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Chapter 2: Troubleshooting Processes for Complex Enterprise Networks

Chapter 2: Troubleshooting Processes for Complex Enterprise Networks. CCNP TSHOOT: Maintaining and Troubleshooting IP Networks. Chapter 2 Objectives. Identify troubleshooting principles and evaluate troubleshooting methodologies.

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Chapter 2: Troubleshooting Processes for Complex Enterprise Networks

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  1. Chapter 2:Troubleshooting Processes for Complex Enterprise Networks CCNP TSHOOT: Maintaining and Troubleshooting IP Networks

  2. Chapter 2 Objectives • Identify troubleshooting principles and evaluate troubleshooting methodologies. • Plan and implement troubleshooting procedures as part of a structured troubleshooting methodology. • Plan and implement troubleshooting and network maintenance procedures to effectively support each other.

  3. Troubleshooting Methodologies Flow chart of a structured troubleshooting approach

  4. Troubleshooting Methodologies Shoot from the hip vs. structured troubleshooting method

  5. Troubleshooting Approaches • Top-down • Bottom-up • Divide and conquer • Follow-the-path • Spot the differences • Move the problem

  6. Troubleshooting Approaches - Spot the Differences Example • Branch1 is in good working order • Branch2 has connectivity problems Branch1# show ip route <output omitted> 10.0.0.0/24 is subnetted, 1 subnets C 10.132.125.0 is directly connected, FastEthernet4 C 192.168.36.0/24 is directly connected, BVI1 S* 0.0.0.0/0 [254/0] via 10.132.125.1 Branch2# show ip route <output omitted> 10.0.0.0/24 is subnetted, 1 subnets C 10.132.126.0 is directly connected, FastEthernet4 C 192.168.37.0/24 is directly connected, BVI1

  7. Troubleshooting Approaches - Move the Problem Example Laptop B is having network problems. Cable or port swapping can help isolate the problem.

  8. Implementing Troubleshooting Procedures • Defining the problem • Gathering information • Analyzing the information • Eliminating possible problem causes • Formulating a hypothesis about the likely cause of the problem • Testing that hypothesis • Solving the problem

  9. The Troubleshooting Process – Verify and Define the Problem

  10. The Troubleshooting Process – Gather Information

  11. The Troubleshooting Process – Analyze

  12. The Troubleshooting Process – Eliminate

  13. The Troubleshooting Process – Propose Hypothesis

  14. The Troubleshooting Process – Test Hypothesis

  15. The Troubleshooting Process – Solve Problem

  16. The Troubleshooting and Network Maintenance

  17. The Troubleshooting and Network Maintenance – Cont. • Accurate documentation is critical to effective troubleshooting. • A network baseline is essential and can include: • Interface load for critical network links (IOS) • CPU load and memory usage of routers and switches (SNMP) • Accounting of network traffic (NBAR, NetFlow) • Measurement of network performance characteristics (IP SLA)

  18. Communication and Change Control Communication plays a role in all phases of structured troubleshooting.

  19. Communication and Change Control – Cont. • Change control is a fundamental process in network maintenance. • Controls when changes are made, authorization required and what actions are taken. • Can reduce unplanned outages and increase network uptime. • The change control process: • Implement the change • Verify that it achieved the desired results • Roll back if necessary • Back up the changed configurations or software • Document/communicate your changes

  20. Disaster Recovery Tools • Successful disaster recovery is dependent on the existence of the following: • Up to date configuration backups • Up to date software backups • Up to date hardware inventories and documentation • Configuration and software provisioning tools

  21. Chapter 2 Summary • The fundamental elements of a troubleshooting process: • Gathering of information and symptoms • Analyzing information • Eliminating possible causes • Formulating a hypothesis • Testing the hypothesis • Some commonly used troubleshooting approaches are: • Top-down • Bottom-up • Divide-and-conquer • Follow-the-path • Spot the differences • Move the problem

  22. Chapter 2 Summary – Cont. • Useful data to gather and create a network baseline are: • Basic performance statistics using show commands • Accounting of network traffic using RMON, NBAR, or NetFlow statistics • Measurements of network performance characteristics using the IP SLA feature in IOS • Communication is an essential part of the troubleshooting process and happens in all stages of troubleshooting: • Report the problem • Gather information • Analyze and eliminate possible causes • Propose and test a hypothesis • Solve the problem • Change control is one of the most fundamental processes in network maintenance.

  23. Chapter 2 Labs • There are no labs for this chapter.

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