OBJECTIVES
This chapter covers the following CompTIA-specified objectives for the “Network Support” section of the Network+ exam:
Given a network problem scenario, select an appropriate course of action based on a general troubleshooting strategy. This strategy includes the following steps.
Establish the symptoms
Identify the affected areas
Establish what has changed
Select the most probable cause
Implement a solution
Test the results
Recognize the potential effects of the solution
Document the solution
In order for troubleshooting to be successful, it must be approached in a structured manner. These steps describe a troubleshooting methodology that has been proven in the field.
Given a troubleshooting scenario involving a network with a particular physical topology (i.e. bus, star/hierarchical, mesh, ring, and wireless) and including a network diagram, identify the network area affected and the cause of the problem.
Physical topology problems are infrequent, but they do occur. You will need to be able to identify the symptoms of a topology error and the steps necessary to correct them.
Given a network troubleshooting scenario involving a client connectivity problem (e.g. incorrect protocol/client, software/authentication configuration, or insufficient rights/permissions), identify the cause of the problem.
Client connectivity problems are common. The fact that users are involved in the troubleshooting process adds an interesting twist. Communication skills are often as important as technical skills in the solution of a problem.
Given a network troubleshooting scenario involving a wiring/infrastructure problem, identify the cause of the problem (e.g. bad media, interference, network hardware).
Although wiring is resilient to failure, it can and does become faulty. It can also be affected by outside sources, which can create some challenges for troubleshooters. In addition, the devices used to create networks can fail, which often renders entire sections of a network, or the whole network, unusable.
OUTLINE
Introduction
Troubleshooting Basics
Troubleshooting Servers and Workstations
General Troubleshooting Considerations
The Art of Troubleshooting
Establishing What the Symptoms Are
Information from the Computer
Information from the User
Observation Techniques
Effective Questioning Techniques
Identifying the Affected Area
Establishing What Has Changed
Changes to the Network
Changes to the Server
Changes to the Workstation
Selecting the Most Probable Cause of the Problem
Implementing a Solution
Testing the Results
Recognizing the Potential Effects of the Solution
Documenting the Solution
Troubleshooting Topology Errors
Bus Network Errors
Star Network Errors
Ring Network Errors
Mesh Network Errors
Wireless Network Errors
Troubleshooting Client Connectivity Errors
Protocol Errors
Protocol-Specific Issues
Authentication
Permissions Errors
Physical Connectivity Errors
Troubleshooting Wiring- and Infrastructure-Related Problems
Troubleshooting Wiring
Determining Your Wiring
Where the Cable Is Used
Troubleshooting the Infrastructure
Baselines and Performance Monitoring
Troubleshooting Checklists
Troubleshooting Cable Problems
Troubleshooting Network Connectivity
Troubleshooting Network Printing
Troubleshooting Data Access
Troubleshooting NICs
Chapter Summary
Apply Your Knowledge
STUDY STRATEFIES
Read the objectives at the beginning of the chapter.
Study the information in the chapter, paying special attention to the tables that summarize key information.
Review the objectives again.
Pay close attention to the “Troubleshooting Scenario and Solution” sidebars. They focus on specific areas of knowledge for the Network+ exam.
Answer the exam questions at the end of the chapter and check your results.
Use the ExamGear test on the CD-ROM that accompanies this book to answer additional exam questions concerning this material.
Review the notes, tips, and exam tips in this chapter. Make sure you understand the information in the exam tips. If you don't understand the topic referenced in an exam tip, refer to the information in the chapter text and then read the exam tip again.