Network Troubleshooting Guide

Always ask or be prepared to provide the following information:

  1. What building, room #, phone # and name of person reporting problem?
  2. What VLAN is it registered in? (Admin, Student, Open Servers, etc.)
  3. What is the IP# the problem device is receiving?
  4. What is the MAC address of the problem device?
  5. What is the platform of the device in question (Dell, Mac, Sun, etc.)?
  6. What is the Operating System (Windows  XP, Vista, 7,  Mac OS, Solaris, etc.)?
  7. What is the application having the problem (Web access, FRS, SIS, FTP, Telnet, etc.)?
  8. What are the symptoms of the problem (slow response, no response, etc.)?
  9. What is the network target of this device/problem (Internet, intranet, local host, remote host, etc.)?
  10. What has been done to this point to resolve the problem? (Reboot, release/renew, etc.)
  11. Are there any intermediate devices between the device and the wall? (Netgear hub, DSL router, etc.)