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The Process of Troubleshooting Network Problems
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To most users, the term connectivity problems describes a wide range of problems, including a failed network connection, an application that cannot connect because of firewall filtering, and serious performance problems . Therefore, the first step in troubleshooting connectivity problems is to identify the scope of the connectivity problem . To identify the source of a connectivity problem, follow these steps and answer the questions until you are directed to a different section:
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Open the Network And Sharing Center by clicking the network icon in the system tray and then clicking Open Network And Sharing Center . At the bottom of the page, click Troubleshoot Problems and follow the prompts that appear . If Windows Network Diagnostics does not identify or resolve the problem, please choose to send the information to Microsoft to help improve Windows Network Diagnostics . Then, continue following these steps . Are you attempting to connect to a wireless network, but your connection attempt is rejected If so, see the section titled How to Troubleshoot Wireless Networks later in this chapter . Are you attempting to connect to a remote network using a VPN connection, but your connection attempt is rejected If so, see 27, Connecting Remote Users and Networks .
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CHapTER 31 Troubleshooting Network Issues
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Can you occasionally access the network resource, but it is unreliable or slow If so, see the section titled How to Troubleshoot Performance Problems and Intermittent Connectivity Issues later in this chapter . Can you access other network resources using different applications, such as e-mail or different Web sites If not, you have a network connectivity problem or a name resolution problem . If you can contact servers using the IP address instead of the host name, see the section titled How to Troubleshoot Name Resolution Problems later in this chapter . If servers are not accessible when you specify an IP address or if you do not know an IP address, see the next section, How to Troubleshoot Network Connectivity Problems . Are you trying to join a domain or log on to your computer using a domain account but are receiving an error message that the domain controller is unavailable If so, see the section titled How to Troubleshoot Joining or Logging on to a Domain later in this chapter . Open a command prompt and run the command Nslookup servername. If Nslookup does not display an answer similar to the following, you have a name resolution problem . See the section titled How to Troubleshoot Name Resolution Problems later in this chapter for information on solving these problems .
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C:\>nslookup contoso.com Non-authoritative answer: Name: contoso.com 10.46.232.182, 10.46.130.117 Addresses:
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Are you trying to connect to a shared folder If so, see the section titled How to Troubleshoot File and Printer Sharing later in this chapter . If other network applications work and name resolution succeeds, you might have a firewall problem . See the section titled How to Troubleshoot Application Connectivity Problems later in this chapter .
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How to Troubleshoot Network Connectivity problems
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If you have a network connectivity problem, you will be unable to reach any network resource that can normally be accessed using the failed network . For example, if your Internet connection has failed, you will be unable to access Internet resources, but you might still be able to access resources on your LAN . If your LAN fails, however, nothing will be accessible . Most network connectivity problems result from one of the following issues:
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Failed network adapter Failed network hardware Failed network connection Faulty network cables
The Process of Troubleshooting Network Problems
CHapTER 31
Misconfigured network hardware Misconfigured network adapter
Often, people jump to the conclusion that the network has failed when only a
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single network resource has failed. For example, a failed DNS server will stop your computer from resolving host names, which would prevent the computer from finding resources on the network by name. Similarly, if the only network resource a user accesses is her e-mail server and that server has failed, the failure might appear to that user to be a total loss of connectivity. To avoid spending time troubleshooting the wrong problem, the processes in this chapter always start by isolating the cause of the problem.
After you isolate the failed feature, you can work to resolve that specific problem or you can escalate the problem to the correct support team . For example, if you determine that the network adapter has failed, you will need to contact the hardware manufacturer for a replacement part . If you determine that the Internet connection has failed, you will need to contact your ISP . To isolate the cause of a network connectivity problem, follow these steps:
Open the Network And Sharing Center by clicking the network icon in the system tray and then clicking Open Network And Sharing Center . At the bottom of the page, click Troubleshoot Problems and follow the prompts that appear . If Windows Network Diagnostics does not identify or resolve the problem, continue following these steps . Open a command prompt on the computer experiencing the problems . Run the command ipconfig /all. Examine the output as follows:
If no network adapters are listed, the computer either lacks a network adapter or (more likely) it does not have a valid driver installed . Refer to 30, Troubleshooting Hardware, Driver, and Disk Issues, for more information . If all network adapters show a Media State of Media Disconnected, the computer is not physically connected to a network . If you are using a wireless network, see the section titled How to Troubleshoot Wireless Networks later in this chapter . If you are using a wired network, disconnect and reconnect both ends of the network cable . If the problem continues, replace the network cable . Attempt to connect a different computer to the same network cable; if the new computer can connect successfully, the original computer has a failed network adapter . If neither computer can connect successfully, the problem is with the network wiring, the network switch, or the network hub . Replace the network hardware as necessary . If the network adapter has an IPv4 address in the range of 169 .254 .0 .1 through 169 .254 .255 .254, the computer has an APIPA address . This indicates that the computer is configured to use a DHCP server, but no DHCP server is available . With administrative credentials, run the following commands at a command prompt .
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