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Network Maintenance and Troubleshooting GuideField-Tested Solutions for Everyday Problems, Second EditionNeal Allen The 100% practical, real-world guide to anticipating, finding, and solving network problems-fast! Real-life networks don't always behave "by the book." Troubleshooting them requires practical intuition that normally comes only with experience. In this book, Fluke Networks' Neal Allen brings together all that hard-won, hands-on insight: everything you need to discover what's really happening in your network, so you can anticipate and fix problems before users even notice them. Writing for network technicians and administrators at all levels, Allen presents an approach to troubleshooting that has been proven in networks of all kinds, no matter how complex. He introduces indispensable triage and troubleshooting techniques for everything from copper and fiber cabling to IPv6, and presents unparalleled guidance on identifying and resolving problems at the MAC Layer. He illustrates his advice with diagrams, tables, and screen captures from Fluke Networks' market-leading instruments. Throughout this book, Allen also offers practical summaries of each of today's core networking technologies, making it an ideal complement to any network certification study guide. Coverage includesUsing the OSI model to more efficiently troubleshoot networks layer by layer Copper and fiber-optic cabling: theory, operation, and troubleshooting Media Access Control (MAC) Layer: Ethernet theory and operation Identifying and resolving problems related to IPv4 and IPv6 protocols Preventing problems before they occur Discovering device behavior Troubleshooting switches Using a protocol analyzer more successfully Creating network documentation that helps you more efficiently prevent and resolve problems Road tested by thousands of Fluke Networks customers, this book's first edition became the best-kept secret resource for sysadmins, netadmins, and support technicians fortunate enough to discover it. Now, Allen has thoroughly updated his classic for today's networks. If you're responsible for maintaining one of those networks, you'll find this new Second Edition even more indispensable. Neal Allen is a senior staff engineer in the Fluke Networks' Technical Assistance Center (TAC) focusing on escalated problems. He has been involved in designing, installing, and troubleshooting networks for nearly 20 years. Allen has served on Interop's trade show Network Operations Center (NOC) team since 1993, troubleshooting show-floor problems at the Las Vegas and Atlanta Interop trade shows, and helped support and troubleshoot the network for the 1996 Atlanta Olympic Games. His responsibilities currently include product feature specification and beta testing, remote and onsite problem solving, and providing training and sales support worldwide. informit.com/aw Cover design by Louisa AdairCover photography from Image Source / Getty Images
Contents
IntroductionChapter 1ModelSeven Layers of the OSI Model Layer 7: Application Layer Layer 6: Presentation Layer Layer 5: Session Layer Layer 4: Transport Layer Layer 3: Network Layer Layer 2: Data Link Layer Layer 1: Physical LayerNetworking Devices and the OSI Model Repeaters Bridges Routers Switches Switch Forwarding TechniquesCommon Networking Tools Network Management Tools Protocol Analyzers Handheld Network Analyzers Cable Testers Flow ProtocolsSummaryChapter Review QuestionsChapter 2: Copper MediaStandardsBasic Cable UsesTest Parameters Basic Tests and Parameters Required for In-Channel Testing Basic Frequency-Based Test Parameters Related to In-Channel Testing Advanced Frequency-Based Test Parameters Related to In-Channel and External Testing Other Commonly Referenced Test Parameters Test ConfigurationsWhat Should Be Tested?Grounding and Shielding CableSummaryChapter Review QuestionsChapter 3: Fiber Optic MediaSafety Light GlassStandardsFiber Optic Cable Design Fiber Cable Construction Cable Construction Connector TypesTest Parameters Field Testing ParametersLight Behavior Dispersion Modal Bandwidth Critical Angle Bending Fiber Graded Index Light Sources Launch Conditions Mandrels Mode Conditioning Absorption Fresnel Reflections Fiber Termination Polish Fiber Alignment Errors and Manufacturing FlawsTesting Practices and Tools Test Methods ToolsLevels of Testing Tier 1 Tier 2 Precautions for Measurement and TestingSummaryChapter Review QuestionsChapter 4: Media Access Control LayerEthernet and the OSI ModelFrame Structure Bits to Bytes Bytes to Field Groupings Basic Ethernet Frame FieldsTheory of Operation Interpacket Spacing Retransmission Error Handling Duplex Frame Bursting Auto-Negotiation Power over Ethernet (PoE) Ethernet Implementation Details 10 Mbps Versions of Ethernet 100Mbps Versions of Ethernet 1000Mbps Versions of Ethernet 10Gbps Versions of Ethernet 10GBASE-T Receive Process Ethernet for Subscriber Access NetworksSummaryChapter Review QuestionsChapter 5: Data Link LayerBridges Bridge Forwarding Table Effect of Forwarding Priority Spanning Tree Protocol VLANsMAC Control Sublayer Frame Structure Slow Protocols Link Aggregation Sublayer Operations, Administration, and Maintenance (OAM) SublayerLogical Link Control Sublayer 802.2 LLC 802.2 LLC Field Definitions 