This Document Contains Chapters 11 to 13 Chapter 11 Supporting a Small Business Network At a Glance Instructor’s Manual Table of Contents • Overview • Objectives • Teaching Tips • Quick Quizzes • Class Discussion Topics • Additional Projects • Additional Resources • Key Terms • Technical Notes for Hands-On Projects • Using Virtualization for Hands-On Projects Lecture Notes Overview Chapter 11 will introduce students to the needs of a small business network. They will learn how to identify network equipment and application requirements for small businesses. At the end of the chapter, students will learn about specific issues of supporting a small business network. Objectives • Address the needs of a small business network • Identify small business network equipment requirements • Identify small business application requirements • Describe the issues of supporting a small business Teaching Tips Addressing the Needs of a Small Business Network 1. Define the typical size of a small business network and what its typical needs might be. Data and Application Sharing in a Small Business 1. Explore the difficulties of accessing and sharing resources in a peer-to-peer environment versus a domain-based one, which might not be available for small businesses. 2. Demonstrate the creation and the use of a HomeGroup network. a. Students should understand what steps should be taken for creation and how members of the HomeGroup ultimately gain access to network resources. b. You should also discuss some troubleshooting steps involved with HomeGroups, such as third-party firewall configurations that might block access. 3. Compare HomeGroups with the use of a domain controller with set permissions on a widely available folder, and discuss the benefits of this method. 4. Describe some of the ways files can be shared from a Linux server, such as with Samba (SMB) or Network File System (NFS). 5. Discuss the use of a NAS to store and share files among users in a small business environment and how these users would benefit from a NAS solution versus hosted files on a workstation. Teaching Tip NAS boxes often run Linux embedded to provide file storage capabilities. If you have an old machine with a hard drive, chances are you could run a Linux distribution designed for NAS storage, such as Open Filer. Equipment Sharing in a Small Business 1. Give details on what equipment can be shared in this sort of an environment, but also outline the drawbacks of sharing equipment directly between machines, such as a resource going offline because of a coworker shutting off his or her computer. Equipping Small Business Networks 1. Explore the differences in hardware used by small business networks compared to corporate networks as well as home networks. Servers and Desktops 1. Discuss common server requirements for a small business network. You should cover topics such as scalability and fault tolerance, and how they differ in the small business environment. Networking Equipment 1. Explain how the small business environment dictates the use of network equipment and how it can affect placement of devices. 2. Discuss some of the requirements that should be considered with a small business network. For example, students should know what common LAN speeds are used for small business and whether to go with managed versus unmanaged. 3. Explore how wireless can be utilized in the small business environment to accommodate mobile users and reduce the costs of wiring Communicating with the Outside World 1. Briefly discuss some methods of communication for small business networks accessing the Internet. 2. Cover some of the more common WAN setups for this environment and how equipment often takes on a multirole function. 3. Examine how VPN can be used to connect offices or various sites for small business networks, eliminating the problem of how to handle wiring between remote locations. Teach the two VPN modes available for most devices: a. Gateway to gateway b. Client to gateway Teaching Tip LogMeIn offers a simple VPN solution that doesn’t require a server to host a VPN service, called Hamachi: https://secure.logmein.com/products/hamachi2/. Quick Quiz 1 1. A ____________ simplifies the process of sharing files and printers among two or more Windows 7 computers operating in a peer-to-peer network configuration. a. workgroup b. peer-to-peer network c. HomeGroup d. domain Answer: HomeGroup 2. If you don’t see all computers that are members of a HomeGroup, what should you do to try to resolve the problem? Answer: Run the HomeGroup troubleshooter 3. What types of software are typically found on a business computer? Answer: productivity and manageability software 4. True or False: VPN remote access connection can be made as long as both parties are connected to the Internet. Answer: True 5. What protocol must be enabled to support HomeGroups? a. IPv6 b. IPv4 c. DNS d. DHCP Answer: IPv6 Identifying Requirements for Small Business Applications 1. Point out some of the requirements to consider when dealing with networked or single-user business applications, and how this can affect setup. Small Business Accounting Software 1. List some common accounting software programs, and then discuss some of the more common issues to consider in general with accounting software. For example, students