Networking Concepts Lesson 13 - Troubleshooting - Eric Vanderburg

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Networking Concepts Lesson 13 - Troubleshooting - Eric Vanderburg

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Networking Concepts Lesson 13 - Troubleshooting - Eric Vanderburg

  1. 1. Chapter 13 Troubleshooting Networking Concepts – Eric Vanderburg ©2005
  2. 2. Proactive measures  Policy Naming conventions  Internet use policy  Security policy  Privacy policy  Networking Concepts – Eric Vanderburg ©2005
  3. 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. 4. Network Inventory Networking Concepts – Eric Vanderburg ©2005
  5. 5. Machine Screen from Inventory Networking Concepts – Eric Vanderburg ©2005
  6. 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. 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. 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. 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. 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. 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. 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. 13. Software Tools Protocol Analyzer  MSBA (Microsoft Baseline Security Analyzer)  Port Scanner  Networking Concepts – Eric Vanderburg ©2005
  14. 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. 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. 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. 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

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