Network Troubleshooting

Contains information pertaining to troubleshooting networking errors, specifically over the phone.

Common Problems

 * 1) Ensure that cables are properly connected.  Especially power and RJ-45 (Ethernet) cables.
 * 2) Check the lights!  Ask the customer to verify the color and condition of lights.  Green generally is good, amber meh and red = very bad.  Blinking lights are also something to note.

Over The Phone Troubleshooting
Unless the user has a specific complaintGenerally the sequence is

Physical (cables etc) -> Software (Firefox) -> Hardware Settings (Network Tools)

Physical

 * 1) Ensure that all cables are properly connected.
 * 2) Reboot their modem/router and their computer.
 * 3) Check the lights on the Network Card in the computer and on the modem/router.

Web Browser

 * 1) Un-check "Work Offline" checked under File -> Work Offline.
 * 2) Attempt to connect to a website, i.e. www.google.com.

Settings

 * 1) Network Tools live in System -> Admin -> Network Tools
 * 2) Gather network information from "Devices", select the "Ethernet Interface" if they are running a hardline, or "Wireless Interface" if they're on wi-fi.  Record their IPv4 address and Netmask.
 * 3) Under "Netstat" select "Routing Table Information" and click on the "Netstat" button.  Record the information.
 * 4) Go to the "Ping" tab and attempt to ping their IP address and their default gateway.  Also attempt to ping outside their network (4.2.2.2 is an easy one to remember).
 * 5) For "Traceroute" enter any website "www.google.com" to determine if they can connect to outside websites.