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 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 The Scenario A user named Alice reports that she has been trying to access a particular Web site for several hours and keeps receiving an error message. 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 User error A computer configuration problem A faulty network connection A malfunction of the router that provides Internet access A problem with the Internet or the specific Web site itself Incident Administration The first step is to begin to document the incident. Many help desks use software that lets technicians document calls and store them in a database. Because . | 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 The Scenario A user named Alice reports that she has been trying to access a particular Web site for several hours and keeps receiving an error message. 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 User error A computer configuration problem A faulty network connection A malfunction of the router that provides Internet access A problem with the Internet or the specific Web site itself Incident Administration The first step is to begin to document the incident. Many help desks use software that lets technicians document calls and store them in a database. Because the technician has little information about Alice’s problem at this point, he cannot accurately assign a priority to this call yet. Many organizations separate technicians into two or more tiers. First-tier technicians typically take help desk calls. If the problem is serious or complex, the first-tier technician escalates the call to the second tier. Gathering Information The next step is to ask the user about the exact circumstances under which the problem occurred. In this scenario, Alice has been trying to open a Web site in Microsoft Internet Explorer, one that had always worked before, and she receives an error message. She tried again several times over an hour and received the same error message every time. She did not write down the error message but was able to re-create the error by trying again to access the site. The error message was "The page cannot be displayed" and it also said "Cannot find server or DNS error." A Common Internet Explorer Error Message .
