Guide to Network Support and Troubleshooting

by Tomsho, Greg

• ISBN13: 9780619035518
• ISBN10: 061903551X
• Edition: CD
• Format: Paperback
• Copyright: 2002-01-30
• Publisher: Course Technology

Summary

Text covers supporting and maintaining heterogeneous networking environments. Includes coverage of troubleshooting peer-to-peer and server-based networks, as well as hardware and transport layer problems.

Table of Contents

Preface	xiii
Networking Concepts Review	1	(30)
The OSI Model	2	(7)
Layer 1: The Physical Layer	3	(1)
Layer 2: The Data Link Layer	4	(1)
Layers 3 and 4: The Network and Transport Layers	5	(2)
Layers 5, 6, and 7: The Upper Layers	7	(2)
Internetworking Devices	9	(6)
Ethernet Basics	10	(1)
Hubs/Repeaters	11	(1)
Bridges/Switches	12	(2)
Routers	14	(1)
Networking Models	15	(3)
Client/Server Networks	15	(2)
Peer-to-Peer Networks	17	(1)
Chapter Summary	18	(1)
Key Terms	19	(3)
Review Questions	22	(4)
Hands-on Projects	26	(3)
Case Projects	29	(2)
Supporting Networks	31	(44)
Approaches to Problem Solving	32	(7)
Trial and Error	32	(3)
Resolve by Example	35	(2)
The Replacement Method	37	(1)
Step-by-step Using the OSI Model	37	(2)
The Problem-Solving Process	39	(11)
Step 1: Determine the Problem Definition and Scope	41	(1)
Step 2: Gather Information	42	(2)
Step 3: Consider Possible Causes	44	(1)
Step 4: Devise a Solution	45	(1)
Step 5: Implement the Solution	46	(2)
Step 6: Test the Solution	48	(1)
Step 7: Document the Solution	49	(1)
Step 8: Devise Preventive Measures	49	(1)
Problem-Solving Tools	50	(15)
Experience	50	(1)
Colleagues	51	(1)
Manufacturer's Phone Technical Support	51	(1)
The World Wide Web	52	(2)
Network Documentation	54	(3)
Network Testing and Monitoring Tools	57	(8)
Chapter Summary	65	(1)
Key Terms	66	(1)
Review Questions	67	(3)
Hands-on Projects	70	(2)
Case Projects	72	(3)
Supporting the Physical Layer	75	(70)
Physical Layer Components	76	(1)
Network Media	76	(33)
Criteria for Choosing Network Media	76	(2)
Copper Media	78	(1)
Coaxial Cable	78	(1)
Characteristics of Thinwire Ethernet	79	(4)
Thinwire Ethernet Common Support Issues	83	(5)
Characteristics of Thickwire Ethernet	88	(1)
Twisted-Pair Cabling	88	(3)
Characteristics of Twisted-Pair Ethernet	91	(4)
Twisted-Pair Ethernet Termination Considerations	95	(2)
Twisted-Pair Ethernet Common Support Issues	97	(6)
Fiber-Optic Media	103	(1)
Characteristics of Fiber-Optic Cable	104	(4)
Fiber-Optic Cable Installation Considerations	108	(1)
Fiber-Optic Cable Termination Considerations	108	(1)
Supporting Physical Layer Devices	109	(1)
Network Interface Cards	109	(4)
NIC Bus Types	109	(1)
NIC Media Types Supported	110	(1)
NIC Features	110	(3)
NIC Configuration and Support Issues	113	(1)
Repeaters	113	(1)
Hubs/Multiport Repeaters	114	(7)
Hubs---Basic Features	114	(4)
Hubs---Advanced Features	118	(3)
Transceivers	121	(2)
Media Converters	123	(1)
Supporting 10-Mbps Ethernet Hubs	124	(6)
The 5-4-3 Rule	124	(6)
Supporting 100BaseT Networks	130	(3)
100BaseTx	130	(1)
100BaseT4	131	(1)
100BaseFX	131	(1)
100 Mbps Ethernet Hub and Segment Length Rules	131	(2)
Chapter Summary	133	(2)
Key Terms	135	(2)
Review Questions	137	(4)
Hands-on Projects	141	(2)
Case Projects	143	(2)
Supporting the Data Link Layer	145	(50)
The Role of the Data Link Layer	146	(1)
Components of the Data Link Layer	147	(1)
Frames	147	(1)
Network Interface Cards	147	(1)
Switches and Bridges	148	(1)
Supporting Ethernet Frames	148	(12)
Physical Addressing	149	(2)
Errors That Occur in Frames	151	(4)
Ethernet Frames That Rob Network Performance	155	(5)
Supporting Network Interface Cards	160	(3)
Match the Network Architecture	161	(1)
NIC Drivers	161	(1)
NIC Modes of Operation	161	(2)
