Getting someone online troubleshooting network connections

[CPU]

Getting someone online troubleshooting network connections

Determine the fail point in the network ( this is to be done to determine the issue if it’s a
persistent problem) For the fix just see THE FIX at the end

start
run
cmd
type ipconfig and enter
if the address begins with 192 or 10 then the user has a DHCP server also known as a
router or server
if the address begins with 169 the computer cannot receive an address from the DHCP
server (router or modem)
if the address begins with anything else then the pc should be online
to test
type ping http://www.google.com
if this fails then the issue could be DNS (ping the ip of google to determine this) if it
succeeds then its online so verify IE settings or try an alternative browser.

If the user has a router ask them to go to
start
run
cmd
type ipconfig
ask the user the default gateway
this is they address of the DHCP server in this case the router
then ask them to type ping (input router address)
the address should be 192.168.1.1 or 192.168.0.1 depending on the brand
if this ping gets replies then the connection from the computer to the router is ok
next would be the connection from the router to the cable modem
to see if its connected login to the router
type its address into the address bar of internet explorer user names are generally blank
and the password is usually admin or password
once in the router see the status page to verify you have a connection with a public ip
address and dns servers. Most devices will have a release and renew button to try to re
obtain an ip address. Also most routers offer a command line to test connectivity with
commands from that point. In addition you can check for connectivity to the modem by pinging 192.168.100.1 then you
can use the same address to login to the modem an see its log.

THE FIX (if no router then skip the router steps)
80% of all connection issues can be resolved the same way but the troubleshooting will allow you to document the connection issue for a history.

power cycle the devices in the order the connection comes into the house:
turn off the computer
unplug the power from the router
unplug the power from the cable modem
wait 30 seconds
plug in the power to the cable modem and wait 25 seconds until the lights are all lit solid
plug in the power to the router and wait 20 seconds
power up the computer
test the connection

80% of the time this will fix the issue if not then ask to plug the computer direct into the
cable modem to test router failure.

MORE NOTES

If the computer is directly plugged into the modem and it has an ip address and dns
address and still will not display a web page. Or if the computer is connected to a router and
another computer plugged into the router is online see below:
Reset IE (search forum) and check the host file for bad entries or try an alternate browser. Ask if viruses have been an
issue. Often viruses will edit the TCP/IP stack in windows this can cause connection errors.
Rewriting the TCP/IP stack is different in every OS so search out the process of doing this.

Also ping (ip) –t can be used to test the reliability of the connection between devices
Also tracert can be used in larger networks
Also run ncpa.cpl on any windows system to get to network connections and verify TCP/IP settings of the interface in use, sometimes its just a bad static configuration.

 

[Martyn]

Getting someone online troubleshooting network connections

Determine the fail point in the network ( this is to be done to determine the issue if it’s a
persistent problem) For the fix just see THE FIX at the end

start
run
cmd
type ipconfig and enter
if the address begins with 192 or 10 then the user has a DHCP server also known as a
router or server
if the address begins with 169 the computer cannot receive an address from the DHCP
server (router or modem)
if the address begins with anything else then the pc should be online
to test
type ping http://www.google.com
if this fails then the issue could be DNS (ping the ip of google to determine this) if it
succeeds then its online so verify IE settings or try an alternative browser.

If the user has a router ask them to go to
start
run
cmd
type ipconfig
ask the user the default gateway
this is they address of the DHCP server in this case the router
then ask them to type ping (input router address)
the address should be 192.168.1.1 or 192.168.0.1 depending on the brand
if this ping gets replies then the connection from the computer to the router is ok
next would be the connection from the router to the cable modem
to see if its connected login to the router
type its address into the address bar of internet explorer user names are generally blank
and the password is usually admin or password
once in the router see the status page to verify you have a connection with a public ip
address and dns servers. Most devices will have a release and renew button to try to re
obtain an ip address. Also most routers offer a command line to test connectivity with
commands from that point. In addition you can check for connectivity to the modem by pinging 192.168.100.1 then you
can use the same address to login to the modem an see its log.

