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Section 14.1
• Identify troubleshooting steps
• Diagnose software, hardware, and network problems
Section 14.2
• Use Windows Troubleshooters
• Create a first response plan
• Demonstrate how to resolve common computer
problems
Section 14.3
• Name the principal hardware tools used to troubleshoot
network problems
• Identify software-based monitoring tools
• Identify the components that each monitor tool checks
• Describe the methods for monitoring a network
• Describe network troubleshooting tools
pp. 400-406
14.1 Troubleshooting Basics
Guide to Reading
Main Ideas Key Terms
Troubleshooting requires README
a planned, methodical system lockup
approach. Follow the plan Event Viewer
and only troubleshoot one
thing at a time.
pp. 400-406
14.1 Troubleshooting Basics
Troubleshooting Steps
Troubleshooting is perhaps the most difficult task that
network professionals face. Specific troubleshooting
models share common steps, such as the five steps
shown here.
pp. 400-406
14.1 Troubleshooting Basics
Troubleshooting Steps
Step 1: Defining the Problem
The first phase is the most critical, yet most often ignored.
Without a complete understanding of the entire problem,
you can spend a great deal of time working on the
symptoms, without getting to the cause.
The only tools required for this phase are a pad of paper, a
pen (or pencil), and good listening skills.
pp. 400-406
14.1 Troubleshooting Basics
Troubleshooting Steps
Step 2: Isolating the Cause
The next step is to isolate the problem’s cause.
Eliminate the most obvious causes first.
Your purpose is to narrow your search to one or two
general categories. These categories could include:
• the physical aspect of the device
• operating system
• drivers
• application software
pp. 400-406
14.1 Troubleshooting Basics
Troubleshooting Steps
Step 3: Planning the Repair
After you have narrowed your search down to a few
categories, the final process of elimination begins.
• Create a planned approach to isolating the problem based on
your knowledge at this point.
• Start by trying out the most obvious or easiest solution, and
continue toward the more difficult and complex.
• Document every action and its results.
pp. 400-406
14.1 Troubleshooting Basics
Troubleshooting Steps
Step 4: Confirming the Results
No repair is complete without testing to make certain that
the problem no longer exists.
• Ask the user to test the solution and confirm whether it works.
• You should also make sure that the fix does not generate new
problems.
• Check that what you have done does not have a negative
impact on any other aspect of the network or the user’s
computer.
pp. 400-406
14.1 Troubleshooting Basics
Troubleshooting Steps
Step 5: Documenting the Outcome
Finally, document the problem and the repair.
• Recording what you have learned provides you with invaluable
information.
• There is no substitute for experience in troubleshooting.
• Keeping a copy of the repair procedure in your technical library
can be useful when the problem (or one like it) occurs again.
pp. 400-406
14.1 Troubleshooting Basics
Types of Problems
Most problems fall into one of four categories:
• configuration problems
• software problems
• hardware problems
• network problems
Regularly monitoring the network and learning to read
important log files are two critical aspects of anticipating
problems.
pp. 400-406
14.1 Troubleshooting Basics
Types of Problems
Software problems can result README A file included
from many different causes. with the software that
contains last-minute
Prior to installing any information that may warn
software, verify that the you of potential problems
hardware meets the you may encounter. (p. 404)
recommended configuration.
If a README file is
available, read it before
proceeding.
pp. 400-406
14.1 Troubleshooting Basics
Types of Problems
Hardware can malfunction system lockup A computer
malfunction that makes the
for a number of different system unresponsive to any
reasons. sort of user interaction,
including mouse movement
or keyboard activity. (p. 405)
The primary culprit is
overheating. Overheating
can result in a variety of
symptoms, including
spontaneous rebooting
and system lockups.
pp. 400-406
14.1 Troubleshooting Basics
Types of Problems
Network malfunctions can Event Viewer An
administrative utility you can
be difficult to track down. use to view important log
files generated by the
Windows OS. (p. 405)
Log files are a very
important source of event
information. Network
personnel can use
Windows Event Viewer to
view log files.
pp. 400-406
14.1 Troubleshooting Basics
You Try It
• Activity 14A – Creating a Troubleshooting Form (p. 401)
• Activity 14B – Viewing Log Files with Event Viewer (p. 405)
pp. 408-412
14.2 Finding and Repairing Problems
Guide to Reading
Main Ideas Key Terms
Software tools can help Windows Troubleshooter
identify problems. Faulty add-in card
hardware may need to be jumper
replaced. Software
problems can sometimes frequently asked
be resolved with a patch questions (FAQ)
or upgrade.
pp. 408-412
14.2 Finding and Repairing Problems
Finding the Problem
Some OSs have Windows Troubleshooter
troubleshooting guides to A set of help files that is part
help resolve most of the Help and Support
Center. (p. 408)
common problems.
