Hardware and Network Servicing

Level-III
Based on Nov, 2023, Curriculum Version - II

Module Title: Identifying and Resolve Network Problems

Module code: EIS HNS3 M05 1123
Nominal duration: 30Hour

Prepared by: Ministry of Labour and Skill

November 2023
Addis Ababa, Ethiopia

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 Module covers the units:
 Implement regular network monitoring
 Troubleshoot network problems
 Carry out maintenance support on identified problem

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 Unit One: Implementing Network Monitoring
1.1. Setting up log to monitor network activity

 Network monitoring refers to the practice of overseeing the operation of a computer

network using specialized management software tools.
 Network monitoring systems are used to ensure availability and overall performance of
computers (hosts) and network services.
 A network monitoring system is capable of detecting and reporting failures of devices or
connections. It normally measures the processor (CPU) utilization of hosts, the network
bandwidth utilization of links, and other aspects of operation.
1.1.1. Monitoring network activities
 Monitoring network activity is a vital task for any IT professional who wants to
ensure the performance, security, and reliability of their network.
 Network activity refers to the traffic, events, and status of the devices and
connections that make up a network.
 By monitoring network activity, you can identify and troubleshoot issues, optimize
resources, detect anomalies, and prevent threats.

1.1.2. Producing a management information base (MIB)

 A Management Information Base (MIB) is a collection of manageable

network objects.
 These objects are a logical representation of physical networking components
that are SNMP-enabled (such as computers, hubs, routers, switches, and networking
software).
 MIBs contain information about the configuration of these networking
components, such as the version of the software running on the component, the IP
address or port number, and the amount of available disk space for storage.
 MIBs function as a kind of directory containing the logical names of the
network resources and their configuration parameters that are managed by SNMP.

1.2. Using network tools

1.2.1. Network Monitoring Tools

 The first step to monitor network activity is to select the right tools for your needs and
goals.
 There are various types of network monitoring tools available, each with distinct features
and functions. Some network monitors tools are including:
 Network analyzers or sniffers, for example, allow you to capture and decode
packets that travel across the network. This enables you to inspect data and protocols
in detail, diagnose problems, analyze performance, and audit security.

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  Network mappers or scanners can be used to create a visual representation of your
network topology, inventory your assets, and detect unauthorized or vulnerable
devices.
 Network performance monitors or testers measure and report speed, latency,
bandwidth, and availability of the network and its components.

Finally, network security monitors or detectors monitor and alert of any suspicious
or malicious activity on the network, such as intrusions, attacks, or breaches. This
helps protect your network from threats, enforce policies, and comply with
regulations.
1.2.2. Benchmarking and Establishing reference point for network performance
 As organizations come to rely more on network performance for daily business
functions, it’s essential to know how well your network is performing.
 A simple network test or ping test can tell you what your upload and download
speed is at a given moment. However, without a baseline or benchmark to
compare it to, you won’t know whether it’s faster or slower than usual.
 Your network benchmark is the standard against which other network speed tests
can be measured.
 Benchmarking is a crucial part of network performance testing because it tells you
what “normal” is or should be. For example, a network benchmark gives you a
point of comparison to the test results you get as you’re troubleshooting a network
issue.

how do you find your benchmark?

 A benchmark should indicate the norm, so benchmark testing should be done under
normal conditions.
 This is most likely when employees are working and using the network as part of
their day-to-day activities.
 You may also want to consider running benchmark testing during peak hours and
during off-peak hours to see the impact of high usage on the network. or, do the
testing at the same time throughout the week to get a true average.
There are several ways to measure network performance; they include:

 Network Availability Testing

 Network Speed Testing
 Bandwidth Usage Testing

By performing the following kinds of network performance testing, you can find your network
performance benchmark.
 Network Availability Testing
Network availability testing may be as simple as running a ping test that requests responses from
your network devices to ensure that everything is connected and operational.

Availability testing should be part of your network monitoring tools, or if you’re looking for a
free option, WireShark and NTOP offer free downloads.
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  Network Speed Testing
A network speed test will check the network upload and download speeds. This is done by
sending and receiving data and measuring the rate of transmission. A speed test may also look
for throughput and packet loss.
There are several free network speed tests available online. If you want a tool that looks for
packet loss, Paessler offers a free download of their packet loss tool.
Unit Two: Troubleshooting Network Problems

 Network & Shared Device Problems

IT help desk often requests to fix the Wi-Fi, printers, and other shared or common devices in the
office. A down network or printer could bottleneck your operations, so solving them is usually
an urgent issue for IT help desks.
 Application Issues
Applications such as MS Excel, or web-based software as a service (SaaS) platform, like JIRA;
users will forward error messages, login problems, and other issues to tech support as well.

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  Virus Remediation
Generally, a result of downloading malware through unapproved web browsing or from phishing
emails, virus remediation is also a major task for IT help desks. In some cases, the IT team will
only discover the virus after basic troubleshooting, i.e., the employee who brought the device in
(complaining about computer problems) didn’t know about the virus.
 Missing Files
It may a result of a cyber breach or an employee error (or both), IT help desks will also receive
complaints about missing files.
 Disaster Recovery
Finally, a critical error or cyber breach could completely compromise your IT system and drive
your business operations to a halt. In such situations, you’ll likely call on your IT help desk for
support in restoring the system, including your applications and data.

