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Comp tia n+_session_12
1. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Objectives
In this session, you will learn to:
Identify the major functions and releases of UNIX and Linux.
Identify the network support features of Macintosh operating
systems.
List the components of a troubleshooting model.
List TCP/IP troubleshooting utilities.
List major hardware troubleshooting tools.
List major system monitoring tools.
Identify the tools and technologies required to perform network
baselining.
Ver. 1.0 Session 12 Slide 1 of 53
2. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
UNIX
UNIX is a trademark for a family of operating systems
originally developed at Bell Laboratories beginning in the
late 1960s.
Features of UNIX operating system are:
Multiplatform
Multitasking
Multiuser
Built-in networking
Robust development platform
Many different licensed versions
UNIX
Ver. 1.0 Session 12 Slide 2 of 53
3. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
The UNIX System Architecture
All UNIX systems share a kernel/shell architecture.
User session
Shell
Shell
User session
Kernel
Shell
Shell
CPU
Shell
Shell
User session
Ver. 1.0 Session 12 Slide 3 of 53
4. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Open Standards
• Open standards are any type of software-development
standards that are arrived at cooperatively and are not
owned, copyrighted, or maintained by any particular
organization or commercial enterprise.
Open standard
developed cooperatively
WINSClient03
Ver. 1.0 Session 12 Slide 4 of 53
5. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Linux
Features of Linux operating system are:
Open-standard UNIX derivative
Brainchild of Linus Torvalds
Open code can be downloaded and revised
Stable release and development release
Ver. 1.0 Session 12 Slide 5 of 53
6. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Linux Distributions
• A Linux distribution is a complete Linux implementation,
including kernel, shell, applications,utilities, and installation
media, that is packaged, distributed, and supported by a
software vendor.
Kernel and shell
Applications
Utilities
Installation media
Vendor support
Ver. 1.0 Session 12 Slide 6 of 53
7. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Linux Server Applications
Linux is a popular server platform for a number of server-
based applications, such as:
Web servers DNS servers File servers Mail servers Database servers
Ver. 1.0 Session 12 Slide 7 of 53
8. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
The Macintosh Operating System (Mac OS X)
Features of Macintosh Operating System are:
UNIX derivative
Macintosh GUI
TCP/IP networking
Many advanced networking features and services
Legacy AppleTalk support
Ver. 1.0 Session 12 Slide 8 of 53
9. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Mac OS X Server
Features of OS X Server are:
Integrated multiclient support
OpenDirectory
Integrated web server
Integrated email
DNS, DHCP, NAT, firewall
Server Admin administrative interface
Ver. 1.0 Session 12 Slide 9 of 53
10. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Macintosh Network Security
Mac OS X follows the UNIX security model, in which the
root account has total control of the system.
Root - disabled
Administrator
creates users and groups
Read, write,
execute permissions
Ver. 1.0 Session 12 Slide 10 of 53
11. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting
• Troubleshooting is the recognition, diagnosis, and
resolution of problems.
Recognition Diagnosis Resolution
Ver. 1.0 Session 12 Slide 11 of 53
12. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting Model
• A troubleshooting model is any standardized step-by-step
approach to the troubleshooting process.
Step-by-step approach
Administrator
Ver. 1.0 Session 12 Slide 12 of 53
13. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
The CompTIA Network+ Troubleshooting Model
The CompTIA Network+ troubleshooting Model includes
the following steps:
– Establishing the Symptoms and Potential Causes
– Identifying the Affected Area
– Establishing What Has Changed
– Selecting the Most Probable Cause
– Implementing an Action Plan and Solution
– Testing the Result
– Identifying the Results and Effects
– Documenting the Solution and Process
Ver. 1.0 Session 12 Slide 13 of 53
14. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Establishing the Symptoms and Potential Causes
1. Establishing the symptoms and potential causes
include:
Gather information
Re-create the problem
List potential causes
Ver. 1.0 Session 12 Slide 14 of 53
15. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Identifying the Affected Area
• Establishing the symptoms and potential causes
• Identifying the affected areas include:
One user
Several users
One server
One segment
The network
Ver. 1.0 Session 12 Slide 15 of 53
16. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Establishing What Has Changed
• Establishing the symptoms and potential causes
• Identifying the affected area
• Establishing what has changed includes:
Could you ever do this?
