TAILIEUCHUNG - Network+ Certification (Outline) - Chapter 19: Network troubleshooting scenarios

Chapter overview: Introduction to network troubleshooting, incident administration, gathering information, possible causes: Internet router problem, internet communication problem, domain Name System (DNS) failure, local area network (LAN) communication problem, computer configuration problem, user error. | Chapter 19 Network Troubleshooting Scenarios 1 Chapter Overview A. Introduction to network troubleshooting B. Incident administration C. Gathering information D. Possible causes 1. Internet router problem 2. Internet communication problem 3. DNS failure 4. LAN communication problem 5. Computer configuration problem 6. User error Chapter 19 Lesson 1 I Can t Access a Web Site 1. Introduction A. The process of troubleshooting network problems varies depending on the size of the organization and the people involved. 1. Medium- to large-sized organizations usually establish a procedure that determines how technical support calls are registered addressed and escalated. 2. In smaller organizations the process might be much more informal. 3. The cause of the problem might be simple such as user error but the procedures described in this lesson illustrate how technical staff can handle even minor problems to everyone s satisfaction. 4. Sometimes the problem seems minor but it might actually indicate a serious network problem. 2 B. Scenario a user named Alice calls the network help desk and reports that she has been trying to access a particular Web site for several hours and keeps receiving an error message. 1. Common problem because Internet resources are prone to occasional and sometimes frequent outages 2. Can also indicate a problem with the caller s computer or with the internal network 3. Based on the information provided and knowing nothing about Alice s level of expertise the help desk technician has no way of knowing whether the problem is caused by a. User error b. A computer configuration problem c. A faulty network connection d. A malfunction of the router providing the Internet access e. A problem with the Internet or the specific Web site itself 3 2. Incident Administration A. The first step for the help desk staff is to begin to document the incident. B. Many help desks use software that lets technicians document calls and store them in a database. 1. Help .

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