Middlebury

Difference between revisions of "Network Troubleshooting"

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== See also  ==
  
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*[[Release and Renew IP Address|Release and Renew IP Address]]
|+ '''= &gt;&gt; Information that we must have in a ticket &lt;&lt;= '''
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*[[Network Troubleshooting - Windows]]
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*[[Network Troubleshooting - Mac OS X]]
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*[[Intermittent Network Issues]] (for trickier, hard-to-diagnose network problems)
*'''Name and location (building, room #)'''. Make sure we have their '''extension or cell #'''.
 
*'''Jack ID''' (it’s on a silver or white tag around or ON the jack, e.g. "A-0-12").
 
*'''IP address''','''''<i>MAC address'''and'''</i>'''the result of running the "arp -a" command'''.
 
  
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== General steps &amp; Important Questions  ==
  
'''Important to find out:''' Is just one person having a problem, or are multiple people losing connectivity? Is a whole building down?
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*Has user checked and unplugged / reseated the network cable?
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*Find out the user's IP address. See cheatsheet below to see what various IP addresses mean.
  
== OS-specific network troubleshooting tips ==
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INFORMATION TO GET IN TICKET. If you don't get this information, ''we probably can't fix the person's problem.''
  
==== [[Network Troubleshooting - Windows]] ====
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*'''IP address'''
* (click the above link for quick troubleshooting steps)
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*Name and location (building, room #).
* Intermittent network issues? See the [[Intermittent Network Issues]] article.
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*Make sure we have their '''extension or cell #''' so we can call back.
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*'''Jack ID''' (it’s on a silver or white tag on the jack, something like "A-0-12").
  
==== [[Network Troubleshooting - Mac OS X]] ====
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Other information that can also help:
  
== Multiple computers having connection issues? ==
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*Is just one person having a problem, or are multiple people losing connectivity? Is a whole building down?
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*MAC address, and the result of running the "arp -a" command.
  
==== Hubs ====
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== Re-map network drives on a PC  ==
  
*If ''any'' of the computers sharing a hub connection is not registered on the network, it's possible that ''all'' of the computers under that hub will be kicked back into registration. Register all computers on the network at the same time.  
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Sometimes faculty or staff computers' network drives get disconnected.
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Run the command '''gpupdate /force''' and reboot the computer. The network drives will be there after restarting.
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== Multiple computers having connection issues  ==
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==== Hubs  ====
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*If ''any'' of the computers sharing a hub connection is not registered on the network, it's possible that ''all'' of the computers under that hub will be kicked back into registration. Register all computers on the network at the same time.
 
*'''The hub itself must also be registered''', or the computers under it won't be able to get valid IPs. If computers under a hub are getting 169 IP addresses, check whether the hub is registered.
 
*'''The hub itself must also be registered''', or the computers under it won't be able to get valid IPs. If computers under a hub are getting 169 IP addresses, check whether the hub is registered.
  
'''==&gt; How to register a hub?'''  
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'''==&gt; How to register a hub?'''
  
==== Rogue Servers and/or entire building losing connectivity ====
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==== Rogue Servers and/or entire building losing connectivity ====
  
#Note that one person calling with connection issues doesn’t mean the whole building is down. Ask the customer if anyone else is having the same issue. Generally we need a few calls to consider the issue to be building wide.  
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#Note that one person calling with connection issues doesn’t mean the whole building is down. Ask the customer if anyone else is having the same issue. Generally we need a few calls to consider the issue to be building wide.&nbsp;Check arp -a in cmd, routers usually have an ip similar to 192.168.1.1.
#Talk to someone in SR '''immediately'''. Also make a ticket assigned to SR.  
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#Talk to someone in SR '''immediately'''. Also make a ticket assigned to SR.
 
#If this happens after 5pm, check “SNS After Hours” (it’s a Public Folder/Calendar in Outlook) and call the person listed there. '''Be prepared to give all the information you would put in a ticket.''' Still make a ticket and indicate whether you have contacted someone about the problem.
 
#If this happens after 5pm, check “SNS After Hours” (it’s a Public Folder/Calendar in Outlook) and call the person listed there. '''Be prepared to give all the information you would put in a ticket.''' Still make a ticket and indicate whether you have contacted someone about the problem.
  
== Decoding IP addresses ==
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== Decoding IP addresses ==
  
We can get a little information about the computer's network status by looking at the first two sections of its IP address.  
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We can get a little information about the computer's network status by looking at the first two sections of its IP address.
  