When did things change?
What has changed?
Ver. 1.0 Session 12 Slide 16 of 53
17. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Selecting the Most Probable Cause
• Establishing the symptoms and potential causes
• Identifying the affected area
• Establishing what has changed
• Selecting the most probable cause includes:
Could you ever do this?
When did things change?
What has changed?
Ver. 1.0 Session 12 Slide 17 of 53
18. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Implementing an Action Plan and Solution
• Establishing the symptoms and potential causes
• Identifying the affected area
• Establishing what has changed
• Selecting the most probable cause
• Implementing an action plan and solution includes:
Could you ever do this?
When did things change?
What has changed?
Ver. 1.0 Session 12 Slide 18 of 53
19. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Testing the Result
• Establishing the symptoms and potential causes
• Identifying the affected area
• Establishing what has changed
• Selecting the most probable cause
• Implementing an action plan and solution
• Testing the result includes:
Verify that it solved the problem
Verify that no new problems introduced
Test various conditions
Ver. 1.0 Session 12 Slide 19 of 53
20. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Identifying the Results and Effects
• Establishing the symptoms and potential causes
• Identifying the affected area
• Establishing what has changed
• Selecting the most probable cause
• Implementing an action plan and solution
• Testing the result
• Identifying the results and effects of the solution
includes:
Re-examine your list of potential effects
Test for potential effects
Adjust if needed
Ver. 1.0 Session 12 Slide 20 of 53
21. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Documenting the Solution and Process
• Establishing the symptoms and potential causes
• Identifying the affected area
• Establishing what has changed
• Selecting the most probable cause
• Implementing an action plan and solution
• Testing the result
• Identifying the results and effects of the solution
• Documenting the solution and process includes:
Use a troubleshooting template
Document all information
Maintain records for reference
Ver. 1.0 Session 12 Slide 21 of 53
22. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
TCP/IP Troubleshooting Utilities
The various TCP/IP troubleshooting utilities are:
Troubleshooting with IP Configuration Utilities
Troubleshooting with Ping
Troubleshooting with Tracert
Troubleshooting with Arp
Troubleshooting with Telnet
Troubleshooting with Nbtstat
Troubleshooting with Netstat
Troubleshooting with FTP
Troubleshooting with Nslookup
Ver. 1.0 Session 12 Slide 22 of 53
23. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with IP Configuration Utilities
To determine the host’s IP address use either of the utilities,
such as:
Ipconfig
Ifconfig
Winipcfg
Ver. 1.0 Session 12 Slide 23 of 53
24. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with Ping
Ping utility is used as an initial step in diagnosing general
connectivity problems.
Ver. 1.0 Session 12 Slide 24 of 53
25. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with Tracert
Tracert utility is used to determine where the communication
fails, if you cannot connect to a particular remote host.
Ver. 1.0 Session 12 Slide 25 of 53
26. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with Arp
Arp can be used both to help troubleshoot duplicate IP
address problems and to diagnose why a workstation can’t
connect to a specific host.
Ver. 1.0 Session 12 Slide 26 of 53
27. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with Telnet
Telnet is usually used to issue commands in a terminal
session to a remote host.
1 Upper-level service fails 2 Use Telnet to connect
C:> telnet 10.1.1.3
Password:
Ver. 1.0 Session 12 Slide 27 of 53
28. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with Nbtstat
Nbtstat can be very helpful in identifying problems that are
specific to Windows computers that use NetBIOS naming.
