section 14.1 identify troubleshooting steps diagnose software, hardware, and network problems

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

14.1pp. 400-406

Main Ideas

Troubleshooting requires a planned, methodical approach. Follow the plan and only troubleshoot one thing at a time.

Key Terms

README

system lockup

Event Viewer

Guide to Reading

Troubleshooting Basics

14.1pp. 400-406

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.


14.1pp. 400-406


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.


14.1pp. 400-406



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

14.1pp. 400-406


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.


14.1pp. 400-406


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.


14.1pp. 400-406


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.


14.1pp. 400-406

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.


14.1pp. 400-406

Software problems can result from many different causes.

Prior to installing any software, verify that the hardware meets the recommended configuration.

If a READMEREADME 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)

Types of Problems


14.1pp. 400-406

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 lockupssystem 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)

Types of Problems


14.1pp. 400-406

Network malfunctions can be difficult to track down.

Log files are a very important source of event information. Network personnel can use Windows Event ViewerEvent 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)

Types of Problems


14.1pp. 400-406

You Try It

• Activity 14A – Creating a Troubleshooting Form (p. 401)• Activity 14B – Viewing Log Files with Event Viewer (p. 405)


14.2pp. 408-412

Main Ideas

Software tools can help identify problems. Faulty hardware may need to be replaced. Software problems can sometimes be resolved with a patch or upgrade.

Key Terms

Windows Troubleshooter

add-in card

jumper

frequently asked questions (FAQ)

Guide to Reading

Finding and Repairing Problems

14.2pp. 408-412

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)

Finding the Problem


14.2pp. 408-412

Finding the Problem

There are a number of different Windows Troubleshooters, such as the Printing Troubleshooter and the Modem Troubleshooter.


14.2pp. 408-412

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)

Finding the Problem


14.2pp. 408-412

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.


14.2pp. 408-412

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)



14.2pp. 408-412


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.


14.2pp. 408-412

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)



14.2pp. 408-412

You Try It

• Activity 14C – Using the Windows Troubleshooters (p. 408)


14.3pp. 414-420

Main Ideas

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.

Key Terms

digital volt-ohmmeter

time-domain reflectometer (TDR)

oscilloscope

crossover cable

hardware loopback device

tone generator

tone locator

sniffer

Guide to Reading

Troubleshooting Tools

14.3pp. 414-420

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)

Hardware Tools


14.3pp. 414-420

• 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)

Hardware Tools


14.3pp. 414-420

• 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)

Hardware Tools


14.3pp. 414-420

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


14.3pp. 414-420

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)

Software Tools


14.3pp. 414-420

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)


Resources

For more resources on this chapter, go to the Introduction to Networks and Networking Web site at http://networking.glencoe.com.

Chapter 14

http://networking.glencoe.com/



section 14.1 identify troubleshooting steps diagnose software, hardware, and network problems

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