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LSP Information: How to Report a Networking Issue
When a connection is down, everyone’s goal is to get it back working as
soon as possible. LSPs can help save valuable time by performing a few simple
troubleshooting steps and by collecting complete information about the scope
of the problem prior to calling the Provider Desk.
First, figure out whether the problem is confined to one computer or if many
computers are affected. If the outage is wide-spread, that eliminates a dead
port or loose cable as a possible cause.
Next determine the exact nature of the problem. Is the connection completely
severed or is the problem general slowness? Try connecting to different hosts
both on and off campus to see if there is a difference in performance. For example,
can the user connect to a LAN server? Are Internet 2 sites available? Run ping,
pingpath, or traceroute to gather more details (see blue box below). Document
all specific information regarding sites and behaviors.
If the connection is not working at all, try the following:
- Reboot the computer
- Check for “bad” or loosely connected cables
- Check the network configurations
- Test the port by plugging in a laptop or a hub
If the computer is still not connecting, LSPs should gather the following information
and report the networking problem to the Provider Desk by calling 573-4017:
- Building name/room number of port location
- Onsite contact (name and phone)
- When the room/port will be accessible
- Wall plate ID and whether it is 10Base2, 10BaseT or 100BaseT
- IP address and whether it is DCHP or static
- Description of the problem (outage, slowness, number of ports affected, etc.)
- Timeframe of the problem
- Troubleshooting steps already taken (ping, trace route, laptop test, etc.)
Given these specific details, Networking will be better able to track down
and solve the problem.
Finally, to check on a problem’s status, LSPs should call the Provider
Desk 573-4017. ProDesk staff will check the status using the PennTIPs
Service or by contacting Networking directly if necessary.
| ping! ping! ping!
Three tools that LSPs can use to help diagnose
connectivity problems are “ping,” “traceroute,” and
“pathping.”
Ping is used to send packets to a specific IP address
or host name. If the host is active, packets will be returned.
Traceroute offers more detail. It lists the path
that packets take router by router and the speed at which they travel.
Traceroute shows exactly where the network slowness or outage is occurring.
Pathping is available on Windows 2000 and XP. It
is very similar to traceroute, but also displays packet loss statistics.
Reporting this information to ProDesk can help
Networking Operations solve your problem as quickly as possible.
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try it!
You don’t need to wait for a problem, to check
this out. All can be run on Windows machines by accessing the command
prompt (select Run within the Start Menu and then type “cmd”)
and typing “ping,” “tracert,” or “pathping”
and the IP address or hostname which you are trying to contact.
For example:
C:\>ping 165.123.78.211
C:\>tracert www.upenn.edu
C:\>pathping 165.123.78.1
Mac OS X is similar. Launch the Terminal application
and type either “ping” or “traceroute” along with
the IP address or hostname. On versions other than Mac OS X, use the utility
“WhatRoute.” This is found in the Apple Extras folder or can
be downloaded for free online at http://homepages.ihug.co.nz/~bryanc/.
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As printed in the Spring 2002 issue of The Provider.
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