Ver. 1.0 Session 12 Slide 28 of 53
29. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting Netstat
Netstat is a versatile troubleshooting tool that can serve
several functions, such as:
To find if the TCI/IP-based program is listening to the
excepted port.
To see if the connection is good.
To use statistics to check network adapter error counts.
To display routing tables
Ver. 1.0 Session 12 Slide 29 of 53
30. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting with FTP
FTP can assist you in troubleshooting because it is a
common way to access vendor resource sites from which
you can download patches and other support information.
Patches and utilities
Vendor FTP site FTP client
Ver. 1.0 Session 12 Slide 30 of 53
31. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Troubleshooting Nslookup
Nslookup to display information about DNS servers, such
as:
Verify default server
Verify that server is responding to queries
Verify that server can resolve names
Verify default server
Verify that server is
responding to queries
Verify that server can
resolve names
Ver. 1.0 Session 12 Slide 31 of 53
32. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Activity 16-2
Activity on Troubleshooting
with TCP/IP Utilities
Ver. 1.0 Session 12 Slide 32 of 53
33. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Hardware Troubleshooting Tools
The various hardware troubleshooting tools are:
Network Technician’s Hand Tools
Electrical Safety Rules
Wire Crimpers
Punch Down Tools
Circuit Testers
Voltmeters
Cable Testers
Crossover Cables
Hardware Loopback Plugs
LED Indicator Lights
Tone Generators and Tone Locators
Ver. 1.0 Session 12 Slide 33 of 53
34. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Network Technician’s Hand Tools
In the computer industry, a good toolbox includes these basic
hand tools, such as:
A variety of screwdrivers and spare screws.
Long-nose pliers.
Small diagonal cutting pliers.
A small adjustable wrench.
A variety of wrenches or nut drivers.
A small AA or AAA flashlight.
Various small hand tools
Ver. 1.0 Session 12 Slide 34 of 53
35. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Electrical Safety Rules
When working with electrical power, follow these basic safety
rules, such as:
Professionals should service high-power equipment
Always disconnect before servicing
Work with a partner
Never bypass safety devices
Use anti-static devices
Ver. 1.0 Session 12 Slide 35 of 53
36. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Wire Crimpers
• A wire crimper is a tool that attaches media connectors to
the ends of cables.
Specific to media type
Ver. 1.0 Session 12 Slide 36 of 53
37. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Push Down Tools
• A punch down tool is used in a wiring closet to connect
cable wires directly to a patch panel.
Strips insulation and embeds
wire
Ver. 1.0 Session 12 Slide 37 of 53
38. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Circuit Testers
• A circuit tester is an electrical instrument that displays
whether an electrical outlet is wired correctly and tests the
polarity and safety of the grounds.
Plugs into socket
Displays circuit status
Ver. 1.0 Session 12 Slide 38 of 53
39. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Voltmeters
• A voltmeter measures voltage and resistance between two
points in a circuit.
Digital Analog
Ver. 1.0 Session 12 Slide 39 of 53
40. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Cable Testers
• A cable tester, also called a media tester, is an electrical
instrument that verifies if a signal is present on a cable.
Ports for network cable
Displays media status
Adapters for different network
types
Ver. 1.0 Session 12 Slide 40 of 53
41. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Crossover Cables
• A crossover cable is a special network cable used in
Ethernet UTP installations that enables you to connect two
hubs, or to connect two stations without using a hub.
Wires crossed
over internally
Ver. 1.0 Session 12 Slide 41 of 53
42. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Hardware Loopback Plugs
• A hardware loopback plug is a special connector used for
diagnosing transmission problems that redirects electrical
signals back to the transmitting system.
Crosses over transmit/receive
lines
Ver. 1.0 Session 12 Slide 42 of 53
43. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
LED Indicator Lights
• The state of the Light Emitting Diode (LED) lights on
network adapters, hubs, switches, routers, and cable and
DSL modems can give you information about the status of
the network connection.