should be aware of what security options are available when choosing one of these suites, and what backup functions are built in, if any. Sales and Contact Management Software 1. Give some examples of sales and contact management software, such as Goldmine or Maximizer, and define the customer relationship management (CRM) term. Point out where this software would/should be used. Windows Small Business Server 1. Introduce Windows Small Business Server as a solution for small businesses that need a server with the following features: a. E-mail server b. Shared calendar c. Intranet resource sharing d. E-mail security e. Database 2. Students should understand what limitations SBS has in terms of user support. Hosted Applications 1. Explore the possibility of using hosted applications as an alternative to hosting everything on a local server. Give some examples of well-known hosted applications such as Google Apps, and then discuss what advantages/disadvantages these have compared to hosting these applications locally. Is Linux a Viable Desktop Alternative to Windows? 1. Examine the capability of Linux as a Windows alternative, making sure to cover some of the caveats one might face if pursuing this option. You should mention some common Windows-based software alternatives available on Linux, such as OpenOffice.org (or LibreOffice, for the non-Oracle controlled version) as a Microsoft Office replacement. 2. Mention some of the options available for running a virtual Windows desktop on top of Linux in order to satisfy any compatibility requirements. Teaching Tip Although calculating TCO with Linux is different from calculating TCO with Windows, students should still consider the option of purchasing a support contract if considering Linux as an alternative for Windows. Canonical offers a desktop support contract for Ubuntu Linux, the features of which can be found here: http://www.canonical.com/support/services/support-features. Supporting a Small Business 1. Evaluate the need for IT staff in large environments and how this compares with the small business environment where a large staff isn’t possible. Entrepreneurs Wanted 1. Educate students on the need to present valuable information that will assist small businesses in making technology work for them. 2. Prepare students for the possibility of having to bid for a job. Students should be ready to evaluate a business and propose solutions that will improve how a business operates. Attention to detail should be emphasized as a necessary requirement when dealing with small businesses. Securing a Small Business Network 1. Cover some typical methods for securing a small business network. 2. Basic security requirements as they apply to smaller networks should be discussed: a. Password policies b. Backup plans 3. Antivirus software should also be discussed, as it is necessary for any machine connected to the Internet. This would be a good time to mention some software suites with centralized management, such as Norton or McAfee. Managing a Small Business Network 1. Evaluate some methods of managing a small business network that are budget friendly. Some examples: a. VPN—Explain how it can be used to manage issues remotely over the Internet b. Dial-up c. Telnet—Should be shown as an option for remote administration, but one that should only be considered when used on top of other secure connections, such as those that would be established by VPN d. Secure Shell (SSH)—The secure and more preferable option to stand-alone Telnet. In addition to providing remote command-line capabilities, SSH provides port tunneling options that provide functionality similar to VPN. e. Windows Remote Assistance—Cover how this can be used to provide remote access to a client that might be having an issue, without considerable setup required for the client. Teaching Tip Port tunneling or forwarding with SSH works much like a proxy service. SSH can map a locally assigned port number with a connection made by the remote host. For details on how this can be done, see http://magazine.redhat.com/2007/11/06/ssh-port-forwarding/#local. Quick Quiz 2 1. If multiple users need access to an application simultaneously, what version of that software should you purchase? Answer: multiuser 2. What is another name for sales and contact management software? Answer: customer relationship management (CRM) 3. ____________ is the cost for something when you factor in intangibles such as support costs and productivity gain or loss. a. Return on Investment (ROI) b. Absolute Liability Factor (ALF) c. Total sum of ownership (TSO) d. Total cost of ownership (TCO) Answer: Total cost of ownership (TCO) 4. Select the answer below which provides secure command-line access to a remote machine. a. Telnet b. rlogin c. FTP d. SSH Answer: SSH 5. What is the maximum number of users that Windows Small Business Server can support? a. 50 b. 65 c. 70 d. 75 Answer: 75 Class Discussion Topics 1. Have students discuss what antivirus software they’ve tried or would recommend for use in a small business environment. Oftentimes, students will have some insight into why one version of antivirus software might be preferred over another. Some students may be influenced by price or performance of one antivirus suite over another. Additional Projects 1. Provide a small