Transcript System Configuration

Fundamentals of
Troubleshooting
the Network
CompTIA Network+
Troubleshooting Methodology
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Permission granted to reproduce for educational use only.
1. Information Gathering—Identify Symptoms
and Problems
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Ask user a series of questions to identify problem
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Is this the first time problem occurred?
When did problem first occur?
Is anyone else having same problem?
Has new hardware or software been added to system?
What was the last change in system?
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2. Identify the Affected Areas of the Network
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Simple LAN can be divided into three areas
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Workstation
Network infrastructure
Server
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Large Network Five Major Areas
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Applied Networking
A user says that she cannot access the Internet.
What questions might you ask to determine the
scope of the problem?
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3. Determine If Anything Has Changed
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What has happened recently that could have
caused problem?
Was there a new software package or hardware
device installed recently?
Was new service started on server?
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4. Establish the Most Probable Cause
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Troubleshooting requires series of best guesses
Establish symptoms
Conduct search using key words related to
symptom
Solutions to problem can come from:
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Operating system manufacturer Web sites
Hardware manufacturer Web sites
Commercial Web sites
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Permission granted to reproduce for educational use only.
5. Determine If Escalation Is Necessary
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At times, it will be necessary to escalate problem
to supervisor or someone with more expertise
Never make configuration changes to any network
device if you:
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Are not familiar with device
Do not have the authority to make changes
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Permission granted to reproduce for educational use only.
6. Create an Action Plan and Solution
Identifying Potential Effects
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Think through possible solutions
Choose one that is most appropriate to situation
Always record changes made
Return system configuration to its original settings
before trying other changes
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Permission granted to reproduce for educational use only.
7. Implement and Test the Solution
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After implementing solution, test the fix
If you have truly fixed problem, you should be
able to duplicate it
Not all problems need to be replicated or tested
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Permission granted to reproduce for educational use only.
8. Identify the Results and Effects of the
Solution
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You must know how fix will affect existing system
For example, reinstalling operating system could
produce adverse effects on network or
workstation
Clean installation—All data on disk or partition is
lost
System upgrade—Must decide to keep existing
file or replace it with original file
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Permission granted to reproduce for educational use only.
9. Document the Solution and the Entire
Process
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Saves company and personnel valuable time and
money
Can give others insight to problems they may
encounter
Acts as history of the system
Can be used to update equipment inventories and
descriptions
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Permission granted to reproduce for educational use only.
Power-On-Self-Test (POST)
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Failure during this stage indicates hardware
failure, such as:
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Hard disk drive, RAM, CPU, motherboard, modem, or
power supply
Remove all nonessential components and
reattempt boot process
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Loading and Initializing the Operating System
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OS loads and initiates system configuration files
Failure here usually means corrupt OS or driver
file
Can be resolved using Windows installation disc
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Windows XP and Windows Server 2003—Windows
Recovery Console
Windows Vista, Windows 7, and Windows Server
2008—System Recovery Options menu
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Permission granted to reproduce for educational use only.
After a Successful Logon
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Most likely cause of failure is installed software
application or service
Corrupt essential file could cause system to hang
or crash after logon
Use System Configuration tool to find problem
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Permission granted to reproduce for educational use only.
Detailed Computer Startup Process
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1. Power-On Self-Test (POST)
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After power is applied, system firmware (BIOS or
EFI)
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Starts boot process
Performs quick check of hardware components
Automatically detects and configures standard
hardware
Stores configuration information in CMOS
When POST completes, adapter cards with their
own firmware will carry out diagnostics
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2. Initial Startup
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POST starts OS boot or bootstrap program
POST looks for boot device where master boot
record (MBR) is stored
Loads MBR into RAM
Turns boot routine over to boot code in MBR
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2. Initial Startup (Cont.)
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MBR locates startup files, identifies system file
type, and locates:
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NT boot loader file (ntldr) for NT-based operating
systems
Windows Boot Manager (bootmgr) for Wndows Vista
and later Windows operating systems
Active partition, system partition, and boot
partition have different technical meanings
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Permission granted to reproduce for educational use only.
3. Boot Loader Phase (Windows
2000/XP/Server 2003)
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Loads kernel (ntoskrnl.exe) into RAM but does not
execute it
Loads hardware abstract layer (HAL) and registry
hive into RAM
Starts certain key services to support various
device drivers required during boot process