THE FIX (if no router then skip the router steps)
80% of all connection issues can be resolved the same way but the troubleshooting will allow you to document the connection issue for a history.

power cycle the devices in the order the connection comes into the house:
turn off the computer
unplug the power from the router
unplug the power from the cable modem
wait 30 seconds
plug in the power to the cable modem and wait 25 seconds until the lights are all lit solid
plug in the power to the router and wait 20 seconds
power up the computer
test the connection

80% of the time this will fix the issue if not then ask to plug the computer direct into the
cable modem to test router failure.

MORE NOTES

If the computer is directly plugged into the modem and it has an ip address and dns
address and still will not display a web page. Or if the computer is connected to a router and
another computer plugged into the router is online see below:
Reset IE (search forum) and check the host file for bad entries or try an alternate browser. Ask if viruses have been an
issue. Often viruses will edit the TCP/IP stack in windows this can cause connection errors.
Rewriting the TCP/IP stack is different in every OS so search out the process of doing this.

Also ping (ip) –t can be used to test the reliability of the connection between devices
Also tracert can be used in larger networks
Also run ncpa.cpl on any windows system to get to network connections and verify TCP/IP settings of the interface in use, sometimes its just a bad static configuration.

Nice try but I can see a couple of issues straight off. Pinging something and getting no reply doesn't mean it isn't 'online'. If it doesn't answer then it may block ICMP but typically a home router would do. Pinging a name will help you with name resolution, but again the destination may not answer for the above reason. Try using tracert www.google.com for instance would test name resolution and actually see if the trace is going further than the default gateway. You want to know that as your internet may be working but you have dns issues. If your internet isn't working you may see dns issues as well. Even try tracert 1.1.1.1 will try and find it's way on the the internet

Also ping -t may or may not test your connection. To check for packet loss I usually would use ping xxx.xxx.xxx.xxx -t -l 1400 so you send large packets. I've actually found bad cables/switch port configuration this way. As I said previously ping may not work because of ICMP blocking(firewall)

 

[CPU]

Martyn;156100]Nice try but I can see a couple of issues straight off. Pinging something and getting no reply doesn't mean it isn't 'online'. If it doesn't answer then it may block ICMP but typically a home router would do.

I am yet to see a router, smart switch, or modem that will deny icmp requests from inside, outside ok, but if your inside it will respond unless your in a cisco network that has been setup to deny icmp requests.

Pinging a name will only help you with name resolution, again the destination may not answer for the above reason. Try using tracert www.google.com for instance would test name resolution and actually see if the trace is going further than the default gateway. You want to know that as your internet may be working but you have dns issues.

That is why I suggested pinging google by ip (it responds to icmp) and if google responds by ip and not name you then know you have a dns issue. tracert can be used to find fail points but first you would need to know if one exists by using the above google ping by name and ip example.

If your internet isn't working you may see dns issues as well. Even try tracert 1.1.1.1 will try and find it's way on the the internet

Also ping -t may or may not test your connection. To check for packet loss I usually would use ping xxx.xxx.xxx.xxx -t -l 1400 so you send large packets. I've actually found bad cables/switch port configuration this way. As I said previously ping may not work because of ICMP blocking(firewall)

Using a larger packet is a good idea thanks for that input. When using -t I look for the response time to be consistant for local devices and somewhat consistent for remote devices.

 

[Martyn]

That's handy to know about Google answering, didn't know that. Yes routers from inside, I take your point. I was looking from a general point of view.

Yes also the default gateway can be other addresses, mine is 192.168.1.254

I'm not sure I would get Joe Public to login to their router. Sometimes there is a more visual way from the router externally itself.

 

[vdub12]

You forgot the most important step.

Make sure the network cable is plugged in.

 

[CPU]

You forgot the most important step.

Make sure the network cable is plugged in.

