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Networking Concepts Lesson 13 - Troubleshooting - Eric Vanderburg
- 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. 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. 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. 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. 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. 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. 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
- 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. 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. 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