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Permission granted to reproduce for educational use only.
4. Detect and Configure Hardware (Windows
2000/XP/Server 2003)
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Ntldr calls ntdetect.com program
Ntdetect.com detects system hardware
information
Ntdetect.com passes this information to ntldr
Ntdlr passes information to NT kernel
(ntoskrnl.exe)
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5. Windows Boot Manager (Windows
Vista/7/Server 2008)
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After initial startup, BIOS loads Windows Boot
Manager (bootmgr)
Windows Boot Manager (bootmgr):
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Displays boot menu when more than one OS is present
on computer
Starts Windows Boot Loader (winload.exe)
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6. Windows Boot Loader (Windows
Vista/7/Server 2008)
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Windows Boot Manager (bootmgr) passes control
to Windows Boot Loader (winload.exe)
Windows Boot Loader:
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Loads ntoskrnl.exe and hal.dll into RAM
Executes kernel
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7. Kernel Loading Phase
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NT kernel (ntoskrnl.exe):
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Is executed
Loads device drivers
Initializes HAL
Initializes computer settings using values in system
registry
Loads and starts session manager (smss.exe)
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7. Kernel Loading Phase (Cont.)
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Boot process goes from text mode to graphics
mode
Session manager (smss.exe):
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Starts and runs abbreviated version of Chkdsk
Determines if system volumes and partitions are in
working order
Loads page file memory
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Permission granted to reproduce for educational use only.
8. Logon Phase
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Windows logon file (winlogon.exe) is executed
Logon dialog box appears
User enters logon name and password
The following are loaded and run
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Local Security Authority process (lsass.exe)
Service subsystem (services.exe)
Startup programs
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Windows 2000/XP/Server 2003
Boot Sequence Summary
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Windows Vista/7/Server 2008
Boot Sequence Summary
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Safe Mode
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Located in Advanced Boot Options menu
Activated by pressing [F8] during system startup
Loads only standard video drivers and essential
drivers for keyboard, mouse, and storage devices
Can help determine if there is a problem with PC
or network
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Advanced Boot Options Menu
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IN CLASS LAB
Roberts Labs 86,87
NEXT CLASS
LabSim homework: 9.5.1-9.5.6
System Restore
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Restores OS to condition established previously
Accessed through Start | All Programs |
Accessories | System Tools
Solves issues associated with recent download,
new driver, new patch, or change to system
configuration
Does not change contents of user application files
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System Restore Display
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Last Known Good Configuration
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Located in Advanced Boot Options menu
Replaces registry with last copy of registry made
during a successful boot
“Restore the system to the last known good
configuration” message will display when error in
boot operation is detected
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Permission granted to reproduce for educational use only.
Emergency Repair Disk
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All modern operating systems have emergency
repair disk or system repair disc
Replaces items such as MBR, file allocation
tables, system registry files, and system
configuration files
Should be made whenever changes to system
occur
Can only restore system to how it was when
disk was made
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Permission granted to reproduce for educational use only.
Recovery Console
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Last resort recovery option in Windows 2000, XP,
and Server 2003
Provides command prompt that allows you to
enter system commands to recover the system
Not installed by default
To access, reboot computer with installation disc
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Permission granted to reproduce for educational use only.
Roll Back Driver
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Available through
Properties dialog
boxes of any
hardware device
installed on computer
Reverts to last driver
configured for a
specific device
Unlike System
Restore, which rolls
back all drivers
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Permission granted to reproduce for educational use only.
System Configuration
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Used for solving problems due to programs and
services loaded during startup
General tab has Normal startup, Diagnostic
startup, and Selective startup options
Startup tab allows you to view which items run
automatically during and after startup
Services tab allows you to choose which services
can run during and after startup
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System Configuration Display
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System Recovery Strategies and Methods
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Involves recovering data and recovering the OS
All Windows OSs provide form of backup program
Always make system image while computer is
running correctly
Perform system backups often
Backup system to separate drive or storage
device
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Permission granted to reproduce for educational use only.
Windows 7 Backup and Restore
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Windows Installation Disc
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Can be used to recover from a system failure
After booting with installation disc, you are
presented with option to perform system repair
System repair options menu will display
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Recovery Menu Options
Windows Vista
 Startup Repair
 System Restore
 Windows Complete
PC Restore
 Windows Memory
Diagnostic
 Command Prompt
Windows 7
 Startup Repair
 System Restore
 System Image
Recovery
 Windows Memory
Diagnostic
 Command Prompt
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System Image
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System Image Recovery available in Windows 7
only
Option allows for complete system image backup
Repair Your Computer is available in Advanced
Boot Options with System Recovery program