Damn Cisco "always start at level one" your right what a rookie mistake

 

[NeutronTech]

THE FIX (if no router then skip the router steps)
80% of all connection issues can be resolved the same way but the troubleshooting will allow you to document the connection issue for a history.

power cycle the devices in the order the connection comes into the house:
turn off the computer
unplug the power from the router
unplug the power from the cable modem
wait 30 seconds
plug in the power to the cable modem and wait 25 seconds until the lights are all lit solid
plug in the power to the router and wait 20 seconds
power up the computer
test the connection

You don't have to shut the computer off and then back on. It's a waste of time. Especially if their computer takes 10 minutes to boot up. Just type
ipconfig /release
ipconfig /renew

EDIT:
Also, when telling the customer to plug their computer directly into the modem, instead of the router, you have to have them reboot the modem as well, for most providers. The one cable company I worked at assigned one IP address to each modem. So the IP was tied to the MAC of the router if it was connected. When you plug it straight to the modem, it doesn't work unless you power cycle it so it can tie itself to the NIC's MAC.

The other cable company I worked for assigned 3 IP addresses, so it wasn't necessary to power cycle when hot swapping.

Also, when checking the modem diag page at 192.168.100.1, take a look at the signal levels.
The RX needs to be between -10db and +10db, closest to 0db is optimal, but more that 10db can start to have TX issues, and less than -10 will have SNR issues.
The TX level needs to between 38 and 48. Lower than 38 suggests an imbalance in the cable network or a house Amp installed. Higher than 48 suggests SNR issues or poor quallity RX signal, causing the modem to try harder to signal back to the CMTS, hence the higher TX.
Finally, check the SNR (signal to noise ratio). This should be around 35-38. Too low means there is ingress somewhere in the cable lines causing interference on the same or adjacent frequencies.

By checking these values you can determine if the problem is an issue somewhere in the cable system (either in your house or in the plant) or if the problem lies in the networking equipment or computer.

 

[CPU]

NeutronTech;156138]You don't have to shut the computer off and then back on. It's a waste of time. Especially if their computer takes 10 minutes to boot up. Just type
ipconfig /release
ipconfig /renew

We always have them shut them won for a fresh start on the network connection (power wise) I know the commands will request a new ip, possibly I'm just paranoid

EDIT:
Also, when telling the customer to plug their computer directly into the modem, instead of the router, you have to have them reboot the modem as well, for most providers. The one cable company I worked at assigned one IP address to each modem. So the IP was tied to the MAC of the router if it was connected. When you plug it straight to the modem, it doesn't work unless you power cycle it so it can tie itself to the NIC's MAC.

The other cable company I worked for assigned 3 IP addresses, so it wasn't necessary to power cycle when hot swapping.

Also, when checking the modem diag page at 192.168.100.1, take a look at the signal levels.
The RX needs to be between -10db and +10db, closest to 0db is optimal, but more that 10db can start to have TX issues, and less than -10 will have SNR issues.
The TX level needs to between 38 and 48. Lower than 38 suggests an imbalance in the cable network or a house Amp installed. Higher than 48 suggests SNR issues or poor quallity RX signal, causing the modem to try harder to signal back to the CMTS, hence the higher TX.
Finally, check the SNR (signal to noise ratio). This should be around 35-38. Too low means there is ingress somewhere in the cable lines causing interference on the same or adjacent frequencies.

By checking these values you can determine if the problem is an issue somewhere in the cable system (either in your house or in the plant) or if the problem lies in the networking equipment or computer.

Thanks for that input on the modem levels. We are always on the other side of the modem so to speak so its nice to get some feedback from someone on the cable company side.

 

[Cambridge PC Support]

don't forget your 172.16/12 addresses too for private allocation

here they all are from the RFC-1918

10.0.0.0 - 10.255.255.255 (10/8 prefix)
172.16.0.0 - 172.31.255.255 (172.16/12 prefix)
192.168.0.0 - 192.168.255.255 (192.168/16 prefix)

 

[Martyn]

don't forget your 172.16/12 addresses too for private allocation

here they all are from the RFC-1918

10.0.0.0 - 10.255.255.255 (10/8 prefix)
172.16.0.0 - 172.31.255.255 (172.16/12 prefix)
192.168.0.0 - 192.168.255.255 (192.168/16 prefix)

Correct and also there is the possibility they have set up their own scope and don't know RFC-1918.

