If contacting the network team, please include the results of each specific step listed below (include screenshots as requested) from each step performed.


1.Verify the problem

If the colleagues’ description includes some version of the following…

  • PC is running slow
  • A given file (hosted on a network drive) is slow to access
  • Can’t Access Network Drives (on-network in the office)
  • Can’t connect to anything

STOP: You are dealing with a PC specific or server specific problem (usually NOT a network problem). Troubleshoot the issue on the PC (check resource utilization) or contact the subject matter expert for troubleshooting steps.


If they can’t access a specific website or a page fails to load (but can access other items), skip to step 7)


After ruling out PC CPU/memory/hard disk issues, PC Specific network problems to check first

ois the machine connected to the network? Check for link light on NIC, or check network settings.

oIf the NIC is up, but the PC has 169.127.*, launch command prompt on the problem PC and issue “ipconfig /release ; ipconfig/renew”



…



If the problem PC now has a valid IP, but still experience the problem, proceed to 2)


2.Confirm the IP, subnet mask, & gateway of host:

Select the Start button and type: "cmd /k ipconfig /all | more" (without the quotes in all examples). Take note of DHCP Servers.



3.Try to ping the gateway listed:

In cmd window, enter "ping 10.x.x.1" (using example above, “ping 10.1.78.1”) If you get a reply you know the network card and cable are operable. In other words OSI layer 1 and 2 are good to go.


4.Try to ping hosts inside our network:

Ping both IPs listed under the DNS servers. For example

  • ping 10.1.10.100 will confirm you can reach the local DNS server (10.x.10.y where the first half of the IP matches the PC’s IP).
  • ping 10.6.10.2 will confirm you have WAN access.
  • Successful response to both confirm that DNS servers are reachable, but not necessarily functional (checked in 5)
  • If no DNS servers, perform a DHCP release/renew (see step 1).


5.Try to ping a host outside the organization

In cmd window type (for example) "ping 8.8.8.8" --- If you receive a response then OSI layer 3 (Routing) is functional.


6.Try to ping a host by name

In cmd window type the following:

"ping mdcnasuni"

"ping www.google.com"


Successful output should show the following:



7.If all the steps passed, time to check the specific server.

Ping the hostname and/or IP of the server


8.Check if the website is down: Enter the domain name for the set for which you are having issues into the following sites:

http://www.isitdownrightnow.com/

https://downdetector.com/




9.For the server/website, obtain a traceroute from the problem PC by issuing “tracert <hostname-or-IP-address>”. Capture the trace route and include it any part of the escalation.



If every one of the above ping attempts passes but something isn't working you are likely dealing with an application issue if hosted internally. However, if on VPN or connecting to anything outside the organization,


If steps 1)through 3) fail, check the network cable for a link light and re-seat or replace the cable. Beyond that reach out to the network team.


If steps 4) through 6) fail, queue the ticket to the network team. Include results from step 9) when performing a traceroute from your desk to affected PC.


If step 7) fails, contact appropriate server admin

If step 8) shows that the website is down, the issue is with the website operator.

If step 8) shows that the website is up, but we still can’t access; please start a change request and assign to the network team. Do make sure to include the URL, step 9), and screenshots of all errors.