Displays same options that appear with
installation disc for recovery
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Advanced Boot Options Menu
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System Recovery Options Menu
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OEM and Repair Shop Disc Image
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Restores computer to new or factory condition
Problem: All data and files are lost
Operating system and software applications and
drivers are installed on first partition
Image of first partition is created on second
partition
For data safety, second partition not seen by user
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Permission granted to reproduce for educational use only.
Troubleshooting Dual-Boot Systems
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Common problem is corruption of Boot
Configuration Data (BCD), or boot.ini file
On Windows 7 system, BCD can be viewed and
modified through System Configuration Boot tab
Use bootrec /RebuildBCD command to repair
corrupt BCD
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System Configuration Boot Tab
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Server Data Integrity and Performance
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Items that can ensure limited system failures
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UPS unit
RAID system
Backup system
Virus program
Service packs and patches
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Permission granted to reproduce for educational use only.
Network Diagnostics Utility
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Available in Windows XP and Windows Me
Checks network connections, hardware, and
services related to networking
Can be accessed from Tools menu from System
Information window
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Network Diagnostics
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Network and Sharing Center
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Introduced by Windows Vista
Provides central location to diagnose network
issues
Diagnose and repair option runs same
diagnostics as Network Diagnostics in XP
Provides a short pass or fail message, not
detailed message
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Network and Sharing Center Display
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Network and Sharing Center
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Diagnoses problems with computer LAN
connection
Yellow triangle with exclamation mark indicates
problem with computer connection
Red X indicates problem with Internet connection
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Permission granted to reproduce for educational use only.
IN CLASS LAB
Roberts Labs 88,89
NEXT CLASS
LabSim homework: 10.3.1-10.3.14,
Network Cable Tester
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Can perform series of checks of cable integrity
Opens, shorts, and grounds can be quickly
determined and located
Can check for crosstalk, radio interference, EMI,
and excessive cable lengths
Can record troubleshooting data to computer
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Permission granted to reproduce for educational use only.
Tone Generator and Tracer
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Can trace exact location of cable runs inside
walls, ceilings, or under floor
Identifies unmarked cables
Generator transmits analog or digital signal, and
tracer receives it
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Permission granted to reproduce for educational use only.
Optical Time Domain Reflectometer (OTDR)
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Uses light source to detect
faults in fiber-optic cable
When light pulse encounters
defects in core and
connectors, the light reflects
to the source, which also
acts as a receiver
Intensity of light and
calculated time indicate
type of flaw and location
where fault occurred
Courtesy of Fluke Corporation
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Permission granted to reproduce for educational use only.
NIC Loopback Test
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Checks NIC’s ability to transmit and receive
signals
Consists of diagnostic software and adapter
called a loopback
Loopback is plugged into NIC and software is run
Loopback completes electrical circuit between
transmit and receive pins
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Permission granted to reproduce for educational use only.
Indicator Lights
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Network adapters, hubs, and switches are
equipped with indicator lights
No standard interpretation of light patterns
No light usually means problem with cable
Blinking lights usually means network activity
Consult manufacturer’s resources
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Permission granted to reproduce for educational use only.
Network Analyzer
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Can test entire network infrastructure
Combine features found in all network testing
software and hardware
Have elaborate displays
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Permission granted to reproduce for educational use only.
Protocol Analyzer
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Captures and monitors data frames traveling
across network media
Analyzes network conditions
Observes network patterns
Identifies bottlenecks
Detects switching loops, routing loops, route
problems, proxy ARP, and broadcast storms
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Permission granted to reproduce for educational use only.
Wireless Network Tester/Analyzer
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Requires hardware to do more in-depth analysis
of wireless infrastructure
Designed to check signal strength and measure
radio and electromagnetic interference
Network Stumbler is freeware tool for checking
wireless network and Wireless Access Points
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Permission granted to reproduce for educational use only.
Cannot Log On to the Network/Computer
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Common logon problems
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Wrong password
Typographical errors and spelling
[Caps Lock] key
[Num Lock] key
Wrong domain or server
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Applied Networking
A user cannot log on to the network. Describe
your troubleshooting methodology to solve this
problem.
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Loose or No Connection
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Cable connection can become loose or slightly
oxidized
No connection is also referred to as a dead drop
Two main reasons for dead drops are security
and new construction oversight
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Permission granted to reproduce for educational use only.
Cannot Access a Share
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Can be determined using ping command with IP
address of share location
Network media or network device problem
User does not have rights or permissions to
use share