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 2.1. Using network tool, network topology and protocols

2.1.1. Network Troubleshooting Tools

In addition to user reports and firsthand experience on the network, there are a number of tools
available for you to use when it comes to diagnosing and treating network issues. These tools
may exist in the computer’s operating system itself, as standalone software applications or as
hardware tools that you can use to troubleshoot a network.
 Command-Line Tools
On Windows PCs, the command prompt can be accessed by searching for it in the start menu or
by typing “cmd” into the Run window. On a Linux system, you can press Ctrl + Alt + T to open
the command line.
The following commands can be entered into the command prompt one at a time to reveal
specific information about the network status:
 ping — A TCP/IP utility that transmits a datagram to another host, specified in the
command. If the network is functioning properly, the receiving host returns the
datagram.
 tracert/traceroute —A TCP/IP utility that determines the route data takes to get to a
particular destination. This tool can help you to determine where you are losing
packets in the network, helping to identify problems.
 nslookup — A DNS utility that displays the IP address of a hostname or vice versa.
This tool is useful for identifying problems involving DNS name resolution.
 ipconfig — A Windows TCP/IP utility that verifies network settings and connections.
It can tell you a host’s IP address, subnet mask and default gateway, alongside other
important network information.
 ifconfig — A Linux or UNIX TCP/IP utility that displays the current network
interface configuration and enables you to assign an IP address to a network interface.
Like ipconfig on Windows, this command will tell you vital information about the
network and its status.
 iptables — A Linux firewall program that protects a network. You can use this tool if
you suspect that your firewall may be too restrictive or too lenient.
 netstat — A utility that shows the status of each active network connection. This tool
is useful for finding out what services are running on a particular system.
 tcpdump — A utility that is used to obtain packet information from a query string
sent to the network interface. It’s available for free on Linux but can be downloaded
as a command for Windows.
 pathping — A TCP/IP command that provides information about latency and packet
loss on a network. It can help you troubleshoot issues related to network packet loss.
 nmap — A utility that can scan the entire network for various ports and the services
that are running on them. You can use it to monitor remote network connections and
get specific information about the network.
 route — A command that enables manual updating of the routing table. It can be used
to troubleshoot static routing problems in a network.

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  arp — A utility that supports the Address Resolution Protocol (ARP) service of the
TCP/IP protocol suite. It lets the network admin view the ARP cache and add or delete
cache entries. It can be used to address problems having to do with specific
connections between a workstation and a host.
 dig — A Linux or UNIX command-line tool that will display name server
information. It can be used to troubleshoot problems in DNS name resolution.

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  Network Troubleshooting Applications
In addition to command-line tools, there are also a number of standalone applications that can be
used to determine the status of a network and to troubleshoot issues. Some of these applications
may be included in the system that you are working with, while others may need to be installed
separately.

 Packet Sniffer — Provides a comprehensive view of a given network. You can use
this application to analyse traffic on the network, figure out which ports are open and
identify network vulnerabilities.
 Port Scanner — Looks for open ports on the target device and gathers information,
including whether the port is open or closed, what services are running on a given port
and information about the operating system on that machine. This application can be
used to figure out which ports are in use and identify points in a network that could be
vulnerable to outside attacks.
 Protocol Analyzer — Integrates diagnostic and reporting capabilities to provide a
comprehensive view of an organization's network. You can use analyzers to
troubleshoot network problems and detect intrusions into your network.
 Wi-Fi Analyzer — Detects devices and points of interference in a Wi-Fi signal. This
tool can help you to troubleshoot issues in network connectivity over a wireless
network.
 Bandwidth Speed Tester — Tests the bandwidth and latency of a user’s internet
connection. This application is typically accessed through a third-party website and
can be used to confirm user reports about slow connections or download speeds.

2.2. Identifying and solve network problems

There are many problems that can affect network performance, and some of them are very
complex to identify and understand.

Intermittent network issues frustrate users, affect business productivity, and are a nightmare for
all IT administrators because they are the most difficult to solve.

Diagnosing the Most Common Network Issues

Navigating the intricate realm of networking involves mastering the art of diagnosing and
resolving a variety of challenges that can disrupt the seamless flow of data and communication.

Network performance issues related to resource issues can mean different things, from
equipment problems to high CPU usage. Let’s break down some of the most common resource
issues:

 Network Equipment & Devices: Sometimes, network issues occur within network
equipment or devices like Firewalls, Routers, Switches, Wi-Fi APs. Problems can be due

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 to bad configurations, faulty connections, and even packet loss. Obkio’s network device
monitoring solution easily monitors any SNMP-enabled network devices to ensure
performance and diagnose network issues affecting network devices.
 High CPU Usage: The most common cause of high CPU usage is when your network
becomes bogged down by enormous amounts of traffic. CPU usage can increase
drastically when processes require more time to execute or when a larger number of
network packets are sent and received throughout your network. High CPU usage can
bog down your network, or leave not enough CPU for other processes.

