Comp tia n+_session_12

CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Objectives

In this session, you will learn to:
Identify the major functions and releases of UNIX and Linux.
Identify the network support features of Macintosh operating
systems.
List the components of a troubleshooting model.
List TCP/IP troubleshooting utilities.
List major hardware troubleshooting tools.
List major system monitoring tools.
Identify the tools and technologies required to perform network
baselining.

Ver. 1.0 Session 12 Slide 1 of 53

Troubleshooting
UNIX

UNIX is a trademark for a family of operating systems
originally developed at Bell Laboratories beginning in the
late 1960s.
Features of UNIX operating system are:
Multiplatform
Multitasking
Multiuser
Built-in networking
Robust development platform
Many different licensed versions
UNIX


Troubleshooting
The UNIX System Architecture

All UNIX systems share a kernel/shell architecture.

User session

Shell

Shell
User session
Kernel
Shell

Shell
CPU

Shell

Shell

User session


Troubleshooting
Open Standards

• Open standards are any type of software-development
standards that are arrived at cooperatively and are not
owned, copyrighted, or maintained by any particular
organization or commercial enterprise.
Open standard
developed cooperatively

WINSClient03


Troubleshooting
Linux

Features of Linux operating system are:
Open-standard UNIX derivative
Brainchild of Linus Torvalds
Open code can be downloaded and revised
Stable release and development release


Troubleshooting
Linux Distributions

• A Linux distribution is a complete Linux implementation,
including kernel, shell, applications,utilities, and installation
media, that is packaged, distributed, and supported by a
software vendor.

Kernel and shell

Applications

Utilities

Installation media

Vendor support


Troubleshooting
Linux Server Applications

Linux is a popular server platform for a number of server-
based applications, such as:

Web servers DNS servers File servers Mail servers Database servers


Troubleshooting
The Macintosh Operating System (Mac OS X)

Features of Macintosh Operating System are:
UNIX derivative
Macintosh GUI
TCP/IP networking
Many advanced networking features and services
Legacy AppleTalk support


Troubleshooting
Mac OS X Server

Features of OS X Server are:
Integrated multiclient support
OpenDirectory
Integrated web server
Integrated email
DNS, DHCP, NAT, firewall
Server Admin administrative interface


Troubleshooting
Macintosh Network Security

Mac OS X follows the UNIX security model, in which the
root account has total control of the system.

Root - disabled

Administrator
creates users and groups

Read, write,
execute permissions


Troubleshooting
Troubleshooting

• Troubleshooting is the recognition, diagnosis, and
resolution of problems.

Recognition Diagnosis Resolution


Troubleshooting
Troubleshooting Model

• A troubleshooting model is any standardized step-by-step
approach to the troubleshooting process.

Step-by-step approach

Administrator


Troubleshooting
The CompTIA Network+ Troubleshooting Model

The CompTIA Network+ troubleshooting Model includes
the following steps:
– Establishing the Symptoms and Potential Causes
– Identifying the Affected Area
– Establishing What Has Changed
– Selecting the Most Probable Cause
– Implementing an Action Plan and Solution
– Testing the Result
– Identifying the Results and Effects
– Documenting the Solution and Process


Troubleshooting
Establishing the Symptoms and Potential Causes

1. Establishing the symptoms and potential causes
include:
Gather information
Re-create the problem
List potential causes


Troubleshooting
Identifying the Affected Area

• Establishing the symptoms and potential causes
• Identifying the affected areas include:
One user
Several users
One server
One segment
The network


Troubleshooting
Establishing What Has Changed

• Identifying the affected area
• Establishing what has changed includes:
Could you ever do this?
When did things change?
What has changed?


Troubleshooting
Selecting the Most Probable Cause

• Establishing what has changed
• Selecting the most probable cause includes:
What has changed?


Troubleshooting
Implementing an Action Plan and Solution

• Selecting the most probable cause
• Implementing an action plan and solution includes:
What has changed?