Verify that server that hosts share is up and
running
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Permission granted to reproduce for educational use only.
Cannot Print to Network Printer
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Is printer plugged in and is printer powered on?
Will printer perform self-test?
Is there sufficient disk space for print job(s)
Has print job stopped due to some other problem?
Is print server down?
Does user have permission to print?
Is DNS or WINS service/service running?
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Permission granted to reproduce for educational use only.
Printer Is Printing Gibberish
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Does cache or print spooler need to be cleared?
Is printer misidentified?
Is user attempting to connect to wrong printer?
Has cache or print spooler become corrupted?
Was proper driver used for selected printer?
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Cannot Obtain a Proper IPv4 Address
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There are no available IP addresses in address
pool
DHCP server is off-line
Media path to DHCP server is incomplete due to
open cable or network device failure
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Cannot Connect to an Application Server
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Logon error or media path is incomplete
Are there any switches or routers between
user’s workstation and application server?
Is problem for single user or shared by other
users?
What is scope of problem (entire network, or
specific segment or department)?
Is there too much demand on application server?
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Permission granted to reproduce for educational use only.
Cannot Access the Internet
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Type of physical Internet access used determines
exact method of troubleshooting
Common issues
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DNS server is down, or network adapter is configured
for wrong DNS server or gateway
Firewall is blocking port related to desired service
NIC is manually configured for wrong gateway
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Permission granted to reproduce for educational use only.
ESSID Mismatch
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Extended SSID (ESSID) is the configuration of
matching SSIDs to support device roaming
Occurs when two or more WAPs connected to
same wired network do not have same SSIDs
Only desirable when you want to create two
different wireless systems in same wired network
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Permission granted to reproduce for educational use only.
Signal Bounce
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Can corrupt wireless signal
Can be alleviated by repositioning wireless
devices
Can actually improve signal if its reflection is in
close approximation to original signal
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Permission granted to reproduce for educational use only.
Encryption Enabled
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All wireless devices using WAP must have
matching encryption passphrase or security key
Detected wireless devices and matching SSIDs
are not enough
Also consider wireless channels, frequency,
maximum distance, and IEE standard mismatch
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Permission granted to reproduce for educational use only.
Ping
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Ping command is used to verify:
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That a connection exists between destination and
source
That TCP/IP protocol is configured properly
Ping switches are available to modify its use
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-n changes number of echo requests sent
-l increases timeout value for special applications
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Ping Troubleshooting Strategies
To Check If …
Ping …
The network interface card has been
configured for TCP/IP
localhost
127.0.0.1
The static IP address has been assigned to
the network interface card
The static IP address
The DNS server is operational
The name of a distant workstation
There is a complete path to the gateway,
network server, or router
The gateway, network server, or router IP
address
The DNS server is accessible
The address of the DNS server
A connection can be made outside the
network
A distant location like www.microsoft.com
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Permission granted to reproduce for educational use only.
Pathping
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Sends ICMP echo requests to all routers and
gateways along path to the destination
Can identify exact device causing bottleneck
Provides information to identify sources of latency
Destination address can be expressed as IP
address, URL, domain name, or FDQN
Can take up to ten minutes to obtain final results
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Pathping Display
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Tracert
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Displays series of hops taken along route
Amount of time taken to reach each router along
route is displayed in milliseconds
At each router or gateway along path, an echo is
sent back to the source
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Permission granted to reproduce for educational use only.
Tracert Display
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Netstat
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Displays information about active TCP/IP
connections
Netstat switches can be used in combination to
display very specific results
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Permission granted to reproduce for educational use only.
Nbtstat
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Displays NetBIOS over TCP/IP statistics and
information gathered from broadcasts, NetBIOS
cache, and WINS services
Handy tool for verifying:
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WINS server is functioning properly
NetBIOS over TCP has been configured correctly
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Permission granted to reproduce for educational use only.
Nbtstat Examples
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ARP
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Useful when attempting to verify physical address
of another client or device on network
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Ping IP address or name of workstation or device
Use arp –a command to check ARP cache
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Permission granted to reproduce for educational use only.
IPconfig
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Reveals computer’s assigned IP address, subnet
mask, and default gateway
Used on Windows NT family of operating systems
UNIX/Linux systems use ifconfig instead
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Permission granted to reproduce for educational use only.
Nslookup
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Used to display information about DNS servers