Supporting Ethernet Switches	163	(13)
The Role of Switches	164	(5)
How Switches Do What They Do---Switching Methods	169	(2)
Expanding Your Options with the Spanning-Tree Protocol	171	(2)
The Value of VLANs	173	(3)
Troubleshooting a Switched Ethernet Network	176	(4)
The Learning Curve of a Switch	176	(2)
Network Monitors and Protocol Analyzers in a Switched Environment	178	(2)
Capturing Ethernet Frames	180	(3)
Why Do You Want to Capture Frames?	180	(1)
Anatomy of a Captured Frame	181	(2)
Chapter Summary	183	(1)
Key Terms	184	(2)
Review Questions	186	(2)
Hands-on Projects	188	(3)
Case Projects	191	(4)
Supporting the Network and Transport Layers	195	(54)
The Roles of the Network Layer	196	(2)
Defining Logical Addresses	196	(1)
Path Selection in an Internetwork	197	(1)
Connectionless Delivery of Packets	197	(1)
Roles of the Transport Layer	198	(2)
Segmenting Data	198	(1)
Flow Control with Acknowledgments	198	(1)
Providing a Checksum	198	(1)
Identifying Data	199	(1)
Determining Quality of Service	199	(1)
Components of the Network and Transport Layers	200	(2)
Networking Protocols	201	(1)
Routers Get Your Data Where You Want It to Go	201	(1)
Supporting TCP/IP with the Internet Protocol	202	(25)
IP at the Network Layer	203	(6)
IP Packets	209	(4)
IP Protocols	213	(5)
TCP: The Reliable Transport Protocol	218	(9)
UDP: The Unreliable Transport Protocol	227	(2)
The UDP Datagram	227	(1)
Applications for UDP	228	(1)
Supporting IPX/SPX: The NetWare Protocol	229	(4)
IPX Addressing	229	(1)
IPX Frame Types	230	(1)
The IPX/SPX Transport Layer	231	(2)
NetBEUI: The Windows Protocol	233	(1)
Supporting Routers	233	(5)
IP Router Configuration	234	(1)
Router Troubleshooting	235	(3)
Chapter Summary	238	(1)
Key Terms	239	(1)
Review Questions	240	(2)
Hands-on Projects	242	(5)
Case Projects	247	(2)
Supporting the Upper Layers	249	(50)
Roles of the Upper Layers	250	(1)
Components of the Upper Layers	251	(4)
The Session Layer Components	251	(2)
Presentation Layer Components	253	(1)
Application Layer Components	253	(2)
Supporting the Session Layer	255	(20)
Name Resolution Services	255	(1)
Supporting DNS	255	(12)
Supporting NetWare IPX Session Layer Protocols	267	(3)
Supporting NetBIOS	270	(5)
Supporting the Presentation Layer	275	(1)
Supporting the Application Layer	275	(14)
Application Layer Fast Facts	276	(1)
Supporting FTP	276	(5)
Supporting Telnet	281	(2)
Supporting HTTP	283	(3)
Supporting DHCP	286	(3)
Network Clients and Servers and the Application Layer	289	(1)
Chapter Summary	289	(1)
Key Terms	290	(2)
Review Questions	292	(1)
Hands-on Projects	293	(4)
Case Projects	297	(2)
Supporting Network Operating Systems	299	(46)
User Interaction with a Windows NOS	300	(1)
Peer-to-Peer Networking with Windows Operating Systems	301	(22)
Sharing Resources with Windows Desktop Operating Systems	301	(15)
Sharing Resources with Windows Workstations Operating Systems	316	(4)
When the Computer Goes Down in a Peer-to-Peer Network	320	(1)
Working with DOS and Older Applications	321	(2)
Windows Client/Server Networks	323	(6)
The Domain System and Active Directory	323	(1)
Problems Logging On to a Domain and Working Within a Domain	323	(6)
Locating Windows Resources and Name Resolution	329	(5)
The Windows Browser Service	329	(5)
Using the WINS Service	334	(1)
Networking with Novell NetWare	334	(3)
Microsoft Client for NetWare Networks	335	(1)
Novell Client	335	(2)
Chapter Summary	337	(1)
Key Terms	338	(1)
Review Questions	339	(2)
Hands-on Projects	341	(2)
Case Projects	343	(2)
Network Security	345	(48)
What Is Network Security and What Can It Do for You?	346	(4)
What Is a Security Policy?	346	(1)
The Role of a Security Policy	347	(1)
