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Chapter 2: Troubleshooting Guidelines

2-4 Troubleshooting Guide

2.1 Problem Identification and Notification

How did someone notice that there is a problem, and how far-reaching is it? Gather all the information relevant

to the perceived problem. Check on the following:

• Is it the whole network, a server, or just one user that is down?

• Can the users get to the services that they are supposed to?

• Is there a slow transfer of information?

• Does the problem involve a new installation or one that has been operating for some time?

• Was the equipment designed to do the particular task in process when the problem occurred?

• Does the problem occur during a certain time of day?

NOTE: The network manager(s) must be notiﬁed that there is a problem. This can be done by

telephone, pager, or other means. Notiﬁcation can be done automatically by pager if the

system has a system management application installed such as the Cabletron Systems

SPECTRUM or the SPECTRUM Element Manager (SPEL). Refer to the appropriate

application documentation for an explanation of this feature.

2.2 Problem Verification and Information Gathering

As the network manager or technician called to the site, proceed as follows to evaluate the situation and

determine the scope of the problem.

1. If you have a network management software application (such as SPECTRUM, SPECTRUM Element

Manager for Windows or Lanalyzer), use it to check for any indications of a problem and the extent of

impact on the network. Get a trace of the network traffic if possible and port statistics.

Was the problem narrowed down to one of the categories in Chapters 3 through 9?

If YES, refer to the appropriate chapter for instructions on how to remedy the most common prob-

lems in that category. If NO, go to step 2.

2. See if the network has one main hub or other area where you can perform a visual inspection of the

equipment and

check the power indications, LEDs, and switch settings. Refer to the associated

manuals for details about the LEDs and switch settings.

Was the problem narrowed down to one of the categories in Chapters 3 through 9?

If YES, refer to the appropriate chapter for instructions on how to remedy the most common prob-

lems in that category. If NO, go to step 3.

3. Check the server(s) to see what is happening and if the server(s) is operating properly.

Was the problem narrowed down to one of the categories in Chapters 3 through 9?

If YES, refer to the appropriate chapter for instructions on how to remedy the most common prob-

lems in that category. If NO, go to step 4.

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