Chapter 9 case_study
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This document outlines a case study for troubleshooting network issues at a small business. It describes troubleshooting objectives like verifying TCP/IP connectivity and identifying common hardware and connection problems. It presents a scenario where the receptionist's computer is not working and tasks the reader to develop questions to ask the user, explain the troubleshooting technique, and suggest utility programs to run to determine the problem before visiting the office. The summary provides context and highlights the key elements of troubleshooting covered in the case study.
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Chapter 9 case_study
- 1. CCNA Discovery: Networking for Home and Small Businesses Chapter 9 Case Study CHAPTER 9 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. SCENARIO 9 Despite all your best efforts and an extensive “educational” campaign for the staff and owners of the OneWorld Real Estate Company, not everything has gone as smoothly as you wished. The receptionist has just called you on the phone to say that her computer does “not appear to be working”. This, of course, is a fairly generic statement, and you now wish to ascertain what the problem might be before heading off to their office to check it out. TASKS 9 1. Develop a short set of questions you might ask a non‐technical user when such a scenario occurs. 2. What troubleshooting technique are you likely to use under these circumstances? 3. Explain your technique. 4. What utility programs could you have the asked the receptionist to run on her computer to help to determine the problem? Explain. © 2009 Cisco Learning Institute