business network scenario designed to test the ability of your students to accurately evaluate needed equipment and software. Group students into teams, then have them price whatever they deemed necessary. They should then detail how they would deploy hardware/software. Additional Resources 1. http://www.openfiler.com/ 2. http://www.microsoft.com/security_essentials/ 3. http://www.linux.com/news/technology-feature/security/387955-five-tips-for-successful-linux-deployments Key Terms client-to-gateway VPN mode This VPN mode establishes a VPN connection between a single client computer and a VPN device. customer relationship management (CRM) A class of software designed to help businesses manage their customers and prospects. end user license agreement (EULA) A license that governs how an application can be used. It specifies how many users are allowed to use an application, how many times it can be installed, and whether the software can be copied, among other things. gateway-to-gateway VPN mode This VPN mode establishes a connection between two routers that support VPN. port forwarding The process by which a router forwards a request for a particular TCP or UDP port on to a specified computer. total cost of ownership (TCO) The cost of a product or service when intangibles such as support costs and productivity gain or loss are factored in. Technical Notes for Hands-On Projects All projects in this book that use the Sharing and Security option for folders assume that the Use simple file sharing option has been disabled. Hands-On Project 11-1: This project requires a classroom computer with Windows 7. Challenge Lab 11-1: This project requires four computers with Windows desktop OS and/or Linux installed, one printer, and a wireless router/AP. Using Virtualization for Hands-On Projects The following Hands-On Projects/Challenge Labs have been identified as those that students can do using virtual machines rather than physical machines. Hands-On Project 11-1 Challenge Lab 11-1: The Linux portion of this lab can be run from a virtual machine, but the virtual machine should have a bridged connection to the same network that the four student computers are connected to. Chapter 12 Wide Area Network Essentials At a Glance Instructor’s Manual Table of Contents • Overview • Objectives • Teaching Tips • Quick Quizzes • Class Discussion Topics • Additional Projects • Additional Resources • Key Terms • Technical Notes for Hands-On Projects • Using Virtualization for Hands-On Projects Lecture Notes Overview In Chapter 12, students will learn about the various WAN connections available, as well as some of the technologies behind making them work. By the end of the chapter, students should be able to describe the most commonly used WAN connections. They should also be able to describe some of the components of these WAN connections, such as bandwidth restrictions or functionality present. Objectives • Describe the fundamentals of WAN operation and devices • Discuss the methods used to connect to WANs • Configure and describe remote access protocols • Describe the three major areas of cloud computing Teaching Tips Wide Area Network Fundamentals 1. Summarize the purpose of a WAN and define what makes up a WAN connection. a. Discuss the differences between WAN and LAN connections, and who is responsible for providing WAN connections. WAN Devices 1. Detail the types of devices used to establish and maintain a WAN connection: a. Modems b. Channel Service Units/Data Service Units (CSUs/DSUs) c. Routers 2. Explain to students how a modem handles digital information over analog signals. a. Students should understand the difference between a digital signal and an analog signal. The book has Figure 12-1 and Figure 12-2 for a visual representation of both signal types. 3. Examine how a router is used in a WAN environment to forward packets and connect to a CSU/DSU or modem. Teaching Tip It’s a common misconception that cable modems aren’t truly modems, but are CSUs/DSUs. Cable modems do, in fact, modulate and demodulate. See this link for more information: http://www.howstuffworks.com/cable-modem.htm. WAN Connection Methods 1. List some of the more common WAN connection methods: a. Circuit switched b. Leased line c. Packet switched d. VPN over the Internet Circuit-Switched WANs 1. Familiarize students with the concept of a circuit-switched WAN, where temporary dedicated connections are created between sender and receiver on demand. 2. Discuss how circuit-switched connections are used over the Plain Old Telephone Service (POTS) and what the limitations of these connections are. a. Students should be aware of the most common dial-up modem protocol, V.92. 3. ISDN should be explored as an alternative to dial-up, although an outdated one. Define Basic Rate Interface (BRI) and Primary Rate Interface (PRI), and discuss the bandwidth limitations of both. Leased Lines 1. Describe how a leased line is used to provide dedicated point-to-point connectivity, and discuss the benefits and disadvantages of having a leased line. Discuss the types of leased lines: a. T-carriers—Students should understand terms such as time division multiplexing, fractionalization, and multiplexing. Give examples of how each of these functions in relation to T-carrier connections. List some common transfer speeds available for T-carriers. b. Synchronous Optical Network (SONET)—Explain the different levels available for SONET and list the corresponding bandwidth for each level. Packet-Switched WANs 1. Detail how a packet-switched WAN works. It should be noted that packet-switched WANs are mostly similar to packet-switched LANs and only differ in protocols used. 2. Define what a virtual circuit is, and discuss how it creates a logical connection between two points using either a switched virtual circuit (SVC) or a permanent virtual circuit (PVC). 