Chapter 2:

Troubleshooting Processes for Complex Enterprise Networks

CCNP TSHOOT: Maintaining and Troubleshooting IP Networks

Course v6 Chapter # 2007 2010, Cisco Systems, Inc. All rights reserved. Cisco Public

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.

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Troubleshooting Methodologies
Flow chart of a structured troubleshooting approach

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Troubleshooting Methodologies
Shoot from the hip vs. structured troubleshooting method

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

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Troubleshooting Approaches - Spot the Differences Example

Branch1 is in good working order
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 has connectivity problems

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

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Troubleshooting Approaches - Move the Problem Example

Laptop B is having network problems. Cable or port swapping can help isolate the problem.

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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

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The Troubleshooting Process Verify and Define the Problem

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The Troubleshooting Process Gather Information

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The Troubleshooting Process Analyze

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The Troubleshooting Process Eliminate

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The Troubleshooting Process Propose Hypothesis

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The Troubleshooting Process Test Hypothesis

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The Troubleshooting Process Solve Problem

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The Troubleshooting and Network Maintenance

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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)

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Communication and Change Control

Communication plays a role in all phases of structured troubleshooting.

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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

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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

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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 Top-down Bottom-up Divide-and-conquer Follow-the-path Spot the differences Move the problem

Some commonly used troubleshooting approaches are:

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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.

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Chapter 2 Labs
There are no labs for this chapter.

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