Ch!

"ter 2$

%roubleshooting Processes &or Com"le' (nter"rise )et*or+s

CCNP TSHOOT: Maintaining and Troubleshooting IP Networks

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Chapter 2 Objecti es
Identi&y troubleshooting "rinci"les !nd ev!lu!te troubleshooting methodologies. Pl!n !nd im"lement troubleshooting "rocedures !s "!rt o& ! structured troubleshooting methodology. Pl!n !nd im"lement troubleshooting !nd net*or+ m!inten!nce "rocedures to e&&ectively su""ort e!ch other.

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Troubleshooting Methodologies
-lo* ch!rt o& ! structured troubleshooting !""ro!ch

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Troubleshooting Methodologies
Shoot &rom the hi" vs. structured troubleshooting method

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Troubleshooting !pproaches
Top"down #otto$"up %i ide and con&uer 'ollow"the"path Spot the di((erences Mo e the proble$

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Troubleshooting !pproaches " Spot the %i((erences )*a$ple

0r!nch1 is in good *or+ing order
Branch1# show ip route <output omitted> 10.0.0.0/24 is subnetted, 1 subnets C 10.132.12).0 is direct ! connected, "ast#thernet4 C 1$2.16%.36.0/24 is direct ! connected, B'(1 *+ 0.0.0.0/0 ,2)4/0- .ia 10.132.12).1

0r!nch2 h!s connectivity "roblems

Branch2# show ip route <output omitted> 10.0.0.0/24 is subnetted, 1 subnets C 10.132.126.0 is direct ! connected, "ast#thernet4 C 1$2.16%.3&.0/24 is direct ! connected, B'(1

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Troubleshooting !pproaches " Mo e the Proble$ )*a$ple

1!"to" 0 is h!ving net*or+ "roblems. C!ble or "ort s*!""ing c!n hel" isol!te the "roblem.

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I$ple$enting Troubleshooting Procedures

3e&ining the "roblem 4!thering in&orm!tion An!ly5ing the in&orm!tion (limin!ting "ossible "roblem c!uses -ormul!ting ! hy"othesis !bout the li+ely c!use o& the "roblem %esting th!t hy"othesis Solving the "roblem

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The Troubleshooting Process + ,eri(- and %e(ine the Proble$

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The Troubleshooting Process + .ather In(or$ation

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The Troubleshooting Process + !nal-/e

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The Troubleshooting Process + )li$inate

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12

The Troubleshooting Process + Propose H-pothesis

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1,

The Troubleshooting Process + Test H-pothesis

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1.

The Troubleshooting Process + Sol e Proble$

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1/

The Troubleshooting and Network Maintenance

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The Troubleshooting and Network Maintenance + Cont0

Accur!te document!tion is critic!l to e&&ective troubleshooting. A net*or+ b!seline is essenti!l !nd c!n include$
7 7 7 7 Inter&!ce lo!d &or critic!l net*or+ lin+s 8I9S: CP; lo!d !nd memory us!ge o& routers !nd s*itches 8S)<P: Accounting o& net*or+ tr!&&ic 8)0A=, )et-lo*: <e!surement o& net*or+ "er&orm!nce ch!r!cteristics 8IP S1A:

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The Troubleshooting and Network Maintenance + Cont0

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12

Co$$unication and Change Control

Communic!tion "l!ys ! role in !ll "h!ses o& structured troubleshooting.

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Chapter 2 Su$$ar %he &und!ment!l elements o& ! troubleshooting "rocess$

7 7 7 7 7 7 7 7 7 7 7 4!thering o& in&orm!tion !nd sym"toms An!ly5ing in&orm!tion (limin!ting "ossible c!uses -ormul!ting ! hy"othesis %esting the hy"othesis %o">do*n 0ottom>u" 3ivide>!nd>con?uer -ollo*>the>"!th S"ot the di&&erences <ove the "roblem

Some commonly used troubleshooting !""ro!ches !re$

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Chapter 2 Su$$ar- + Cont0

;se&ul d!t! to g!ther !nd cre!te ! net*or+ b!seline !re$
7 0!sic "er&orm!nce st!tistics using sho* comm!nds 7 Accounting o& net*or+ tr!&&ic using =<9), )0A=, or )et-lo* st!tistics 7 <e!surements o& net*or+ "er&orm!nce ch!r!cteristics using the IP S1A &e!ture in I9S

Communic!tion is !n essenti!l "!rt o& the troubleshooting "rocess !nd h!""ens in !ll st!ges o& troubleshooting$
7 =e"ort the "roblem 7 4!ther in&orm!tion 7 An!ly5e !nd elimin!te "ossible c!uses 7 Pro"ose !nd test ! hy"othesis 7 Solve the "roblem

Ch!nge control is one o& the most &und!ment!l "rocesses in net*or+ m!inten!nce.
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