Part 1 : Troubleshooting Tools and Methodology
Chapter 1 Troubleshooting Methodology 4
Using a Systematic Troubleshooting Method 5
The Complexity of Intemetworks 6
The Problem-Solving Model 8
Step 1 : Define the Ptoblem IO
Step 2: Gadler the Facts 12
Step 3: Consider tlle Possibilities l 2
Step 4: Create an Action Plan 14
Step 5: Implement the Action Plan 15
Step 6: Observe the Results of the Action Plan 16
Step 7: Repeat the Problem-Solving Process 16
Step 8: Resolve the Ptoblem 18
Pteparing Yourself to Troubleshoot 18
Summary 20
Chapter l Test 21
Chapter 2 Protocol Characteristics Overview 24
Basic Ptotocol Characteristics 25
Connection-Oriented Services 26
Connectionless Services 27
Sanlple Connection Sequences 28
Detailed Ptotocol Characteristics 33
Connection-Oriented Versus Connectionless Ptotocols 35
OSI Layer 2 Characteristics 39
OSI Layers 3 to 7 Characteristics-Routed Protocols and Routing Ptotocols 92
Summary 145
Chapter 2 Test 146
Chapter a Cisco Routing and Switching Processes 150
Rooting 151
Switching 15 3
Basic Switching Paths 154
Sample Packet Flow 159
Switching Features That Affect Perfornlance 162
Ptocess Switching 164
System Buffering and Queuing 165
Input and Output Queues 167
Interface Buffers 168
Summary 169
Chapter 3 Test 170
Chapter 4 General Troubleshooting Tools 172
Low-End Cable Test Equipment 173
High-End Cable Testers 175
Digital Interface Testing Tools 176
Network Monitors 177
hotocol Analyzers 178
Network Maltagement Systems 180
Simulation and Modeling Tools 182
Summary 182
Chapter 4 Test 183
Chapter 5 Cisco Management and Diagnostic Tools 186
Cisco Maxlagement Tools 187
CiscoWorks 187
The Netsys Network Management Suites 190
TraflicDirector Remote Monitoring Sofiware 192
The VlanDirector Switch Management Application 194
WAN Manager 195
Cisco Diagnostic Commands 196
show Commands 198
debug Commands 221
ping and uace Commands 229
The cdp Command 240
Core Dumps 252
Summary 253
Chapter 5 Test 254
Chapter 6 Troubleshooting Sample Exercises 256
Exercise 1: A Token Ring Network 257
Exercise 2: The Sydney Router 259
Exercise 3: The Brussels Router 262
Sunlmary 270
Pan II: Routing and Routed Protocol Troubleshooting
Chapter 7 Troubleshooting TCP/IP Connectivity 274
TCP/IP Router Diagnostic Tools 275
The TCP/IP ping Command 275
The TCP/IP trace Command 280
TCP/m show Commands 282
TCP/TP debug Commands 294
Problem Isolation in TCP/P Networks 302
Symptom: Users Can Access Some Hosts but Not OdTers 303
Symptom: Users Cannot Connect When One Redundant Path Is Down 305
Troubleshooting IP Intemetworking with Windows NT 306
Browsing Problems 307
TCP/IP Symptoms and Problems 308
TCP/IP Problems and Action Plans 309
pinging Your Loopback and Local IP Addresses 313
pinging Your Cisco Router 313
pinging the DNS Server, Default Gateway, and
pinging the Remote Target IP Address 314
The tracert Tool 314
Checking the Routing Table on a Windows NT System 315
Clearing the Windows NT System
DNS Configuration 316
The HOSTS File 317
The LMHOSTS File 317
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Winsock Proxy hoblems 3 17
Summary 3 18
Chapter 7 Test 319
Chapter 8 Troubleshooting Novell Connectivity 322
Novell NetWare Router Diagnostic Tools 323
The IPX ping Command 323
The IPX sllow Commands 324
The IPX debug Commands 338
Problem Isolation in NetWare Networks 345
NetWare Symptoms and Problems 347
Troubleshooting Encapsulation Mismatches 348
NetWare Problems and Action Plans 349
Summary 352
Chapter 8 Test 353
Chapter 9 Troubleshooting AppleTalk Connectivity 356
AppleTalk Router Diagnostic Commands 357
AppleTalk show Commands 357
NBP Testing 374
AppleTalk debug Commands 376
Problem Isolation in AppleTalk Networks 385
AppleTalk Symptoms and Ptoblems 386