*'''140.233'''... Computer should have a normal connection.  
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*'''140.233'''... Computer should have a normal connection (mostly wired); 140.233.18x.xxx is connected to midd_secure wireless.
*'''172.17''' is the registration subnet. '''172.19''' is the '''penalty subnet'''; '''172.18''' is the '''quarantine subnet'''; '''172.16''' is connected to '''midd_secure'''; '''172.20''' is '''midd_unplugged'''.  
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*'''169'''... No response from a DHCP server received by computer. See specific OS steps to refresh any static-IP settings and flush DNS.
*'''169'''... Computer can’t find our DHCP server. See specific OS steps to clear any static-IP settings and flush DNS.  
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*'''192'''... or '''10'''… (BAD addresses for on-campus, may be OK for off-campus, see footnote <ref name="ftn3">&amp;amp;amp;lt;sup&amp;amp;amp;gt;Some off-campus college houses are supposed to have 192 or 10 addresses. Knowledgebase has a list of off-campus locations.&amp;amp;amp;lt;/sup&amp;amp;amp;gt;</ref>). May indicate a manual IP address or rogue DHCP server. Create a new location, reboot. If it still gets a 192… or 10… IP address, there may be a rogue DHCP server in that subnet/area. See above.
*'''192'''... or '''10'''… (BAD addresses for on-campus, may be OK for off-campus, see footnote <ref name="ftn3">&lt;sup&gt;Some off-campus college houses are supposed to have 192 or 10 addresses. Knowledgebase has a list of off-campus locations.&lt;/sup&gt;</ref>). May indicate a manual IP address or rogue DHCP server. Create a new location, reboot. If it still gets a 192… or 10… IP address, there may be a rogue DHCP server in that subnet/area. See above.  
 
 
*Other messages or unclear symptoms - Invite the customer to LIB202 to see if the problems persist in another location.
 
*Other messages or unclear symptoms - Invite the customer to LIB202 to see if the problems persist in another location.
  
[[Category:Helpdesk]] [[Category:Network]] [[Category:Troubleshooting]]
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== Using the Fluke NetTool  ==
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The Fluke NetTool is a small automated device that can easily test network jacks and cables. For details see: [[Using the Fluke NetTool|Using the Fluke NetTool]]
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== Network Flowchart  ==
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[[Network_Troubleshooting_Flowchart|Flowchart]] developed by/for Helpdesk to troubleshoot network connection issues.
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[[Category:Mac]]
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[[Category:Helpdesk Documentation]]
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[[Category:Helpdesk Documentation]]
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[[Category:Public Search]]

Latest revision as of 18:06, 6 March 2015

See also

General steps & Important Questions

  • Has user checked and unplugged / reseated the network cable?
  • Find out the user's IP address. See cheatsheet below to see what various IP addresses mean.

INFORMATION TO GET IN TICKET. If you don't get this information, we probably can't fix the person's problem.

  • IP address
  • Name and location (building, room #).
  • Make sure we have their extension or cell # so we can call back.
  • Jack ID (it’s on a silver or white tag on the jack, something like "A-0-12").

Other information that can also help:

  • Is just one person having a problem, or are multiple people losing connectivity? Is a whole building down?
  • MAC address, and the result of running the "arp -a" command.

Re-map network drives on a PC

Sometimes faculty or staff computers' network drives get disconnected.

Run the command gpupdate /force and reboot the computer. The network drives will be there after restarting.

Multiple computers having connection issues

Hubs

  • If any of the computers sharing a hub connection is not registered on the network, it's possible that all of the computers under that hub will be kicked back into registration. Register all computers on the network at the same time.
  • The hub itself must also be registered, or the computers under it won't be able to get valid IPs. If computers under a hub are getting 169 IP addresses, check whether the hub is registered.

==> How to register a hub?

Rogue Servers and/or entire building losing connectivity

  1. Note that one person calling with connection issues doesn’t mean the whole building is down. Ask the customer if anyone else is having the same issue. Generally we need a few calls to consider the issue to be building wide. Check arp -a in cmd, routers usually have an ip similar to 192.168.1.1.
  2. Talk to someone in SR immediately. Also make a ticket assigned to SR.
  3. If this happens after 5pm, check “SNS After Hours” (it’s a Public Folder/Calendar in Outlook) and call the person listed there. Be prepared to give all the information you would put in a ticket. Still make a ticket and indicate whether you have contacted someone about the problem.

Decoding IP addresses

We can get a little information about the computer's network status by looking at the first two sections of its IP address.

  • 140.233... Computer should have a normal connection (mostly wired); 140.233.18x.xxx is connected to midd_secure wireless.
  • 169... No response from a DHCP server received by computer. See specific OS steps to refresh any static-IP settings and flush DNS.
  • 192... or 10… (BAD addresses for on-campus, may be OK for off-campus, see footnote [1]). May indicate a manual IP address or rogue DHCP server. Create a new location, reboot. If it still gets a 192… or 10… IP address, there may be a rogue DHCP server in that subnet/area. See above.
  • Other messages or unclear symptoms - Invite the customer to LIB202 to see if the problems persist in another location.

Using the Fluke NetTool

The Fluke NetTool is a small automated device that can easily test network jacks and cables. For details see: Using the Fluke NetTool

Network Flowchart

Flowchart developed by/for Helpdesk to troubleshoot network connection issues.

  1. &amp;amp;lt;sup&amp;amp;gt;Some off-campus college houses are supposed to have 192 or 10 addresses. Knowledgebase has a list of off-campus locations.&amp;amp;lt;/sup&amp;amp;gt;
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