Elements of a Security Policy	348	(1)
Types of Security Policies	349	(1)
Securing Physical Access to Your Network	350	(3)
Securing Servers	351	(2)
Securing Internetwork Devices	353	(1)
Windows Server Security	353	(9)
User Account and Logon Security	353	(3)
File System Security	356	(1)
Rights	357	(1)
Security Auditing	358	(2)
Securing the Network from Viruses	360	(2)
Maintaining Security with Patches	362	(1)
Novell NetWare Security	362	(6)
NetWare Account and Logon Security	363	(1)
NDS Security	363	(1)
NetWare File System Security	364	(1)
NetWare Console Security	365	(1)
NetWare Security and System Logs	366	(2)
Internetwork Device Security	368	(11)
Securing Hubs and Switches	368	(2)
Securing Routers	370	(6)
Firewalls	376	(3)
Hacker Tools to Stop a Hacker	379	(4)
Discovering Network Resources	380	(1)
Gaining Access to Network Resources	381	(1)
Disabling Network Resources	382	(1)
Chapter Summary	383	(1)
Key Terms	384	(1)
Review Questions	385	(2)
Hands-on Projects	387	(4)
Case Projects	391	(2)
Network Documentation	393	(38)
Network Documentation: What Can It Do for You?	394	(3)
Documentation and Troubleshooting	395	(1)
Staff Burnout	396	(1)
Compliance Issues	396	(1)
Interacting with Technical Support	396	(1)
Documentation and Security	397	(1)
What Should Be Documented?	397	(3)
Description of the Network	398	(1)
The Cable Plant	398	(1)
Equipment Rooms	398	(1)
Internetworking Devices	398	(1)
Servers	399	(1)
Workstations	399	(1)
Moves, Adds, and Changes	400	(1)
Describing Your Network: The Big Picture	400	(7)
Physical Network Diagram	401	(1)
Topologies and Architectures	402	(1)
Protocols and Logical Addressing	402	(1)
Operating Systems in Use	403	(1)
Directory Services	404	(1)
Cabling Standards	404	(1)
Conventions Used in the Network	405	(1)
Equipment and Software Manufacturers	406	(1)
Vendor Contact Information	406	(1)
IT Department Contacts	407	(1)
Documenting the Cable Plant	407	(4)
Description of Cable Types and Terminations	407	(1)
The Cut Sheet	408	(1)
Labeling Cable Runs	409	(1)
Labeling Patch Panels and Jacks	409	(1)
Cable Test Results	410	(1)
Known Problems or Concerns with the Cable Plant	410	(1)
Documenting Equipment Rooms	411	(3)
Description of Cable Runs and Areas Served	411	(1)
Location and Description of Devices in Each Room	411	(1)
Power Considerations in Equipment Rooms	412	(1)
Diagrams of Racks and Installed Equipment	412	(1)
Known Problems or Concerns with Equipment Rooms	413	(1)
Documenting Internetworking Devices	414	(1)
Documenting Servers	415	(6)
Server Description	416	(1)
Server Hardware Configuration and Operating System	416	(1)
Available Services	417	(1)
Resource Configuration and Limitations	417	(1)
Administrative Contacts	418	(1)
Server Documentation Tools	418	(2)
Documenting Workstations	420	(1)
Documenting MAC and IP Addresses	421	(1)
Documenting Moves, Adds, and Changes	422	(1)
Documenting Procedures	422	(1)
Logging of Moves, Adds, and Changes	422	(1)
Chapter Summary	423	(1)
Key Terms	424	(1)
Review Questions	424	(2)
Hands-on Projects	426	(3)
Case Projects	429	(2)
Tools for Network Troubleshooting and Support	431	(34)
Tools for Testing and Troubleshooting Your Network	432	(15)
Testing Cable	432	(3)
Cable Testers	435	(2)
Protocol Analyzers	437	(7)
Basic Connectivity Tools	444	(3)
Monitoring Your Network	447	(5)
Creating a Baseline	447	(3)
Analyze the Baseline	450	(2)
Tools for Monitoring Your Network	452	(6)
Software Network Monitors	452	(4)
Hardware Network Monitors	456	(1)
Remote Monitoring	456	(1)
How Do I Know Which Products to Use?	457	(1)
Chapter Summary	458	(1)
Key Terms	458	(1)
Review Questions	459	(2)
Hands-on Projects	461	(3)
Case Projects	464	(1)
Glossary	465	(10)
Index	475