802 SNAP 802 SNAP Field DefinitionsNovell RawSummaryChapter Review QuestionsChapter 6: Network LayerRouters OSI Model Implications: Effect of ForwardingInternet Protocol (IP) IPv4 Addressing Internet Control Message Protocol (ICMP) IPv6 Addressing ICMPv6SummaryChapter Review QuestionsChapter 7: Transport LayerTCP and UDP PortsTransmission Control Protocol (TCP) TCP Segments and Maximum Segment Size (MSS) TCP Sockets and Connections Opening and Closing Connections Sequence and Acknowledgment Numbers Retransmission Selective Acknowledgment (SACK) Window Size, Window Scaling, and Sliding Window Congestion Control TCP Segment StructureUser Datagram Protocol (UDP) User Datagram Protocol (UDP) Datagram StructureSummaryChapter Review QuestionsChapter 8: Preventing ProblemsStrategy for Network Maintenance 1. Management Involvement in Network Decision Making 2. Preparation and Planning 3. Problem Prevention 4. Early Problem Detection 5. Quick Problem Isolation and Resolution 6. Investing More in Tools and Training Rather Than Additional Staff to Accommodate Network Growth 7. Quality Improvement Approach to Network Management and MaintenanceDocumentation Methodology Discovery and Baselining Design Assistance Validation Create a Server Log and Software Library Create a Network Diagram Cable Plant DocumentationDevelop a Baseline Traffic MonitoringProactive Activity and Preparedness Monitoring the Physical and MAC Layers Monitoring the Network Layer Monitoring the Transport Layer Application MonitoringSummaryChapter Review QuestionsChapter 9: TroubleshootingBest MethodProcessEight Key Steps to Successful Troubleshooting Step 1. Identify the Exact Issue Step 3. Localize and Isolate the Cause Step 4. Formulate a Plan for Solving the Problem Step 5. Implement the Plan Step 6. Test to Verify That the Problem Has Been Resolved Step 7. Document the Problem and Solution Step 8. Provide Feedback to the UserA Place to StartSummaryChapter Review QuestionsChapter 10: Troubleshooting MediaTroubleshooting Copper Media Tools General Testing and Installation IssuesTroubleshooting Fiber Optic Media Tools General Testing and Installation IssuesSummaryChapter Review QuestionsChapter 11: Network TroubleshootingTools Cable Testers Protocol Analysis Network Management Flow Protocols Handheld Network Analyzers Advanced Analysis ProductsTroubleshooting Generalized User Complaints Problem: Can't Connect Problem: Connections That Drop Problem: Slow or Poor PerformanceGeneral Troubleshooting Advice Specific Error Types Some Simple Guidelines Specific Test SuggestionsSummaryChapter Review QuestionsAppendix A: Copper Test Failure Cause TablesWiremapLengthPropagation Delay or Delay SkewInsertion Loss (Attenuation)NEXT and PSNEXTReturn LossACRF and PSACRF (ELFEXT and PSELFEXT)ResistanceCharacteristic ImpedanceImpulse NoiseAlien Crosstalk MitigationAppendix B: Waveform Decoding ExerciseModule 1: Counting Systems and Encoding Methods Counting Systems OSI Seven-Layer Model Signaling and Encoding MethodsModule 2: Decoding a Waveform into Ethernet 10Mbps Transmission Process Decoding the WaveformModule 3: Using Standards Documents and RFCs Standards and RFCsModule 4: Using a Protocol Analyzer OptiView Protocol Expert in Five Buttons Protocol Expert LabAppendix C: Auto-NegotiationFLP Field Definitions Base Page Message Pages Unformatted Pages Extensions to Auto-Negotiation for 1000BASE-X Extensions to Auto-Negotiation for 10GBASE-TAppendix D: Discovering Device BehaviorAt What Layer Does This Device Operate? Test #1: Basic Functionality Test #2: The Gray Area Test #3: Find Any Configured VLANsHow to Use the Test Results Collision Domain Broadcast Domain Different NetworkAppendix E: Techniques for Troubleshooting SwitchesWhat Problems Are Encountered in Switched Environments? How Do You Find Which Port or Switch Has a Problem?Techniques for Troubleshooting a Switch Method 1: Access the Switch Console Method 2: Connect to an Unused Port Method 3: Configure a Mirror or Span Port Method 4: Connect to a Tagged or Trunk Port Method 5: Insert a Hub into the Link Method 6: Place the Tester in Series Method 7: Place a Tap Inline on a Link Method 8: Use SNMP-Based Network Management Method 9: Have the Switch Send Flow Technology Summaries Method 10: Set Up a Syslog Server Method 11: Use the Server (Host) Resources Method 12: Use a Combination of MethodsTroubleshooting Methods: ConclusionAppendix F: Simple Network Management ProtocolSNMP Operation SNMPv1 SNMPv2 SNMPv3SNMP UseAppendix G: Troubleshooting with a Protocol AnalyzerUnderstanding a Web Page Connection DNS Query ARP Query TCP Connection Data Transfer Closing the Connection DNS FailureProtocol Analyzers and Protocol KnowledgeAppendix H: Network Diagnostic Products Used in This BookWhat Tool to Start With? Network Operations Network Engineering Network Technicians Network/PC Support Help DeskMedia Test DTX 1800 Cable Analyzer OptiFiber Certifying OTDR AnalyzeAir Wi-Fi Spectrum Analyzer Network Analysis: Hybrid Handhelds OptiView EtherScope NetTool LinkRunnerProtocol Analysis Capture Built-in Features Alarms and Triggers Data Storage and ReportingFlow Protocols Analysis Visual Performance Manager Visual UpTime Select NetFlow Tracker Application PerformanceAppendix I: Answers to Chapter Review Questions 9780321647412 TOC 9/29/2009