 High Bandwidth Usage: When someone or something on your network begins

monopolizing bandwidth by downloading gigabytes worth of data, possibly by video, it
creates a congestion in your network. Network congestion due to high bandwidth usage
leaves not enough bandwidth for other parts of your network — which is when you can
start experiencing problems like slow download speed over the internet.

2.3. Providing timely advice for users and clients

Providing accurate and timely information to customers is a key skill for any support
role. It can help you build trust, loyalty, and satisfaction among your clients, as well as
improve your own efficiency and productivity. To do this;
 Use the right tools and resources

One of the first steps to provide accurate and timely information to customers is to use
the right tools and resources for your support role. This can include software platforms,
knowledge bases, FAQs, manuals, guides, and other sources of information that can help
you find the answers to customer queries quickly and reliably.

 Communicate clearly and empathetically

Another important aspect of providing accurate and timely information to customers is

to communicate clearly and empathetically. This means using simple and concise
language, avoiding jargon and technical terms, and confirming that the customer
understands your message.

 Follow up and ask for feedback

A final way to provide accurate and timely information to customers is to follow up and
ask for feedback. This means checking in with the customer after you have provided
them with the information they requested, to see if they have any questions, concerns, or
issues.

2.4. Completing support documentation

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 The importance of support documentation becomes very clear when you have to sit down
and troubleshoot a network from top to bottom. Or when there’s a changing of the guard at
your company. New management wants to see what you’re doing with your network. Or
new IT staff need to be brought up to speed quickly.

The potential source of a network problem can be classified into one of three main categories:
 Hardware failure
 Configuration error
 Traffic overload
A general diagnostic method can be used to determine the potential source of a network
problem:

 Check for connectivity between all IP addresses in the network using the ping command.
 If there are IP addresses that fail the connectivity test it might be a hardware failure or
configuration error that is causing the network problem.

 Check for hardware errors on the devices assigned to those IP addresses. You can use
the errpt -a command on each node suspected of network issues to view the system error
log.

 Correct the errors and perform the connectivity test again.

 If the test fails after correcting hardware errors, it might be a configuration error causing
the network problem.

 Check all of the configuration settings on the failed devices and verify that they have
been set correctly.

 If the connectivity test is successful, the network problem might be caused by traffic
overload. To diagnose this problem, you need to perform a network performance test.

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 Figure 3.1. image that shows during Network Diagnosis

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 3.2. Completing maintenance
Because it’s so critical to supporting network performance, you should integrate maintenance
into your services instead of offering it as an add-on.

Offering network maintenance services not only ensures that systems, equipment, and
applications always run at peak efficiency and security, but it also can save clients time and
money by:
 Supporting continuous operations and productivity
 Preventing unexpected and expensive repairs or downtime
 Ensuring cybersecurity measures are working as intended to stop and mitigate breaches
and leaks
Complete coverage of all network support and maintenance tasks requires a range of expertise
and skills. While there may be some overlap in responsibilities, typical key IT roles that handle
maintenance include:
 Network technician. These professionals are typically responsible for installing,
configuring, and troubleshooting network devices and hardware, as well as for checking
physical connections and cables.
 Network engineer. Engineers tend to focus on maintaining network architecture as a
whole, addressing specific aspects or devices as needed to ensure smooth operations.
 Network administrator. People in this role manage the complete infrastructure of a
network, including maintenance. They may create or oversee maintenance checklists and
schedules.

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 3.3. Storing or disposing components

Whether you are upgrading your network, replacing faulty devices, or consolidating your
infrastructure, you need to dispose of the obsolete equipment in a safe and responsible way.
some of the best practices for disposing of old network hardware, including data security,
environmental impact, and legal compliance.
 Data security
One of the most important aspects of disposing of old network hardware is ensuring that the data
stored on it is erased or destroyed. Network devices such as routers, switches, firewalls, and
servers may contain sensitive information such as passwords, configurations, logs, and user data.
If this data falls into the wrong hands, it could compromise your network security and expose
you to legal risks.

 Environmental impact
Another aspect of disposing of old network hardware is minimizing the environmental impact.
Network devices contain various materials and components that can be harmful to the
environment and human health if they are not disposed of properly.
 Legal compliance
A third aspect of disposing of old network hardware is complying with the legal requirements
and standards for data protection and waste management. Depending on your industry, location,
and type of data, you may have to follow certain laws and regulations that govern how you
handle and dispose of old network hardware.
 Inventory management
A fourth aspect of disposing of old network hardware is managing your inventory and assets.
Disposing of old network hardware means that you have to update your records and
documentation to reflect the changes in your network infrastructure.
 Cost optimization
A fifth aspect of disposing of old network hardware is optimizing your costs and budget.
Disposing of old network hardware can have both positive and negative impacts on your network
expenses.

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  Security testing
A final aspect of disposing of old network hardware is testing your network security and
performance after the disposal. Disposing of old network hardware can affect your network
functionality and reliability in various ways. It can improve your network speed, efficiency, and
stability by removing outdated or faulty devices.

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