1. © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Troubleshooting Your Network Networking for Home and Small Businesses – Chapter 9

2. ITE PC v4.0 Chapter 1 2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Objectives  Describe the troubleshooting process.  Describe the utilities used to verify TCP/IP connectivity.  Identify and describe common hardware and connection issues in wired and wireless networks.  Utilize the troubleshooting process to document problems and interact with a help desk.

3. ITE PC v4.0 Chapter 1 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process  Identify and describe troubleshooting process

4. ITE PC v4.0 Chapter 1 4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process  Gathering Information

5. ITE PC v4.0 Chapter 1 5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Approaches There are several different structured troubleshooting techniques available, including: Top-down Bottom-up Divide-and-conquer

6. ITE PC v4.0 Chapter 1 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Approaches

7. ITE PC v4.0 Chapter 1 7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Approaches

8. ITE PC v4.0 Chapter 1 8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Approaches

9. ITE PC v4.0 Chapter 1 9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The Troubleshooting Process Describe approaches to troubleshooting Trial and Error Substitution

10. ITE PC v4.0 Chapter 1 10 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity Detecting Physical problems A large proportion of networking problems are related to physical components or problems with the physical layer.

11. ITE PC v4.0 Chapter 1 11 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Identify and describe software utilities for troubleshooting connectivity -

12. ITE PC v4.0 Chapter 1 12 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Identify and describe software utilities for troubleshooting connectivity -

13. ITE PC v4.0 Chapter 1 13 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Identify and describe software utilities for troubleshooting connectivity -

14. ITE PC v4.0 Chapter 1 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity

15. ITE PC v4.0 Chapter 1 15 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity

16. ITE PC v4.0 Chapter 1 16 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Describe and use tracert

17. ITE PC v4.0 Chapter 1 17 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Describe and use netstat

18. ITE PC v4.0 Chapter 1 18 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilities Used to Verify TCP/IP Connectivity  Describe and use nslookup

19. ITE PC v4.0 Chapter 1 19 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Isolating connectivity issues

20. ITE PC v4.0 Chapter 1 20 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Describe the purpose of LED indicators and their meaning.

21. ITE PC v4.0 Chapter 1 21 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Describe connection issues with wired networks.

22. ITE PC v4.0 Chapter 1 22 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Identify and describe radio issues with a wireless network.

23. ITE PC v4.0 Chapter 1 23 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Identify and describe association and authentication issues within a wireless network. Encryption is the process of altering the data so that it is not usable by anyone without the proper encryption key. If encryption is enabled, the same encryption key must be configured on both the AP and the client. If the client associates with the AP but can not send or receive data, the encryption key may be the issue.

24. ITE PC v4.0 Chapter 1 24 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  DHCP Issues.

25. ITE PC v4.0 Chapter 1 25 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Hardware and Connection Issues in Wired & Wireless Networks  Troubleshooting Integrated Router to ISP connections.

26. ITE PC v4.0 Chapter 1 26 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions  Describe the importance of documentation

27. ITE PC v4.0 Chapter 1 27 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions  Using outside sources of help

28. ITE PC v4.0 Chapter 1 28 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions  Using the Helpdesk

29. ITE PC v4.0 Chapter 1 29 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 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.

30. ITE PC v4.0 Chapter 1 30 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public