The tracert utility provides connectivity information about the path a packet takes to reach the destination and about every router (hop) along the way. It also indicates how long a packet takes to get from the source to each hop and back (round-trip time). Tracert can help identify where a packet may have been lost or delayed due to bottlenecks or slowdowns in the network.
Sometimes it is necessary to know which active TCP connections are open and running on a networked host. Netstat is an important network utility that can be used to verify those connections. Netstat lists the protocol in use, the local address and port number, the foreign address and port number, and the state of the connection.
The nslookup utility allows an end user to look up information about a particular DNS name in the DNS server. When the nslookup command is issued, the information returned includes the IP address of the DNS server being used as well as the IP address associated with the specified DNS name. Nslookup is often used as a troubleshooting tool for determining if the DNS server is performing name resolution as expected.
If the physical connection to the wired or wireless host appears to be connecting as expected, then check the IP configuration of the client. In most cases, the wireless router receives its own IP address through DHCP from the ISP. Check to make sure that the router has an IP address, and attempt to release and renew the address using the GUI utility.
If hosts on the wired and wireless local network can connect to the wireless router and with other hosts on the local network, but not to the Internet, the problem may be in the connection between the router and the ISP. Using the GUI, one way to check connectivity is to examine the router Status page. It should show the IP address assigned by the ISP and should indicate if the connection is established. If this page shows no connection, the wireless router may not be connected. If the wireless router will still not connect, contact the ISP to see if the issue is occurring from their end.
If a network firewall is used along the path, it is important to check that the application TCP or UDP port is open and no filter lists are blocking traffic to that port. If all clients are obtaining the correct IP configuration and can connect to the wireless router but are unable to ping each other, or cannot access a remote server or application, the problem may be with rules on the router. Check all settings on the router to ensure no security restrictions could be causing the issue. Verify that the local firewalls on the client devices are not preventing network functionality.
• Customer Support—Some of the most common sources for help include previously kept documentation, online FAQs, colleagues and other network professionals, and Internet sources including forums, articles, and blogs. The support desk is a group of individuals with the knowledge and tools required to help diagnose and correct common problems. If necessary, the support desk can take control of a local host through remote-access software. The support desk will require information specific to the problem, including symptoms encountered, who encountered the problem, when the problem manifests, steps taken to identify the problem, and results of steps taken.
If the first-level support desk staff is unable to solve the problem, they may escalate the problem to a higher level. Higher-level staff are generally more knowledgeable and have access to resources and tools that the first-level support desk does not. Record all information regarding the interaction with the support desk, such as time/date of call, name/ID of technician, problem reported, course of action taken, resolution/escalation, and next steps.
When a Level 1 support desk technician receives a call, there is a process followed to gather information. There are also specific systems for storing and retrieving relevant information. It is extremely important to gather the information correctly in the event that a call has to be escalated to Level 2 or require an onsite visit. The information is transferred to a trouble ticket, or incident report. When a problem is resolved, the solution is documented in the customer work order or trouble ticket, and in a knowledge base document for future reference.