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Troubleshooting Your Network. Networking for Home and Small Businesses – Chapter 9. Objectives. T roubleshooting process U tilities used to verify TCP/IP connectivity H ardware and connection issues in wired and wireless networks D ocument ing problems and interact ing with a help desk. - PowerPoint PPT Presentation
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© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicITE PC v4.0Chapter 1 1
Troubleshooting Your Network
Networking for Home and Small Businesses – Chapter 9
ITE PC v4.0Chapter 1 2© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Objectives
Troubleshooting process
Utilities used to verify TCP/IP connectivity
Hardware and connection issues in wired and wireless networks
Documenting problems and interacting with a help desk
ITE PC v4.0Chapter 1 3© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
The Troubleshooting ProcessTroubleshooting is the process of identifying, locating and correcting problems
= postup při pojmenování, nalezení a odstraňování problémů
ITE PC v4.0Chapter 1 4© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
The Troubleshooting Process Gathering Information = shromáždění informací
ITE PC v4.0Chapter 1 5© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
The Troubleshooting Process
Bottom – up = zdola nahoru. Pomalý, ale solidní přístup.
ITE PC v4.0Chapter 1 6© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
The Troubleshooting Process
Top - down = shora dolů. Hodí se tam, kde podezíráme uživatele.
ITE PC v4.0Chapter 1 7© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
The Troubleshooting ProcessDivide – and – conquer = rozděl a panuj. Začneme uprostřed a podle nálezu postupujeme dolů nebo nahoru. Vhodné pro případy s jasnými příznaky a pro zkušené techniky.
ITE PC v4.0Chapter 1 8© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
The Troubleshooting Process
Trial – and – error = pokus a omyl. Uděláme kvalifikovaný odhad a zkusíme, je-li to ono.
Substitution = výměna. Vadný díl nebo zařízení vyměníme za jiné. Tím problém přesuneme na jinou dobu, jinou osobu, nebo vyřešíme za cenu vyšších nákladů. Hodí se v případě laciných a/nebo neopravitelných dílů.
ITE PC v4.0Chapter 1 9© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilities Used to Verify TCP/IP Connectivity
SW Utilities
ITE PC v4.0Chapter 1 10© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilities Used to Verify TCP/IP Connectivity Ipconfig
ITE PC v4.0Chapter 1 11© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilities Used to Verify TCP/IP Connectivity ping
ITE PC v4.0Chapter 1 12© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilities Used to Verify TCP/IP Connectivity Tracert
ITE PC v4.0Chapter 1 13© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilities Used to Verify TCP/IP Connectivity netstat
ITE PC v4.0Chapter 1 14© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilities Used to Verify TCP/IP Connectivity nslookup
ITE PC v4.0Chapter 1 15© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks Isolating connectivity issues
ITE PC v4.0Chapter 1 16© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks Purpose of LED indicators and their meaning
ITE PC v4.0Chapter 1 17© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks Connection issues with wired networks
ITE PC v4.0Chapter 1 18© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks Radio issues with a wireless network
ITE PC v4.0Chapter 1 19© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks
Association and authentication issues within a wireless network
ITE PC v4.0Chapter 1 20© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks DHCP Issues
ITE PC v4.0Chapter 1 21© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Hardware and Connection Issues in Wired & Wireless Networks Troubleshooting Integrated Router to ISP connections
ITE PC v4.0Chapter 1 22© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions Documentation
ITE PC v4.0Chapter 1 23© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions
Using outside sources of help
ITE PC v4.0Chapter 1 24© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Utilizing the Troubleshooting Process for Documentation and Help Desk Interactions Using the Helpdesk
ITE PC v4.0Chapter 1 25© 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.
ITE PC v4.0Chapter 1 26© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
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