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