Troubleshooting
Testing the Result

• Implementing an action plan and solution
• Testing the result includes:
Verify that it solved the problem
Verify that no new problems introduced
Test various conditions


Troubleshooting
Identifying the Results and Effects

• Testing the result
• Identifying the results and effects of the solution
includes:
Re-examine your list of potential effects
Test for potential effects
Adjust if needed


Troubleshooting
Documenting the Solution and Process

• Testing the result
• Identifying the results and effects of the solution
• Documenting the solution and process includes:
Use a troubleshooting template
Document all information
Maintain records for reference


Troubleshooting
TCP/IP Troubleshooting Utilities

The various TCP/IP troubleshooting utilities are:
Troubleshooting with IP Configuration Utilities
Troubleshooting with Ping
Troubleshooting with Tracert
Troubleshooting with Arp
Troubleshooting with Telnet
Troubleshooting with Nbtstat
Troubleshooting with Netstat
Troubleshooting with FTP
Troubleshooting with Nslookup


Troubleshooting

To determine the host’s IP address use either of the utilities,
such as:
Ipconfig
Ifconfig
Winipcfg


Troubleshooting

Ping utility is used as an initial step in diagnosing general
connectivity problems.


Troubleshooting

Tracert utility is used to determine where the communication
fails, if you cannot connect to a particular remote host.


Troubleshooting

Arp can be used both to help troubleshoot duplicate IP
address problems and to diagnose why a workstation can’t
connect to a specific host.


Troubleshooting

Telnet is usually used to issue commands in a terminal
session to a remote host.

1 Upper-level service fails 2 Use Telnet to connect

C:> telnet 10.1.1.3
Password:


Troubleshooting

Nbtstat can be very helpful in identifying problems that are
specific to Windows computers that use NetBIOS naming.


Troubleshooting
Troubleshooting Netstat

Netstat is a versatile troubleshooting tool that can serve
several functions, such as:
To find if the TCI/IP-based program is listening to the
excepted port.
To see if the connection is good.
To use statistics to check network adapter error counts.
To display routing tables


Troubleshooting

FTP can assist you in troubleshooting because it is a
common way to access vendor resource sites from which
you can download patches and other support information.
Patches and utilities

Vendor FTP site FTP client


Troubleshooting
Troubleshooting Nslookup

Nslookup to display information about DNS servers, such
as:
Verify default server
Verify that server is responding to queries
Verify that server can resolve names

Verify default server

Verify that server is
responding to queries

Verify that server can
resolve names


Troubleshooting
Activity 16-2

Activity on Troubleshooting
with TCP/IP Utilities


Troubleshooting
Hardware Troubleshooting Tools

The various hardware troubleshooting tools are:
Network Technician’s Hand Tools
Electrical Safety Rules
Wire Crimpers
Punch Down Tools
Circuit Testers
Voltmeters
Cable Testers
Crossover Cables
Hardware Loopback Plugs
LED Indicator Lights
Tone Generators and Tone Locators


Troubleshooting
Network Technician’s Hand Tools

In the computer industry, a good toolbox includes these basic
hand tools, such as:
A variety of screwdrivers and spare screws.
Long-nose pliers.
Small diagonal cutting pliers.
A small adjustable wrench.
A variety of wrenches or nut drivers.
A small AA or AAA flashlight.

Various small hand tools


Troubleshooting
Electrical Safety Rules

When working with electrical power, follow these basic safety
rules, such as:
Professionals should service high-power equipment
Always disconnect before servicing
Work with a partner
Never bypass safety devices
Use anti-static devices


Troubleshooting
Wire Crimpers

• A wire crimper is a tool that attaches media connectors to
the ends of cables.

Specific to media type


Troubleshooting
Push Down Tools

• A punch down tool is used in a wiring closet to connect
cable wires directly to a patch panel.

Strips insulation and embeds
wire


Troubleshooting
Circuit Testers

• A circuit tester is an electrical instrument that displays
whether an electrical outlet is wired correctly and tests the
polarity and safety of the grounds.