AppleTalk hoblems and Action Plans 388
AppleTalk Intemetworking Configuration Tips 392
Summary 393
Chapter 9 Test 394
Pan III: Campus Switch and VLAN Troubleshooting
Chapter 10 Diagnosing and Correcting Catalyst Problems 398
Catalyst Series Overview 399
Catalyst 5000 Intemal Architecture 401
Catalyst Switching Technology 404
Spanning-Tree Review 406
VLAN Fralne Tagging with ISL 408
Catalyst 5000"Troubleshooting Tools 415
Troubleshooting Catalyst Switch LEDs 41 8
Catalyst 5000 Switch Diagnostic Tools: ping 421
CDP 421
SPAN 423
Catalyst Commands 425
show Conlmands for System Senings 426
show Commands for Switch Conffguration 430
Problem Isolation in Catalyst Networks 437
Catalyst Symptoms and Ptoblems 438
Sunlmary 439
Chapter IO Test 440
Chapter 11 Troubleshooting VLANs on Routers and Switches 442
VLANs on Routed aJld Switched Networks 444
VLAN Switching, Translation, and Routing 445
The Router's Layer 2 Translation Function 447
Cisco IOS Fast Ethemet Troubleshooting 447
VLAN Troubleshooting Issues 450
VLAN Design Issues 450
Router Functionality in a Switched Network 451
CDP 452
Using Telnet to a Switch on a Different Subnet 452
Router VLAN show Commands 453
The show vlan Command 454
The show span Command 455
Router VLAN debug Commands 457
The debug vlan packet Command 457
The debug span Command 458
Problem Isolation in Router/Switch VLAN Networks 460
Troubleshooting Example: Dropped Packets and Loops 460
Router VLAN Symptoms and Ptoblems 462
Summary 463
Chapter 11 Test 464
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Pan IV: WAN Troubleshooting
Chapter 1 2 Diagnosing and Correcting Frame Relay Problems 468
Troubleshooting Frame Relay 469
Frame Relay Frame Fonnat 471
Problem Isolation in Frame Relay WANs 471
Overview of Troubleshooting Con2mands 474
WAN and Frame Relay Diagnostic Tools 475
The Frame Relay show Commands 475
The Frame Relay debug Commands 480
Frame Relay Loopback Tests 485
Summary 485
Chapter 12 Test 486
Chapter 13 Diagnosing and Correcting ISDN BRI Problems 488
Problem Isolation in ISDN BRI Networks 489
Overview of Troubleshooting Commands 493
ISDN BRI Diagnostic Tools 493
ISDN BRI show Commands 493
ISDN BRI debug Commands 505
Sunlmary 525
Chapter 13 Test 526
Pan V: Appendixes
Appendix A Chapter Test Answer Key 530
Chapter 1: "Troubleshooting Methodology" 531
Chapter 2: "Ptotocol Characteristics Overview" 532
Chapter 3: "Cisco Routing and Switching Processes" 533
Chapter 4: "General Troubleshooting Tools" 534
Chapter 5: "Cisco Management and Diagnostic Tools" 534
Chapter 6: "froubleshooting Sample Exercises" 535
Exercise 1: Token Ring Network 535
Exercise 2: Sydney Network 536
Exercise 3: Brussels Network 536
Chapter 7: "Troubleshooting TCPnP Connectivity" 537
Chapter 8: "Troubleshooting Novell Connectivity" 538
Chapter 9: "Troubleshooting AppleTalk Connectivity" 538
Chapter 10: "Diagnosing and Correcting Catalyst hoblems" 539
Chapter 11: "Troubleshooting VLANs on Routers and Switches" 539
Chapter 12: "Diagnosing and Comecting Frallle Relay hoblems" 540
Chapter 13: "Diagnosing and Conecting ISDN BRI Problems" 540
Appendix B Cisco Suppon Functions 542
Using CCO to Prevent Problems 545
Cisco Documentation 546
Cisco Ptess 547
CCO MarketPlace 547
CCO Software Center 548
Using CCO to Correct Problems 548
Cisco's Bug Toolkit n 549
CCO Troubleshooting Engine 549
CCO Stack Decoder 550
CCO Open Forum 550
TAC 551
CCO Training Infonnation 553
Summary 553
Appendix C References and Recommended Reading 554
Books and Periodicals 555
Technical Publications and Standards 557
Appendix D Problem-Solving Checklist and Worksheet 562
Troubleshooting Checklist 563
Troubleshooting Worksheet 564
Index 570
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