The Windows
Troubleshooters provide
an excellent example of
the type of methodology
required to identify and
resolve technical
problems.
pp. 408-412
14.2 Finding and Repairing Problems
Finding the Problem
There are a number of different Windows Troubleshooters,
such as the Printing Troubleshooter and the Modem
Troubleshooter.
pp. 408-412
14.2 Finding and Repairing Problems
Finding the Problem
Hardware components can add-in card A component
have different types of that can be added to a
problems. computer to expand its
capabilities, such as a video
• Monitor problems are often or audio card. (p. 410)
fairly serious and must be
repaired by certified
technicians.
• A common problem with
add-in cards is improper
seating in the motherboard
slots.
• External devices, such as
USB devices, sometimes fail
to be detected by the OS.
pp. 408-412
14.2 Finding and Repairing Problems
Repairing the Problem
Recovering from data loss is never a fun prospect. It is
even less fun when data have not been backed up.
Here are some common scenarios that lead to data loss:
• A user deletes a file accidentally.
• Another user overwrites a file unknowingly.
• A hard drive is damaged or crashes.
• A laptop is stolen.
pp. 408-412
14.2 Finding and Repairing Problems
Repairing the Problem
Driver issues can prevent jumper A small device used
the OS from working with to connect adjacent wire pins
the device. Also, on a circuit board. Acts as
on/off switch and is used to
configuration settings,
alter the configuration of the
such as an improperly set
circuit board or device.
jumper on an add-in card, (p. 411)
may prevent the device
from working correctly.
pp. 408-412
14.2 Finding and Repairing Problems
Repairing the Problem
Repairing a software problem is often a means of
checking to make certain you have the most up-to-date
version of the software. For most Windows-based
programs, you can click the Help menu, then About.
pp. 408-412
14.2 Finding and Repairing Problems
Repairing the Problem
It is important to check for frequently asked questions
a frequently asked (FAQs) document lists
questions (FAQ) frequently asked questions
and responses to those
document or a README
questions. (p. 412)
file that may indicate
whether your problem has
been addressed.
You can also try
contacting the company’s
technical support team to
report the problem.
pp. 408-412
14.2 Finding and Repairing Problems
You Try It
• Activity 14C – Using the Windows Troubleshooters (p. 408)
pp. 414-420
14.3 Troubleshooting Tools
Guide to Reading
Main Ideas Key Terms
Hardware tools can help digital volt-ohmmeter
you identify a variety of time-domain reflectometer
physical problems in the (TDR)
network, such as cable oscilloscope
breaks. Software tools
can monitor the network crossover cable
and provide insight into hardware loopback device
performance problems. tone generator
Some network utilities tone locator
verify connectivity sniffer
between devices.
pp. 414-420
14.3 Troubleshooting Tools
Hardware Tools
Hardware tools were once digital volt-ohmmeter An
very expensive, and they all-purpose electronic
were difficult devices to measuring tool used in
troubleshooting computer
use. They are now less
problems. (p. 414)
expensive and easier to
operate. They are helpful
to identify performance time-domain reflectometer
(TDR) An electronic device
trends and problems.
that sends sonarlike pulses
along cables to locate
• digital volt-ohmmeters breaks, shorts, or
imperfections. (p. 415)
• time-domain
reflectometers (TDRs)
pp. 414-420
14.3 Troubleshooting Tools
Hardware Tools
• oscilloscopes oscilloscope An electronic
instrument that measures the
• crossover Cables
amount of signal voltage per
unit of time and displays the
result on a monitor. (p. 415)
crossover cable A cable
used to connect two
computers directly with a
single cable. (p. 415)
pp. 414-420
14.3 Troubleshooting Tools
Hardware Tools
• hardware loopback hardware loopback device
One type of serial port connector
device that enables you to test the
• tone generator and communication capabilities of a
computer’s serial port without
tone locator having to connect to another
computer or peripheral device.
(p. 417)
tone generator A standard tool
for wiring that applies an
alternating or continuous tone or
signal to a cable or a conductor.
(p. 417)
tone locator A standard tool for
wiring used to detect the correct
cable at end of the wire opposite
the tone generator. (p. 417)
pp. 414-420
14.3 Troubleshooting Tools
Network Utilities
You can use many command-line utilities to help locate
problems on the network. Several of these commands,
such as the ping command, can be used on most common
OSs.
• Ping
• TRACERT
• Telnet
• NSLOOKUP
• NBTSTAT
pp. 414-420
14.3 Troubleshooting Tools
Software Tools
Software tools are needed sniffer A type of network
to monitor trends and analyzer that can monitor
identify network network traffic. (p. 420)
performance problems.
Software tools are often
used to troubleshoot
problems.
• network monitors
• protocol analyzers
• sniffers
pp. 414-420
14.3 Troubleshooting Tools
You Try It
• Activity 14D - Creating a Crossover Cable (p. 416)
• Activity 14E - Using the NSLOOKUP Command (p. 419)
• Activity 14F - Using the NBTSTAT Command (p. 419)
Chapter 14
Resources
For more resources on this chapter, go to the Introduction
to Networks and Networking Web site at
http://networking.glencoe.com.