When used alone, it returns network’s default
DNS server name and location
When used with domain name, it returns
information about that domain
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Permission granted to reproduce for educational use only.
Route
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Displays information contained in local routing
table
Route print command displays
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Both IPv4 and IPv6 addresses
Subnet masks
Default gateway
Assigned IP address of default gateway
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Permission granted to reproduce for educational use only.
Route Print Display
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Net
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Microsoft command line tool used to investigate
local network
Activated by typing net, followed by specific
command
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Permission granted to reproduce for educational use only.
IN CLASS LAB
Roberts Labs 91,92
NEXT CLASS
LabSim homework: 10.4.1-10.4.12,
Review
To find out more about the nature of a
problem, what are some simple questions
you can ask?
Is this the first time the problem occurred?
• When did the problem first occur?
• Is anyone else in department having same
problem?
• Has anyone added new hardware or
software to the system?
• What was the last change in the system?
•
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Permission granted to reproduce for educational use only.
Review
What Internet sites offer solutions to network
problems?
Operating system manufacturer Web sites
Hardware manufacturer Web sites
Commercial Web sites
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Review
After implementing the solution, you should
_____ the fix.
test
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Review
What are some benefits of documenting the
problem and solution?
Saves the company and personnel time and
money
• Can give other workers insight to problems
they may encounter
• Acts as a history of the system
• Can be used to update equipment
inventories and equipment descriptions
•
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Permission granted to reproduce for educational use only.
Review
Put the Windows Vista/7/Server 2008 boot
phases in their correct order.
A. Windows Boot Loader
B. Initial Startup
C. Logon Phase
D. POST
E. Kernel Loading
F. Windows Boot Manager
D, B, F, A, E, C
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Review
The _____ can be used to solve problems
such as when a computer suddenly starts to
run slowly or develops problems associated
with a recent download.
A. Safe Mode
B. Roll Back Driver
C. System Configuration
D. System Restore
D. System Restore
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Permission granted to reproduce for educational use only.
Review
If a computer fails to boot because of a
change in some hardware configuration or
the installation of a new or updated software
drive, the _____ option can be used.
A. Safe Mode
B. Last Known Good Configuration
C. Start Windows Normally
D. Repair Your Computer
B. Last Known Good Configuration
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Review
What utility is useful in solving computer
problems due to programs and services
loaded during startup?
A. Safe Mode
B. Roll Back Driver
C. System Configuration
D. System Restore
B. Roll Back Driver
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Permission granted to reproduce for educational use only.
Review
What are two reasons a dead drop may exist
on a network?
Security and new construction
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Permission granted to reproduce for educational use only.
Review
What are two reasons a specific user may not
be able to access a share?
Network media or network device problem
User does not have rights or permissions to
use the share
Server share is not up and running
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Permission granted to reproduce for educational use only.
Review
What are three things you should check if a
printer is printing gibberish?
If the cache or print spooler needs to be
cleared
If the printer is misidentified
If the user is attempting to connect to the
wrong printer
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Permission granted to reproduce for educational use only.
Review
What are three reasons why a workstation
may not be able to obtain a proper IPv4
address?
1. There are no available IP addresses in the
address pool
2. The DHCP server is off-line
3. The media path to the DHCP server is
incomplete
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Permission granted to reproduce for educational use only.
Review
What is the best utility to use to check if the
workstation is set to the correct gateway
address?
A. ARP
B. Ipconfig
C. Ping
D. Nslookup
B. Ipconfig
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Permission granted to reproduce for educational use only.
Review
What is the best utility to use to verify the
MAC address of another client or device on
the network?
A. ARP
B. Ipconfig
C. Ping
D. Nslookup
A. ARP
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Permission granted to reproduce for educational use only.
Review
What is the best utility to use to identify the
exact device on the network or Internet
causing a bottleneck?
A. ARP
B. Netstat
C. Pathping
D. Ping
C. Pathping
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Permission granted to reproduce for educational use only.
Glossary

Active Partition


Boot Partition


The partition that contains the operating system files
the computer should use to boot.
The partition that contains the files needed to
operate the computer. These files include device
drivers, library files, services, commands, and
utilities and are stored in a separate directory.
Dead Drop

A network cable running through the building
structure ceiling and wall that is not connected to the
network.
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Permission granted to reproduce for educational use only.
Glossary

Hardware Abstract Layer (HAL)


Master Boot Record (MBR)


A software layer located between the hardware
devices and third-party vendor driver software.
An area located on the first sector of the hard drive
that contains information about the hard drive
partitions (partition table) and the location of the
bootable partition (active partition).
Power-On Self-Test (POST)

A BIOS routine that performs a series of hardware
checks to determine if the computer is in minimal
working order.
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Permission granted to reproduce for educational use only.
Glossary

Signal Bounce


System Image


A condition where the wireless signal is reflected or
“bounced” off a metal object such as a metal
building, file cabinets, some types of glass, and
certain building materials.
A snapshot of the entire storage structure, including
files not normally backed up such as the MBR or
GUID.
System Partition

The partition that contains the core files that are
used to start the operating system.
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Permission granted to reproduce for educational use only.