10.
0 Troubleshooting Networks
Network troubleshooting is the collective measures and processes used to identify, diagnose and
resolve problems and issues within a computer network. It is a systematic process that aims to resolve
problems and restore normal network operations within the network.
Network troubleshooting is primarily done by network engineers or administrators to repair or optimize
a network. It is generally done to recover and establish network or Internet connections on end
nodes/devices.
Some of the processes within network troubleshooting include but are not limited to:
Finding and resolving problems and establishing Internet/network connection of a
computer/device/node
Configuring a router, switch or any network management device
Installing cables or Wi-Fi devices
Updating firmware devices on router switch
Removing viruses
Adding, configuring and reinstalling a network printer
Network troubleshooting can be a manual or automated task. When using automated tools, network
management can be done using network diagnostic software.
10.2 Specific Objectives
At the end of the lesson you should be able to;
Explain what network troubleshooting is all about.
Explain the Problem solving process.
Software tools for troubleshooting.
10.3 Lecture Outline
10.3.1 Problem Solving
10.3.2 Troubleshooting Methods
10.3.3 Software Tools
10.4 Lecture Activities
10.5 Self-test Questions
10.6 Summary
10.3.1 Problem Solving
Problems happen! Even when the network is monitored, the equipment is reliable, and the users are
careful, things may go wrong. The test of a good network administrator is the ability to analyze,
troubleshoot, and correct problems under pressure of a network failure that causes company downtime.
Good network administration techniques were described in Semester 3. The suggestions below review
those techniques as well as offer other tools for troubleshooting a network. Here is a review of previous
and some additional techniques for troubleshooting a network. These techniques as stated before can be
the best tools in curing network problems.
The first and most important thing is to use your engineering journal and take notes. Note taking can
define a clear path to diagnosing a problem. It can tell you what you have already tried and what effect
it had on the problem. This can be extremely valuable to the troubleshooter so those previous attempts
at resolving the problem won't be needlessly repeated as time goes on. Taking notes is also very
valuable if the problem is handed off to another technician to prevent them from having to redo all of
the work that was already done. A copy of these notes should be included with the resolution of the
problem when the trouble ticket on this job is completed. This can provide a reference for any similar
problems that might happen related to this particular problem.
Another essential element of preemptive troubleshooting is labeling. Label everything, including both
ends of a horizontal cable run. This label should include not only the number of the cable but also
where the other end is located and the usage of the cable, for example, voice, data or video. This type
of label can be even more valuable than a wiring cut sheet when it comes to troubleshooting, because it
is located right where the unit is and not stuck in a drawer somewhere. Along with the wire labels,
labeling each port on a hub, switch or router as to location, purpose, and point of connection will
greatly improve the ease with which problems can be solved. Finally, all other components attached to
the network should also be labeled as to their location and purpose. With this type of labeling, all
components can be located and their purpose on the network easily defined. Proper labeling, used with
the network documentation created when the network was built and updated, will give a complete
picture of the network and its relationships. One other important reminder from the previous semester
is that the documentation is only useful if it is current. All changes made to the network must be
documented both on the devices or wire that is changed and the paper documentation used to define the
complete network.
The first step in network troubleshooting is the definition of the problem. This definition can be a
consolidation of many different sources. One of the sources could be a trouble ticket or help desk
report, which initially identifies a problem. Another might be a phone conversation with the user
having the problem to gather more information about the problem. Network monitoring tools may
provide a more complete idea about the specific problem to be resolved. Other users and your own
observations will provide information. Evaluating all of this information may give the troubleshooter a
much clearer starting place to resolve the problem, rather than by working from any one of the sources
alone.
Network troubleshooting is a systematic process applied to solving a problem on a network. A good
way to get started would be to use the Dartmouth Design Matrix that was used in the network design
phase of the course. It is a very good tool for establishing a systematic analysis technique for
troubleshooting. Another technique for troubleshooting is the scientific method. In the first list is the
actual scientific method and the second list shows the scientific method specifically pointed at
troubleshooting.
Scientific Method:
1. Observe some aspect of the universe.
2. Invent a theory that is consistent with what you have observed.
3. Use the theory to make predictions.
4. Test those predictions by experiments or further observations.
5. Modify the theory in the light of your results.
6. Go to step 3.
Scientific Method for Troubleshooting:
1. Identify network/user problem.
2. Gather data about network/user problem.
3. Analyze data to come up with a possible solution to the problem.
4. Implement solution to network to attempt correction to the system.
5. If the problem isn't resolved, undo previous changes and modify data.
6. Go to step 3
10.3.2 Troubleshooting Methods
The Process of Elimination and Divide and Conquer techniques are the most successful methods for
networking troubleshooting. The following scenarios explain these techniques.
The Process of elimination technique will be applied to the following problem:
A user on your network calls the help desk to report that their computer can no longer get to the
Internet. The help desk fills out the error report form and forwards it to you, the network support
department.
You call and talk to the user and they tell you that they have done nothing differently than they have
always done to get to the Internet. You check the hardware logs for the network and find out that the
user's computer was upgraded last night. Your first solution is that the computer's network drivers must
be incorrectly configured. You go to the machine and check the network configuration information on
the computer. It seems to be correct, so you Ping the server on that subnet. It doesn't connect.
