Transcript Book cover slide

Section 14.1
• Identify troubleshooting steps
• Diagnose software, hardware, and network problems
Section 14.2
• Use Windows Troubleshooters
• Create a first response plan
• Demonstrate how to resolve common computer
problems
Section 14.3
• Name the principal hardware tools used to troubleshoot
network problems
• Identify software-based monitoring tools
• Identify the components that each monitor tool checks
• Describe the methods for monitoring a network
• Describe network troubleshooting tools
pp.
14.1
Troubleshooting Basics
Guide to Reading
Main Ideas
Key Terms
Troubleshooting requires
a planned, methodical
approach. Follow the plan
and only troubleshoot one
thing at a time.
README
system lockup
Event Viewer
400-406
pp.
14.1
Troubleshooting Basics
Troubleshooting Steps
Troubleshooting is perhaps the most difficult task that
network professionals face. Specific troubleshooting
models share common steps, such as the five steps
shown here.
400-406
pp.
14.1
400-406
Troubleshooting Basics
Troubleshooting Steps
Step 1: Defining the Problem
The first phase is the most critical, yet most often ignored.
Without a complete understanding of the entire problem,
you can spend a great deal of time working on the
symptoms, without getting to the cause.
The only tools required for this phase are a pad of paper, a
pen (or pencil), and good listening skills.
pp.
14.1
Troubleshooting Basics
Troubleshooting Steps
Step 2: Isolating the Cause
The next step is to isolate the problem’s cause.
Eliminate the most obvious causes first.
Your purpose is to narrow your search to one or two
general categories. These categories could include:
• the physical aspect of the device
• operating system
• drivers
• application software
400-406
pp.
14.1
400-406
Troubleshooting Basics
Troubleshooting Steps
Step 3: Planning the Repair
After you have narrowed your search down to a few
categories, the final process of elimination begins.
• Create a planned approach to isolating the problem based on
your knowledge at this point.
• Start by trying out the most obvious or easiest solution, and
continue toward the more difficult and complex.
• Document every action and its results.
pp.
14.1
400-406
Troubleshooting Basics
Troubleshooting Steps
Step 4: Confirming the Results
No repair is complete without testing to make certain that
the problem no longer exists.
• Ask the user to test the solution and confirm whether it works.
• You should also make sure that the fix does not generate new
problems.
• Check that what you have done does not have a negative
impact on any other aspect of the network or the user’s
computer.
pp.
14.1
400-406
Troubleshooting Basics
Troubleshooting Steps
Step 5: Documenting the Outcome
Finally, document the problem and the repair.
• Recording what you have learned provides you with invaluable
information.
• There is no substitute for experience in troubleshooting.
• Keeping a copy of the repair procedure in your technical library
can be useful when the problem (or one like it) occurs again.
pp.
14.1
400-406
Troubleshooting Basics
Types of Problems
Most problems fall into one of four categories:
• configuration problems
• software problems
• hardware problems
• network problems
Regularly monitoring the network and learning to read
important log files are two critical aspects of anticipating
problems.
pp.
14.1
400-406
Troubleshooting Basics
Types of Problems
Software problems can result
from many different causes.
Prior to installing any
software, verify that the
hardware meets the
recommended configuration.
If a README file is
available, read it before
proceeding.
README A file included
with the software that
contains last-minute
information that may warn
you of potential problems
you may encounter. (p. 404)
pp.
14.1
400-406
Troubleshooting Basics
Types of Problems
Hardware can malfunction
for a number of different
reasons.
The primary culprit is
overheating. Overheating
can result in a variety of
symptoms, including
spontaneous rebooting
and system lockups.
system lockup A computer
malfunction that makes the
system unresponsive to any
sort of user interaction,
including mouse movement
or keyboard activity. (p. 405)
pp.
14.1
400-406
Troubleshooting Basics
Types of Problems
Network malfunctions can
be difficult to track down.
Log files are a very
important source of event
information. Network
personnel can use
Windows Event Viewer to
view log files.
Event Viewer An
administrative utility you can
use to view important log
files generated by the
Windows OS. (p. 405)
pp.
14.1
400-406
Troubleshooting Basics
You Try It
• Activity 14A – Creating a Troubleshooting Form (p. 401)
• Activity 14B – Viewing Log Files with Event Viewer (p. 405)
pp.
14.2
408-412
Finding and Repairing Problems
Guide to Reading
Main Ideas
Key Terms
Software tools can help
identify problems. Faulty
hardware may need to be
replaced. Software
problems can sometimes
be resolved with a patch
or upgrade.
Windows Troubleshooter
add-in card
jumper
frequently asked
questions (FAQ)
pp.
14.2
408-412
Finding and Repairing Problems
Finding the Problem
Some OSs have
troubleshooting guides to
help resolve most
common problems.
The Windows
Troubleshooters provide
an excellent example of
the type of methodology
required to identify and
resolve technical
problems.
Windows Troubleshooter
A set of help files that is part
of the Help and Support
Center. (p. 408)
pp.
