Network+ Certification (Outline) - Chapter 19: Network troubleshooting scenarios

Chapter overview: Introduction to network troubleshooting, incident administration, gathering information, possible causes: Internet router problem, internet communication problem, domain Name System (DNS) failure, local area network (LAN) communication problem, computer configuration problem, user error.
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Network+ Certification (Outline) - Chapter 19: Network troubleshooting scenarios Chapter 19, Network Troubleshooting Scenarios|1| Chapter Overview A. Introduction to network troubleshooting B. Incident administration C. Gathering information D. Possible causes 1. Internet router problem 2. Internet communication problem 3. DNS failure 4. LAN communication problem 5. Computer configuration problem 6. User error Chapter 19, Lesson 1 “I Can’t Access a Web Site” 1. Introduction A. The process of troubleshooting network problems varies, depending on the size of the organization and the people involved. 1. Medium- to large-sized organizations usually establish a procedure that determines how technical support calls are registered, addressed, and escalated. 2. In smaller organizations, the process might be much more informal. 3. The cause of the problem might be simple, such as user error, but the procedures described in this lesson illustrate how technical staff can handle even minor problems to everyone’s satisfaction. 4. Sometimes the problem seems minor, but it might actually indicate a serious network problem.|2| B. Scenario: a user named Alice calls the network help desk and reports that she has been trying to access a particular Web site for several hours and keeps receiving an error message. 1. Common problem because Internet resources are prone to occasional and sometimes frequent outages 2. Can also indicate a problem with the caller’s computer or with the internal network 3. Based on the information provided, and knowing nothing about Alice’s level of expertise, the help desk technician has no way of knowing whether the problem is caused by a. User error b. A computer configuration problem c. A faulty network connection d. A malfunction of the router providing the Internet access e. A problem with the Internet or the specific Web site itself|3| 2. Incident Administration A. The first step for the help desk staff is to begin to document the incident. B. Many help desks use software that lets technicians document calls and store them in a database. 1. Help desk software typically can a. Assign a priority to each call b. Escalate calls to senior technicians, if necessary c. List all of the information obtained from the caller d. Document the steps taken to solve the problem C. Prioritizing calls 1. Because the technician has little information about Alice’s problem at this point, he or she cannot accurately assign a priority to this call. 2. If the problem is the router or the network and many users are affected, it can be very serious. a. For example, if a company sells products over the Web, and the Web servers are located on site, an Internet connection failure means that the Web site is down and no orders are coming in. (1) In this case, the call might be assigned the highest priority. b. If revenue-producing work can go on without Internet access, the priority of the call might be lower. c. If the problem is Alice’s computer or her procedures, the priority of the call would be much lower, unless Alice is the company president. (1) It might seem as though political considerations should not affect the priority assigned to a technical support call, but they invariably do. D. Escalating calls 1. Technical support operations often have two or more tiers of support technicians, depending on their expertise and experience. a. First-tier technicians typically take help desk calls. b. If the problem is serious or complex, the first-tier technician escalates the call to the second tier. 2. A well-organized technical support team documents the escalated calls. a. Problems involving user error and individual workstations might remain in the first tier, whereas network outages and problems affecting multiple users might be immediately escalated. b. Calls should be escalated when a technician in the first tier makes several attempts to resolve the problem and cannot do so. c. Political concerns can determine whether a call is escalated. 3. The two-tier arrangement keeps the organization’s more experienced (and presumably more highly paid) technicians from having to field calls about elementary problems.|4| 3. Gathering Information ...