Network - Basic Network Troubleshooting

Basic Network Troubleshooting 

1. What type and how many devices are affected?   

2. What building, room number, users names and devices are affected. 

   • If many escalate to Networking team with information: 

     • What building, room number and devices are affected, is it contained on one side of the building? 

   • Ask good questions to aide resolution process for next IT Tier, this saves time and energy.   

3. How is the device connected? 

   • Wired? 

     • If wired, is it plugged in? 

   • Wireless 

     • If wireless, is the physical wireless switch on? Or is the wireless enabled (for devices w/o a physical switch) 

4. Is it powered on?  YES, skip to #7. 

5. Is it powered on?  NO,   Is it Plugged Into a Power Strip, Is the power strip turned on?  Try turning on the power button, if no power ask if it has it possibly been tripped and needs to be reset?  Is anything else plugged into the power strip?  Note: Laptop users battery test should be analyzed, have them use adaptor to plug in device for testing)

6. If power strip trouble shooting is not resolved it may be a new power strip is needed,  ask if they can try another outlet or power strip and test again.  Once you confirm the compute device is receiving electrical power.  Note: Laptop users battery test should be analyzed, have them use adaptor to plug in device for testing) then move to next step. 

7. When was the last time the device was rebooted? 

8. When was the last time this device functioned properly? 

9. (Technician) Verify the device is receiving an IP address:  Go to CMD promt and ping the device.

10. If an address is obtained, what is the default gateway?   Attempt to ping the default gateway 

11. If successful, proceed to the Web Test - Attempt to browse to a webpage like google.com 

12. If you are still unable to resolve the issue, document all issues, location of the device and user, user call back number and escalate to Tier 2