OP - I can understand wanting a script but the script needs to be very basic as the end user often is just that basic and no more. I don't know at what angle this is aimed at but if they can log in with the default router username and password I would be booking my visit in the next breath.

 

[NeutronTech]

I wouldn't provide the support over the phone anyways. Troubleshooting an internet connection is a service call. Plus there's no way I'd spend that much time on the phone. Especially trying to walk a customer through something like this. Most don't know the difference between their monitor and the tower.

 

[CPU]

The post was created originally for a clear path for a tech to walk an associate through this one of two things they would do. I understand your points and thank you for them. I have just never seen the 172 range and with just about all my knowledge coming from doing and not school, you get the rest.

 

[NeutronTech]

The post was created originally for a clear path for a tech to walk an associate through this one of two things they would do.

Why would an associate need to do any of this? You said your associates don't pretend to be techs and only pick up the computer for you.

 

[CPU]

Why would an associate need to do any of this? You said your associates don't pretend to be techs and only pick up the computer for you.

I said they did one of two things pickups and dropoffs and get systems online for remote support with techs.

 

[Xander]

Agent Johnny Utah to the rescue! To Calcutta...and beyond!

I said they did one of two things pickups and dropoffs and get systems online for remote support with techs.

OHHHH! I get it! You manage a Geek Squad!

 

[NeutronTech]

I said they did one of two things pickups and dropoffs and get systems online for remote support with techs.

Yeah, I think it's a bad idea to let any unskilled employee, that represents my company, touch a customer's computer.

 

[CPU]

OHHHH! I get it! You manage a Geek Squad!

Not sure why but your really acting like a hater. First you send me kind words on the introduction post now all this crap. Come on just end it, post relevant questions and data or stop posting. Have you not heard before "if you don't have anything good to say then don say anything at all".

 

[CPU]

Yeah, I think it's a bad idea to let any unskilled employee, that represents my company, touch a customer's computer.

They don't need skills they just need to follow instructions. They are your hands so you can stay in the place you need to be to run your business effectively, the shop. Its a suggestion that worked for me pre techs that I shared its not a universal law. I can see that many do not agree but I am willing to bet not one of the people disagreeing have actually tried it they are just disregarding the idea all together for their own reasons.

 

[NeutronTech]

They don't need skills they just need to follow instructions. They are your hands so you can stay in the place you need to be to run your business effectively, the shop. Its a suggestion that worked for me pre techs that I shared its not a universal law. I can see that many do not agree but I am willing to bet not one of the people disagreeing have actually tried it they are just disregarding the idea all together for their own reasons.

Well, I haven't tried it, and I won't. If I am to the point where I need to hire someone, then I am at the point where I need to hire a TECH. If I can't afford the tech, then I'm not ready to hire anyone. Keep in mind, that a tech does cost more, but they also will make you money to be able to pay him, whereas the associate will only make it longer before you will be able to afford a tech. As far as following directions, why bother? It doesn't look professional to the customer, and if your taking the time to pay him, walk him through it, then remote in and fix it, pay for the fuel to get there; then why not just go there yourself and save some money?

 

[Xander]

Well, I haven't tried it, and I won't. If I am to the point where I need to hire someone, then I am at the point where I need to hire a TECH. If I can't afford the tech, then I'm not ready to hire anyone. Keep in mind, that a tech does cost more, but they also will make you money to be able to pay him, whereas the associate will only make it longer before you will be able to afford a tech. As far as following directions, why bother? It doesn't look professional to the customer, and if your taking the time to pay him, walk him through it, then remote in and fix it, pay for the fuel to get there; then why not just go there yourself and save some money?

Well said, NT.

If I were to break my leg and couldn't do on-site work for a while, I might be willing to send my wife to do pickups. I sure wouldn't send her with a flowchart to get them online. She'd be there to smile, shake a hand, build a bit of rapport, and bring the box back to me. She's learned a lot of general computer info over the years but it would be completely unprofessional for me to send her as a proxy tech. I'm not Johnny Utah.