The next solution is to check to see if the workstation cable is plugged in. You check both ends of the
cable and then try Pinging the server again.
Next you Ping 127.0.0.1, the loopback address for the computer. The Ping is successful, so that
eliminates a possible problem between the computer, driver configuration, and the NIC card.
You decide then that there might be a problem with the server for this network segment. There is
another networked computer at the next desk, so you Ping the server's address and the result is
successful. This eliminates the server, the backbone, and the server's connection to the backbone as the
problem.
You then go to the IDF and switch the port for the workstation, go back to the workstation and try to
Ping the server again. The solution still does not work. This narrows your search down to the horizontal
cabling or the workstation patch cable. You go back to the IDF, put the cable back in the original switch
port, get a new workstation patch cable and return to the workstation.
Replace the workstation cable, and try to Ping the server again. This time it is successful, so you have
fixed the problem.
The last step is to document the problem solution on the error report form and return it to the help desk
so it can be logged as completed.
The Divide and Conquer technique will be applied to this problem:
You are combining two networks that work fine when not connected, but when they are joined the
entire combined network fails. Refer to the diagram for reference.
The first step would be to divide the network back into two separate networks and verify that the two
still operate correctly when separated. If this is true then remove all of the subnet connections for one
of the connecting routers and reconnect it to the other working network. Verify that it is still working
correctly.
If the network is still functioning add each of that router's subnetworks back into the router until the
overall system fails. Remove the last subnet that was added and see if the whole network returns to
normal operation.
If the network is again functioning normally, remove the hosts from the network segment and replace
them one at a time, again checking to see when the network fails. When you find the offending device,
remove it and verify that the network returns to normal.
If the network is still functioning normally, you have isolated the faulty piece of equipment. It is now
possible to troubleshoot this individual piece of equipment to find out why it was causing the entire
network to crash. If nothing proves to be wrong with this device upon analysis, it may be that this
device in conjunction with another device on the opposite network is causing the problem. To find the
other end of the problem you would have to repeat the process that was used above. This is that
process:
First reconnect the host that caused the network to fail. Then disconnect all of the subnetworks from the
other router. Check that the network has returned to operating status.
If the network is functioning again, add each of that router's subnetworks back into the router until the
overall system fails. Remove the last subnet that was added before the failure and see if the whole
network returns to normal operation.
If the network is again functioning normally, remove the hosts from the network segment and replace
them one at a time, again checking to see when the network fails. When you find the offending device,
remove it and verify that the network returns to normal.
If the network is still functioning normally, you have isolated the other faulty piece of equipment. It is
now possible to troubleshoot this individual piece of equipment to find out why it was causing the
entire network to crash. If nothing proves to be wrong with this device upon analysis, compare the two
hosts and find the reason for their conflict. By resolving this conflict, you will be able to reconnect both
stations into the network and it will still function normally
10.3.3 Software Tools
Along with the processes that are described above, there are software tools that are available for the
network administrator to use to solve network connectivity problems. These tools can help in Local
Area Network troubleshooting, but are especially helpful in a Wide Area Network troubleshooting
situation.
We will look at the commands that are available to a network administrator in most client software
packages. These commands include the Ping, Tracert (Traceroute), Telnet, Netstat, ARP, and IPconfig
(WinIPcfg).
Ping
Sends ICMP echo packets to verify connections to a remote host. The following output will display if
the ping is successful. The output shows the number of packets responded to and the return time of the
echo.
Ping [-t] [-a] [-n count] [-l length] [-f] [-i ttl] [-r count] destination
-t Ping until interrupted
-a Resolves host name and ping address
-n Resolves host name and ping address
-l Length – send specified size echo packets
-f DO NO FRAGMENT command sent to gateways
-i ttl sets the TTL field
-r count records the route of the outgoing and returning packets
destination Specifies the remote host to ping by domain name or by IP address
Tracert (Traceroute)
This utility shows the route a packet took to reach its destination. The following output shows the trace
command.
Tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout] target_name
Telnet
This is a terminal emulation program that will allow you to run interactive commands on the telnet
server. Until a connection is established, no data will pass and if the connection should break telnet will
inform you. Good for testing login configuration parameters to a remote host. Telnet [destination (IP or
DNS name)]
Netstat Displays protocol statistics and current TCP/IP network connections.
ARP
Used to gather hardware addresses of local hosts and the default gateway, you can view the ARP cache
and check for invalid or duplicate entries.
IPconfig (Windows NT)/WinIPcfg (Windows 95-98) These Windows utilities display IP-addressing
information for the local network adapter(s) or a specified NIC.
ifconfig (ip addr show): This is an equivalent of ipconfig command but only applicable to UNIX and Linux.
10.4 Lecture Activities
Continue with the fact -finding mission and get information from the Network
Administrator/Engineer of your company/organization. Try to find out the following:
How do you normally solve problems? Any particular procedure?
Is it the same approach that your network administrator uses to solve
problems in your network?
10.5 Self –Test Questions
Describe the problem solving process.
List and briefly explain some of the software tools available for the network
administrator in managing the network.
10.6 Summary
In this lesson we have learned:
About Network troubleshooting.
The problem solving process..
The software tools for troubleshooting a network.