Plugs into socket

Displays circuit status


Troubleshooting
Voltmeters

• A voltmeter measures voltage and resistance between two
points in a circuit.

Digital Analog


Troubleshooting
Cable Testers

• A cable tester, also called a media tester, is an electrical
instrument that verifies if a signal is present on a cable.
Ports for network cable

Displays media status

Adapters for different network
types


Troubleshooting
Crossover Cables

• A crossover cable is a special network cable used in
Ethernet UTP installations that enables you to connect two
hubs, or to connect two stations without using a hub.

Wires crossed
over internally


Troubleshooting
Hardware Loopback Plugs

• A hardware loopback plug is a special connector used for
diagnosing transmission problems that redirects electrical
signals back to the transmitting system.

Crosses over transmit/receive
lines


Troubleshooting
LED Indicator Lights

• The state of the Light Emitting Diode (LED) lights on
network adapters, hubs, switches, routers, and cable and
DSL modems can give you information about the status of
the network connection.

Link light

Activity light


Troubleshooting
Tone Generators and Tone Locators

• A tone generator is an electronic device that sends an
electrical signal through one set of UTP wires.
• A tone locator is an electronic device that emits an audible
tone when it detects a signal in a set of wires.

Probe detects
signal

Port for network
cable

Tone generator Tone locator


Troubleshooting
System Monitoring Tools

Some of the major system monitoring tools are:
Performance Monitors
Protocol Analyzers
The Protocol Analysis Process


Troubleshooting

• A performance monitor is a software tool that monitors the
state of services, processes, and resources on a system.

Displays
results


Troubleshooting
Protocol Analyzers

• A protocol analyzer, or network analyzer, is a type of
diagnostic software that can examine and display data
packets that are being transmitted over a network.

Captures frames

Displays frame contents


Troubleshooting

Protocol analyzer captures and decodes the data packets in
this process.

Capture frames

Decode contents

Analyze contents


Troubleshooting
Network Baselines

A baseline is a record that maintains:
Record of current performance
Basis for identifying abnormal conditions
Starting point for improving performance
Record of normal
performance

Various tests

Baseline


Troubleshooting
The Baseline Process

Creating and applying a baseline is a cycle that
organizations should continually repeat in the following
process cycle.
1. Evaluate network

8. Upgrade or reconfigure
2. Design tests
as needed

7. Repeat tests when
3. Schedule tests performance low

4. Run tests 6. Analyze data

5. Document results


Troubleshooting
Summary

In this session, you learned that:
– UNIX is a trademark for a family of operating systems
originally developed at Bell Laboratories beginning in the late
1960s.
– A Linux distribution is a complete Linux implementation,
including kernel, shell, applications, utilities, and installation
media, that is packaged, distributed, and supported by a
software vendor.
– Mac OS X is the current version of the Macintosh Operating
System.
– The CompTIA Network+ troubleshooting Model includes the
following eight steps:
1. Establishing the Symptoms and Potential Causes
2. Identifying the Affected Area
3. Establishing What Has Changed
4. Selecting the Most Probable Cause


Troubleshooting
Summary (Contd.)

CompTIA Network+ troubleshooting Model steps: (Contd.)
1. Implementing an Action Plan and Solution
2. Testing the Result
3. Identifying the Results and Effects
4. Documenting the Solution and Process
5. The TCP/IP troubleshooting utilities:
The TCP/IP troubleshooting utilities are:
Troubleshooting with Netstat
Troubleshooting with Nslookup


Troubleshooting
Summary (Contd.)

The major hardware troubleshooting tools are:
– Network Technician’s Hand Tools
– Electrical Safety Rules
– Wire Crimpers
– Punch Down Tools
– Circuit Testers
– Voltmeters
– Cable Testers
– Crossover Cables
– Hardware Loopback Plugs
– LED Indicator Lights
– Tone Generators and Tone Locators
The major system performance monitoring tools are:
Protocol Analyzers


Comp tia n+_session_12

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