3. Explore some of the defining characteristics of the X.25 technology, and discuss some of the limitations that have led to its replacement. 4. Frame relay should be discussed, focusing on how it works with PVCs and two CSU/DSU devices. a. Explain what a committed information rate (CIR) means for a customer. 5. Introduce Asynchronous Transfer Mode (ATM) to students, and elaborate on how it functions using cells in a packet-switched environment. 6. Cover the functionality of Multiprotocol Label Switching (MLPS) and where it might be used. WANs Over the Internet 1. Discuss VPN over inexpensive Internet connections as a means of communication between two locations. You should explain VPN’s benefits versus traditional WAN methods: a. Inexpensive b. Convenience c. Security d. Flexibility 2. You should also discuss the disadvantages of using a VPN, such as unpredictability. WAN Equipment 1. Discuss what equipment responsibilities a customer has when purchasing a WAN connection, called the customer premises equipment (CPE). This is usually a modem or a CSU/DSU. Also, define the demarcation point as the end of the customer’s responsibility and the start of the provider’s. 2. Define what a central office, local loop, and last mile are. Make students aware of what common equipment might qualify as provider equipment. 3. Explain how data circuit-terminating equipment (DCE) sends data to the local loop, and the role of data terminal equipment (DTE), which is responsible for handing data off to the DCE. Teaching Tip Students may see T3 connections referred to as DS3 and T1 as DS1. These terms really describe the same bandwidths and have become mostly synonymous. Quick Quiz 1 1. WANs can span distances measured in ____________ compared with typical LAN technologies that span distances measured in ____________. Answer: miles/hundreds of meters 2. Which device creates a digital connection between a LAN device and the WAN link from the service provider? a. Analog modem b. CSU/DSU c. Router d. Switch Answer: channel service unit/data service unit (CSU/DSU) 3. Which WAN connection method creates a dedicated point-to-point connection from the customer’s LAN through the provider’s network and to the destination network? Answer: Leased line 4. What are the most common packet-switched networks? Answer: X.25, frame relay, ATM, and MPLS 5. What speed does a T1 dedicated line provide? a. 1 Mbps b. 1.544 Mbps c. 3.088 Mbps d. 64 Kbps Answer: 1.544 Mbps Remote Access Networking 1. Introduce Windows Server’s Routing and Remote Access Service (RRAS), and talk about how users can potentially dial in over POTS or use VPN to gain remote access to services. Making a VPN Connection in Windows 1. Demonstrate how to set up a VPN connection inside of Windows using the Network and Sharing Center’s wizards. Students should be familiar with the options available when configuring a VPN connection. Teaching Tip As a Linux alternative to RRAS, you can use OpenVPN on Linux to service VPN clients using SSL certificates (Note: Not compatible with Cisco SSL VPN). OpenVPN clients are readily available for a variety of operating systems. www.openvpn.net Making a Dialup Connection 1. Explore how a dial-up connection is established over the Point-to-Point Protocol (PPP), and discuss the two protocols internal to PPP: a. Link Control Protocol (LCP) b. Network Control Protocol (NCP) Remote Access Networking via the Web 1. List some of the remote access Web services that are available, such as LogMeIn and GoToMyPC. a. You should also mention how a terminal services gateway (TSG) could be used to provide remote access via SSL. Cloud Computing 1. Discuss how cloud computing can be used to offload IT responsibilities to the Internet, and examine some of the benefits this approach has over traditional infrastructures, such as reduced upfront costs. Hosted Applications 1. Explain how hosted applications work, also called software as a service (SaaS). Provide a common example, such as Google Apps. List some benefits of this approach. For example, Google Apps has the Google Mail service for handling e-mail storage and delivery. Hosted Platforms 1. Explore the use of hosted platforms, or platform as a service (PaaS), and show Azure for Windows and Google’s AppEngine as examples. Hosted Infrastructure 1. Examine the use of a hosted infrastructure, or infrastructure as a service (IaaS), as a means for companies to offload responsibility for hardware maintenance and capacities to a third-party vendor. Quick Quiz 2 1. Which protocol is used for dial-up and to create VPNs? a. Point-to-point protocol b. Point-to-point Tunneling protocol c. Link Control Protocol d. Network Control Protocol Answer: Point-to-point protocol 2. Which protocol within PPP sets