Networking Concepts Lesson 13 - Troubleshooting - Eric Vanderburg
Download as PPT, PDF1 like617 views
This document discusses various proactive measures for network troubleshooting including establishing naming conventions and policies, creating network documentation through diagrams and inventories, implementing regular backups and change management procedures, enabling logging and auditing, utilizing monitoring tools, developing customer service skills, and following a structured troubleshooting process. It emphasizes the importance of planning, documentation, testing, and establishing guidelines to facilitate smooth network operations and rapid problem resolution.
Networking Concepts Lesson 13 - Troubleshooting - Eric Vanderburg
- 1. Chapter 13 Troubleshooting Networking Concepts – Eric Vanderburg ©2005
- 2. Proactive measures Policy Naming conventions Internet use policy Security policy Privacy policy Networking Concepts – Eric Vanderburg ©2005
- 3. Proactive Measures Planning Network diagrams Documentation Address list Cable map Contact list – who to contact when an event happens Equipment list Network history – upgrade history Network map Hardware configuration – routers, switches… Server configuration Licensing Users Software should be used to speed the process up Networking Concepts – Eric Vanderburg ©2005
- 4. Network Inventory Networking Concepts – Eric Vanderburg ©2005
- 5. Machine Screen from Inventory Networking Concepts – Eric Vanderburg ©2005
- 6. Backup Determine the files to backup Make a schedule Specify backup personnel Test the backups Record and check backup logs Networking Concepts – Eric Vanderburg ©2005
- 7. Upgrades Establish guidelines for upgrades Give users advance notice of changes Backup prior to each upgrade Upgrade during off time Test upgrades in a lab or with a pilot group to resolve problems early Have plan to undo upgrade installation if necessary Networking Concepts – Eric Vanderburg ©2005
- 8. Logging Auditing Enable auditing on all servers Audit administrative actions Audit critical files and folders Audit access to certain rights Filter and review logs regularly Event Viewer Programs have their own logs too (.log, .txt) Windows setup logs: setuterr.log, setupapi.log, setuplog.txt Networking Concepts – Eric Vanderburg ©2005
- 9. Utilities Snort IDS Ethereal Protocol analyzer Network Monitor Port scanners SNMP (Simple Network Management Protocol) MIB (Management Information Base) – place where each agent stores its informaiton Agents are installed on hosts – they report back to a SNMP management program Basic network configuration can take place through SNMP RMON (Remote Monitoring) Agents (probes) can be hubs, switches, or routers also (not cheap) Has 8 different MIB types RMON1 works at layer 1 & 2 RMON2 works at layer 3 and above Networking Concepts – Eric Vanderburg ©2005
- 10. Customer Relations Skills Users are customers, and the reason network personnel have jobs Best source of information when something goes wrong with network Develop special relationships with adept users Develop guidelines about user interaction Include how to question and respond to users, handle irate users, and general user communication etiquette Networking Concepts – Eric Vanderburg ©2005
- 11. Troubleshooting structured approach Set a priority Collect information about the problem When did it happen What has changed since the time when it was working properly List possible causes Test each possible to find actual Try at least one solution for each potential cause Do only one test at a time Document the solution Networking Concepts – Eric Vanderburg ©2005
- 12. Tools DVM (Digital Voltmeter) – measures the resistance of cables to find a cable break TDR (Time Domain Reflectometer) – Determines a break in the cable and specifies where. Can also measure cable length Cable testers – check for correct termination, attenuation, measures frame counts, ect.. Oscilloscope – measures signal voltage over time. Checks for breaks, crimps, and attenuation problems. Networking Concepts – Eric Vanderburg ©2005
- 13. Software Tools Protocol Analyzer MSBA (Microsoft Baseline Security Analyzer) Port Scanner Networking Concepts – Eric Vanderburg ©2005
- 14. Resources MS Technet (www.microsoft.com/technet/default.mspx) MS Knowledge base – look up error codes here. (support.microsoft.com) Novell Knowledge base (support.novell.com) MSDN (Microsoft Developer’s Network) Newsgroups Forums Periodicals Networking Concepts – Eric Vanderburg ©2005
- 15. Troubleshooting Check physical first Define scope – user, group, entire network Given problem information, develop a list of possible bad software or hardware Run tests on a component or application Put a suspect component in a situation where everything else works. Example: NIC is suspect. Take it out and place it in a computer that is working properly and see if the NIC works there. Example: Application does not work. Install on another PC and check Check logs Lookup error codes Networking Concepts – Eric Vanderburg ©2005
- 16. Troubleshooting Install needed service packs and patches Types QFE (Quick Fix Engineering) patch – first fix to a problem Hotfix – a QFE that has been tested for errors and is packaged with an installer Cumulative patch – a group of hotfixes that pertain to a specific platform or product Service pack – a cumulative patch that undergoes months of intensive testing. Networking Concepts – Eric Vanderburg ©2005
- 17. Test Test lab or pilot program Test patches before applying them on the network SUS (Software Update Services) – creates an alternate windows update for network clients. MS updates can be approved first before appearing on the list. Must be Win2k (SP3) or Win2k3 SMS (Systems Mgmt Server) – SUS plus inventory, application usage tracking, vulnerability checks, Test upgrades & new software Networking Concepts – Eric Vanderburg ©2005