Link light
Activity light
Ver. 1.0 Session 12 Slide 43 of 53
44. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Tone Generators and Tone Locators
• A tone generator is an electronic device that sends an
electrical signal through one set of UTP wires.
• A tone locator is an electronic device that emits an audible
tone when it detects a signal in a set of wires.
Probe detects
signal
Port for network
cable
Tone generator Tone locator
Ver. 1.0 Session 12 Slide 44 of 53
45. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
System Monitoring Tools
Some of the major system monitoring tools are:
Performance Monitors
Protocol Analyzers
The Protocol Analysis Process
Ver. 1.0 Session 12 Slide 45 of 53
46. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Performance Monitors
• A performance monitor is a software tool that monitors the
state of services, processes, and resources on a system.
Displays
results
Ver. 1.0 Session 12 Slide 46 of 53
47. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Protocol Analyzers
• A protocol analyzer, or network analyzer, is a type of
diagnostic software that can examine and display data
packets that are being transmitted over a network.
Captures frames
Displays frame contents
Ver. 1.0 Session 12 Slide 47 of 53
48. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
The Protocol Analysis Process
Protocol analyzer captures and decodes the data packets in
this process.
Capture frames
Decode contents
Analyze contents
Ver. 1.0 Session 12 Slide 48 of 53
49. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Network Baselines
A baseline is a record that maintains:
Record of current performance
Basis for identifying abnormal conditions
Starting point for improving performance
Record of normal
performance
Various tests
Baseline
Ver. 1.0 Session 12 Slide 49 of 53
50. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
The Baseline Process
Creating and applying a baseline is a cycle that
organizations should continually repeat in the following
process cycle.
1. Evaluate network
8. Upgrade or reconfigure
2. Design tests
as needed
7. Repeat tests when
3. Schedule tests performance low
4. Run tests 6. Analyze data
5. Document results
Ver. 1.0 Session 12 Slide 50 of 53
51. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Summary
In this session, you learned that:
– UNIX is a trademark for a family of operating systems
originally developed at Bell Laboratories beginning in the late
1960s.
– A Linux distribution is a complete Linux implementation,
including kernel, shell, applications, utilities, and installation
media, that is packaged, distributed, and supported by a
software vendor.
– Mac OS X is the current version of the Macintosh Operating
System.
– The CompTIA Network+ troubleshooting Model includes the
following eight steps:
1. Establishing the Symptoms and Potential Causes
2. Identifying the Affected Area
3. Establishing What Has Changed
4. Selecting the Most Probable Cause
Ver. 1.0 Session 12 Slide 51 of 53
52. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Summary (Contd.)
CompTIA Network+ troubleshooting Model steps: (Contd.)
1. Implementing an Action Plan and Solution
2. Testing the Result
3. Identifying the Results and Effects
4. Documenting the Solution and Process
5. The TCP/IP troubleshooting utilities:
The TCP/IP troubleshooting utilities are:
Troubleshooting with IP Configuration Utilities
Troubleshooting with Ping
Troubleshooting with Tracert
Troubleshooting with Arp
Troubleshooting with Telnet
Troubleshooting with Nbtstat
Troubleshooting with Netstat
Troubleshooting with FTP
Troubleshooting with Nslookup
Ver. 1.0 Session 12 Slide 52 of 53
53. CompTIA N+ Certification: Network Using Attended Installation
Installing Windows XP Professional Operating System and Network
Troubleshooting
Summary (Contd.)
The major hardware troubleshooting tools are:
– Network Technician’s Hand Tools
– Electrical Safety Rules
– Wire Crimpers
– Punch Down Tools
– Circuit Testers
– Voltmeters
– Cable Testers
– Crossover Cables
– Hardware Loopback Plugs
– LED Indicator Lights
– Tone Generators and Tone Locators
The major system performance monitoring tools are:
Performance Monitors
Protocol Analyzers
The Protocol Analysis Process
Ver. 1.0 Session 12 Slide 53 of 53