up the PPP connection and defines communication parameters and authentication? Answer: Link Control Protocol (LCP) 3. ____________ is a computer networking model in which data, applications, and processing power are managed by servers on the Internet. Answer: Cloud computing 4. Which category of cloud computing allows a company to use storage or entire virtual servers as its need requires it? Answer: hosted infrastructure or infrastructure as a service (IaaS) 5. Google’s AppEngine is an example of what kind of cloud computing technology? a. Hosted applications b. Hosted platforms c. Hosted infrastructure d. Hosted development Answer: Hosted platforms Class Discussion Topics 1. Students with some tech knowledge may already have their own VPN or remote access solutions, as there are quite a number of them. If some students have their own methods for remote access, have them detail how they work. If not, have students research additional VPN technologies. Additional Projects 1. Design some scenarios of typical businesses that might need WAN connections of various type and size. A medium business won’t require the same amount of bandwidth that a university campus would. Have students try to match ideal connection speeds to the various scenarios, and then have them research typical prices. Additional Resources 1. http://www.logmeinhamachi.com/ 2. http://www.logmein.com 3. http://en.wikipedia.org/wiki/Multiprotocol_Label_Switching Key Terms analog signal A signal that varies over time continually and smoothly. An analog signal is represented by a sine wave. Asynchronous Transfer Mode (ATM) A high-speed network technology designed for both LAN and WAN use. ATM uses connection-oriented switches to allow senders and receivers to communicate over a network. Basic Rate Interface (BRI) An ISDN version that provides two 64 Kbps B-channels. Generally used for remote connections. Channel Service Unit/Data Service Unit (CSU/DSU) A device that links a computer or network to a DDS communications link. circuit switched A type of WAN connection in which a temporary dedicated connection is established between sender and receiver on demand. cloud computing A computer networking model in which data, applications, and processing power are managed by servers on the Internet, and users of these resources pay for what they use rather than for the equipment and software needed to provide the resources. Committed Information Rate (CIR) A guaranteed minimum transmission rate offered by the service provider. customer premises equipment (CPE) The equipment at the customer site that’s usually the responsibility of the customer. data circuit-terminating equipment (DCE) The device that sends data to (and receives data from) the local loop, usually a CSU/DSU or modem. data terminal equipment (DTE) The device that passes data from the customer LAN to the DCE, usually a router. demarcation point The point at which the CPE ends and the provider’s equipment responsibility begins. Dialup Networking (DUN) The Windows program (beginning with Windows 95) that allows connectivity to servers running RAS or RRAS. digital signal A series of binary 1s and 0s represented by some type of signal that has two possible states. A digital signal is represented as a square wave. fractionalized The term used to describe a T-carrier line in which the channels carried over the line are dedicated for different purposes. frame relay A point-to-point permanent virtual circuit (PVC) technology that offers WAN communications over a fast, reliable, digital packet-switching network. hosted applications One of the categories of cloud computing in which a customer pays for the use of applications run on a service provider’s network. Also called software as a service. hosted infrastructure One of the categories of cloud computing in which a company can use storage or entire virtual servers hosted by a provider as their needs demand. Also called infrastructure as a service. hosted platforms One of the categories of cloud computing in which a customer develops applications using the service provider’s development tools and infrastructure. Once developed, the applications can be delivered to the customer’s users from the provider’s servers. Also called platform as a service. infrastructure as a service (IaaS) One of the categories of cloud computing in which a company can use storage or entire virtual servers hosted by a provider as its needs demand. Also called hosted infrastructure. Integrated Services Digital Network (ISDN) A WAN technology that offers increments of 64 Kbps connections, most often used by SOHO (small office/home office) users. last mile The connection between a WAN’s demarcation point and the central office (CO). See also local loop. local loop The connection between a WAN’s demarcation point and the central office (CO). See also last mile. modem A device computers use to convert digital signals to analog signals for transmission over telephone lines. The receiving computer then converts the analog signals to digital signals. multiplexing A technology that enables several communication streams to travel simultaneously over the same cable segment. packet switched A type of WAN network in which data is transmitted in frames or packets, and each packet is transmitted through the provider’s