An example of a troubleshooting approach
involves the following four steps:
- Determine if the problem exists across the network. Is the problem
across the network or in a portion of the network? Identifying the scale
of the problem will determine how many users are affected and may provide
clues as to what caused(or is causing) the problem.
- Attempt to isolate the problem. Is one workstation not functioning;
is that client able to connect to the network? Or is it the entire workgroup
not functioning; are any of the devices able to print? Or is the problem
effecting the entire LAN; is it the entire Ethernet segment that is not
functioning? Or is it a WAN problem, or a problem with the LAN-WAN connection,
for example, do the clients have Internet access?
- Determine if the problem is consistent. Is the problem continuous and
not intermittent? In other words, is the problem constantly present, instead
of occurring periodically or randomly? And can the problem be replicated: given
the same conditions on the same machine or another, the same errors are present?
This information will help determine what may be causing the problems on the network.
- Finally, determine if the problems can be resolved by using tools. A set
of standard tools for maintaining networks should be available. These tools
include hardware tools (such as cable testers), software tools (such as protocol
analyzers), workstation and server commands, software, and utilities,web-based
and text-based hardware and software manuals, and diagnostics that come with
various network components, such as servers, NICs, hubs, switches, and routers.
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