement of building contents Review the local fire and electrical codes prior to cable installation Check how and where the office personnel sit at their desks

7. Course ILT Computer equipment Perform routine user maintenance on the systems in your charge Avoid temperature extremes Ensure that the equipment is protected if it must be exposed to a harsh environment Avoid all liquids at the workstation

8. Course ILT Activity A-1 page 8-5 Handling environmentally caused problems

9. Course ILT Physical and logical indicators Network hardware –Workstations and servers: enough CPU power, RAM and bus speed. –Network adapters: wh/protocol?, wh/bus?, wh/connectors? LEDs: link, power, collisions. –Cabling: “Lay of the wire”, kind o/cable. –Hubs: LEDs for data flow and collisions. –Routers: is the problem internal or external? –Switches: the book d/n mention switches, but b/c they h/individual ports, errors c/b isolated to just 1 P2P link. Error Messages –Hardware error messages: config, card seating –Software error messages: how widespread?

10. Course ILT Activity A-2 page 8-8 Discussing causes of network trouble: (2 troubleshooting scenarios.)

11. Course ILT Topic B page 8-9 Topic A: Introduction to troubleshooting Topic B: Introduction to common network tools Topic C: The science of troubleshooting

12. Course ILT Network tools Crossover cable: connect like devices Hardware loopback: tests connectivity Tone generator: testing cables for “continuity” over their length, ie, will the cable carry a signal for its length? Fox and Hound: 2 parts: the fox sends a signal and the hound locates it. Tells you where a fault is Cable tester: tests for continuity and gives you a wiring diagram so you can distinguish a patch from a crossover; also so you can see common wiring errors – split pairs, etc.

13. Course ILT Network tools Multimeter: More sophisticated and versatile devices. Able to measure a variety of electronic output and characteristics: volts, ohms, resistance, continuity, etc. Time domain reflectometer – TDR: This device is able to tell you where, along a length of cable, a fault lies, by measuring the time it takes a signal to travel the length of the cable, up to the point of the break, and then to return to the TDR.

14. Course ILT Activity B-1 page 8-11 Identifying network tools

15. Course ILT Topic C Topic A: Introduction to troubleshooting Topic B: Introduction to common network tools Topic C: The science(?) of troubleshooting

16. Course ILT Efficient troubleshooting Basic troubleshooting skills Documentation Tools

17. Course ILT The DIReCtional troubleshooting model

18. Course ILT The DIReCtional troubleshooting model Define the problem –Describe the problem –Determine the problem type –Specify the conditions –Try an immediate solution –Document everything pertaining to the problem –Set expectations Isolate the occurrence –Reproduce the problem: (if you can do this, you usually can find the answer) –Classify the problem continued

19. Course ILT The DIReCtional troubleshooting model –Reconfirm the problem –Document Resolve the problem –Research the problem –Identify potential causes –Eliminate unlikely causes –Solve the problem –Repeat the solution –Document the resolution continued

20. Course ILT The DIReCtional troubleshooting model Confirm the resolution and expectations –Review case history –Confirm with your customer –Broadcast the solution –Document final findings

21. Course ILT Troubleshooting tips Make sure the problem is not being caused by the operator Ensure that all the devices are plugged in and switched on and that the wall outlet is supplying power Ensure that the problem is not caused by software continued

22. Course ILT Troubleshooting tips Ensure that external indicators show peripherals are ready Run diagnostic programs Remove the case and re-seat the boards

23. Course ILT Troubleshooting software Check whether the application or operating system has been recently upgraded, i.e., software changes. Check whether you have made any hardware changes recently Check whether the problem is common to all the systems Check whether the problem is limited to one type of system Check whether the problem is limited to one system

24. Course ILT Activity C-1 page 8-20 Discussing troubleshooting techniques

25. Course ILT Troubleshooting documentation

26. Course ILT Activity C-2 page 8-22 Discuss Troubleshooting Documentation –The documentation can be taken down in written form, but electronic data lets you analyze the facts for trends and patterns. –Minimum info for trouble report forms: Date Contact (the person experiencing the problem) Description Symptoms Priority

27. Course ILT Traditional tools Screwdrivers Standard pliers Long-nose (needle-nose) pliers Nut drivers (or a small socket set) Tweezers Torx (spline) drivers Chip pullers Small flashlights Multimeters or Volt-Ohm-Milliammeters (VOM)

28. Course ILT Sources of troubleshooting information In-house documentation: –Your problem may already be documented Vendor manuals: –preferably with technical information Commercial publications: –Sites for PC config & repair –databases with settings, installation info, etc. Bulletin boards and online services: –either by the vendors or independent The Internet Associates and co-workers

29. Course ILT System diagnostics Disadvantages of System diagnostics –Restricted availability –Limited range of tests (determined by the vendor) –Limited to a specific system –Will not be able to test any of the expansion hardware

30. Course ILT Third-party diagnostics and utilities Advantages of third-party diagnostics and utilities –Range of support not limited to only one system or model –Available tests wide range, covering most hardware/software –Customized testing procedures –Other utilities

31. Course ILT Selecting Diagnostic Software Systems Supported: –be sure yours is supported Available Tests: –a wide range is good; software & hardware Testing Procedures: –should be flexible and able to be configured Reporting Capabilities: –should keep a log, be able to copy it, and preferably to parse it. “Destructive” Tests: –be aware if you are using one; it may, e.g., write over the data on your hard drive

32. Course ILT Activity C-3 page 8-27 Identifying troubleshooting tools

33. Course ILT Unit summary Learned about the environmental factors that affect computer networks and defined physical and logical indicators of network trouble Identified the function of common network tools Learned about the science of troubleshooting