network independently. Instead of having a dedicated circuit over which data travels, data shares bandwidth among a provider’s customers. permanent virtual circuits (PVCs) Pathways between two communication points that are established as permanent logical connections; therefore, the pathway exists even when it’s not in use. Point-to-Point Protocol (PPP) A remote access protocol that supports many protocols and is used to carry data over a variety of network connections. Primary Rate Interface (PRI) An ISDN version that provides 23 64-Kbps B-channels. Routing and Remote Access Service (RRAS) A software component bundled in Windows Server 2008 that provides remote access through dial-up and VPN connections as well as routing and packet filtering. software as a service (SaaS) One of the categories of cloud computing in which a customer pays for the use of applications run on a service provider’s network. Also called hosted applications. switched virtual circuits (SVCs) A communication circuit that’s established when needed and then terminated when the transmission is completed. Synchronous Optical Network (SONET) A high-speed, baseband digital networking standard that specifies incrementally increasing data rates across fiber-optic links. T-carrier lines A communication line that uses a single pair of wires for transmitting data and another pair for receiving data. It uses a signaling method called time division multiplexing (TDM), making it possible to extract any number of the channels for a particular purpose. time division multiplexing (TDM) A signaling method that allocates a time slot for each channel, making it possible to transmit multiple streams, or channels, of data on a single physical medium. virtual circuit A logical sequence of connections with bandwidth allocated for a specific transmission pathway. X.25 A WAN protocol that defines how devices communicate over an internetwork. X.25 networks are SVC networks, meaning they create the best available pathway for transmission at the time of transmission. Technical Notes for Hands-On Projects All projects in this book that use the Sharing and Security option for folders assume that the Use simple file sharing option has been disabled. Hands-On Project 12-1: This project requires a classroom computer with Windows 7. Hands-On Project 12-2: This project requires a classroom computer with Windows 7; if possible, the instructor can set up an RRAS VPN server to connect to. Challenge Lab 12-1: This project requires a Windows client computer, such as Windows 7, and a Windows Server 2008 server. Using Virtualization for Hands-On Projects The following Hands-On Projects/Challenge Labs have been identified as those that students can do using virtual machines rather than physical machines. Hands-On Project 12-1 Hands-On Project 12-2 Challenge Lab 12-1 (Note: Both the client computer and the server can be virtualized; however, they must be bridged to the same network connection.) Chapter 13 Troubleshooting and Support At a Glance Instructor’s Manual Table of Contents • Overview • Objectives • Teaching Tips • Quick Quizzes • Class Discussion Topics • Additional Projects • Additional Resources • Key Terms • Technical Notes for Hands-On Projects • Using Virtualization for Hands-On Projects Lecture Notes Overview Chapter 13 will teach students how to document and support networks. At the end of this chapter, students should have some basic troubleshooting knowledge. Students will be aware of some common steps to take or procedures to step through in order to solve a problem. Objectives • Explain different approaches to network troubleshooting • Discuss how to document a network properly • Describe network troubleshooting tools • Summarize common trouble situations Teaching Tips Documenting Your Network 1. Discuss with students what sort of documentation should be kept and why good documentation is essential to keeping a network running properly. 2. Explain how documentation of network changes should be handled. 3. Explore how documentation can aid the troubleshooting process by keeping a record of common issues. 4. Show how documentation can improve staff utilization and ensure standards compliance. 5. Documentation of equipment and network security measures should be discussed. 6. List the elements of a network that should be documented: a. Description of the network b. Cable plant c. Equipment rooms and telecommunication closets d. Internetworking devices e. Servers f. Workstations Approaches to Network Troubleshooting Trial and Error 1. Define the trial-and-error approach and discuss the circumstances under which it should be used. a. Students should understand that this method is risky and not suitable for environments that require always-available services. 