14.2
408-412
Finding and Repairing Problems
Finding the Problem
There are a number of different Windows Troubleshooters,
such as the Printing Troubleshooter and the Modem
Troubleshooter.
pp.
14.2
408-412
Finding and Repairing Problems
Finding the Problem
Hardware components can
have different types of
problems.
• Monitor problems are often
fairly serious and must be
repaired by certified
technicians.
• A common problem with
add-in cards is improper
seating in the motherboard
slots.
• External devices, such as
USB devices, sometimes fail
to be detected by the OS.
add-in card A component
that can be added to a
computer to expand its
capabilities, such as a video
or audio card. (p. 410)
pp.
14.2
408-412
Finding and Repairing Problems
Repairing the Problem
Recovering from data loss is never a fun prospect. It is
even less fun when data have not been backed up.
Here are some common scenarios that lead to data loss:
• A user deletes a file accidentally.
• Another user overwrites a file unknowingly.
• A hard drive is damaged or crashes.
• A laptop is stolen.
pp.
14.2
408-412
Finding and Repairing Problems
Repairing the Problem
Driver issues can prevent
the OS from working with
the device. Also,
configuration settings,
such as an improperly set
jumper on an add-in card,
may prevent the device
from working correctly.
jumper A small device used
to connect adjacent wire pins
on a circuit board. Acts as
on/off switch and is used to
alter the configuration of the
circuit board or device.
(p. 411)
pp.
14.2
408-412
Finding and Repairing Problems
Repairing the Problem
Repairing a software problem is often a means of
checking to make certain you have the most up-to-date
version of the software. For most Windows-based
programs, you can click the Help menu, then About.
pp.
14.2
408-412
Finding and Repairing Problems
Repairing the Problem
It is important to check for
a frequently asked
questions (FAQ)
document or a README
file that may indicate
whether your problem has
been addressed.
You can also try
contacting the company’s
technical support team to
report the problem.
frequently asked questions
(FAQs) document lists
frequently asked questions
and responses to those
questions. (p. 412)
pp.
14.2
408-412
Finding and Repairing Problems
You Try It
• Activity 14C – Using the Windows Troubleshooters (p. 408)
pp.
14.3
414-420
Troubleshooting Tools
Guide to Reading
Main Ideas
Key Terms
Hardware tools can help
you identify a variety of
physical problems in the
network, such as cable
breaks. Software tools
can monitor the network
and provide insight into
performance problems.
Some network utilities
verify connectivity
between devices.
digital volt-ohmmeter
time-domain reflectometer
(TDR)
oscilloscope
crossover cable
hardware loopback device
tone generator
tone locator
sniffer
pp.
14.3
414-420
Troubleshooting Tools
Hardware Tools
Hardware tools were once
very expensive, and they
were difficult devices to
use. They are now less
expensive and easier to
operate. They are helpful
to identify performance
trends and problems.
• digital volt-ohmmeters
• time-domain
reflectometers (TDRs)
digital volt-ohmmeter An
all-purpose electronic
measuring tool used in
troubleshooting computer
problems. (p. 414)
time-domain reflectometer
(TDR) An electronic device
that sends sonarlike pulses
along cables to locate
breaks, shorts, or
imperfections. (p. 415)
pp.
14.3
414-420
Troubleshooting Tools
Hardware Tools
• oscilloscopes
• crossover Cables
oscilloscope An electronic
instrument that measures the
amount of signal voltage per
unit of time and displays the
result on a monitor. (p. 415)
crossover cable A cable
used to connect two
computers directly with a
single cable. (p. 415)
pp.
14.3
414-420
Troubleshooting Tools
Hardware Tools
• hardware loopback
device
• tone generator and
tone locator
hardware loopback device
One type of serial port connector
that enables you to test the
communication capabilities of a
computer’s serial port without
having to connect to another
computer or peripheral device.
(p. 417)
tone generator A standard tool
for wiring that applies an
alternating or continuous tone or
signal to a cable or a conductor.
(p. 417)
tone locator A standard tool for
wiring used to detect the correct
cable at end of the wire opposite
the tone generator. (p. 417)
pp.
14.3
414-420
Troubleshooting Tools
Network Utilities
You can use many command-line utilities to help locate
problems on the network. Several of these commands,
such as the ping command, can be used on most common
OSs.
• Ping
• TRACERT
• Telnet
• NSLOOKUP
• NBTSTAT
pp.
14.3
414-420
Troubleshooting Tools
Software Tools
Software tools are needed
to monitor trends and
identify network
performance problems.
Software tools are often
used to troubleshoot
problems.
• network monitors
• protocol analyzers
• sniffers
sniffer A type of network
analyzer that can monitor
network traffic. (p. 420)
pp.
14.3
Troubleshooting Tools
You Try It
• Activity 14D - Creating a Crossover Cable (p. 416)
• Activity 14E - Using the NSLOOKUP Command (p. 419)
• Activity 14F - Using the NBTSTAT Command (p. 419)
414-420
Chapter 14
Resources
For more resources on this chapter, go to the Introduction
to Networks and Networking Web site at
http://networking.glencoe.com.