2. Give some examples of scenarios that could be solved by trial and error without causing downtime. Solve by Example 1. Explore the “Solve by Example” approach, and give examples of when this method is applicable and what precautions should be taken. You should mention the situations where this method does not apply, such as between different operating systems. The Replacement Method 1. Describe the replacement method of troubleshooting, where parts are swapped out to verify the cause of an issue. Step by Step with the OSI Model 1. Define the step-by-step method and explore where this method can be used. You might want to review the OSI model while discussing this process and give a scenario of a step-by-step troubleshooting scenario. Teaching Tip The step-by-step method with the OSI model is very commonly used by tech supporters from equipment manufacturers. If necessary, review the OSI model with students, and give a few scenarios to be worked out using the OSI model to give students a feel for how this works. The Problem-Solving Process Step 1: Determine the Problem Definition and Scope 1. Explain to students how to define a problem and its scope, paying special attention to how the issue affects users and in what ways. Step 2: Gather Information 1. Emphasize the use of information as a tool in the problem-solving process. Give some examples of questions that students should ask to ensure that they get the information they need when seeking a resolution. Step 3: Consider Possible Causes 1. Explain how possible causes should be formulated at this step, and what criteria should be used when determining what possible causes should be seriously considered. Step 4: Devise a Solution 1. Discuss how to go about determining a solution to a problem and what should be considered before determining a solution. Step 5: Implement the Solution 1. Teach students how to implement a solution properly by informing users and maintaining documentation during the process. Step 6: Test the Solution 1. Students should be taught to test a solution thoroughly to ensure that the solution itself does not cause new problems. It is important that students keep track of changes up to this point, so that if the solution does cause issues, changes can be rolled back easily. Step 7: Document the Solution 1. If the solution has worked as intended, document the solution for future reference. It isn’t impossible for a solution to come undone with time. Step 8: Devise Preventive Measures 1. Discuss how to come up with preventive measures, such as installing virus protection to prevent future virus infection. Teaching Tip The problem-solving process is only a guide to problem solving, not the definitive means. Sometimes students might have to circumvent a step due to inability to estimate or fully determine any given variable that might be affecting a network. Experience will help a student to determine when strict adherence to the problem-solving process will be useful. Quick Quiz 1 1. When documenting a network, the ____________ section describes the physical layout of network cabling and the terminations used. Answer: cable plant 2. Which of the following approaches to network troubleshooting involves an assessment of a problem, followed by an educated guess of the solution, an implementation of the solution, and finally a test of the results? a. Trial and Error b. Solve by Example c. The Replacement method d. Step by Step with the OSI model Answer: Trial and Error 3. Under what circumstance would using the Solve by Example method be productive? a. When comparing a Linux machine and a Windows Machine b. Comparing two machines on different networks c. Comparing two machines of exact make and build on the same network d. Comparing a machine to a mobile device Answer: Comparing two machines of exact make and build on the same network 4. What is the first step in the problem-solving process? a. Gather information b. Devise a solution c. Implement a solution d. Determine the problem definition and scope Answer: Determine the problem definition and scope 5. A ____________ is a list of instructions or a plan detailing how to reverse any changes made so that configurations can be returned to their original state if something doesn’t work. Answer: rollback plan Making Use of Problem-Solving Resources 1. Explore some of the different ways a student might be able to get information or help on solving a problem. a. Experience in problem solving will be the most useful resource. b. Show students ways to get in touch with others who might have experienced the same issue, either via search engine or by a manufacturer’s forums. These are often great sources of information, but any solution should be tested first. c. Explore some different sources of troubleshooting information as well, such as magazines or system administrator journals, which are common in most book stores. Network Documentation 1. Explain to students how network documentation should be handled. 2. Give examples of network diagrams and explain how diagrams can be used to document a network’s infrastructure. If possible, demonstrate the use of some utilities that can help with this task, such as Visio. 3. Describe how documentation differs depending on what device is being examined. Internetworking devices require varying amounts of documentation, such as a router versus a simple switch. Network Troubleshooting Tools Ping and Trace Route 1. Explore the usage of the ping tool as a means to troubleshoot network connectivity, and explain some of the various data output by using ping. Students should understand what the various fields can indicate. For example, high latency could indicate a problem with the link between two computers. 2. Demonstrate some basic troubleshooting procedures using ping and other commands in tandem, such as running ipconfig /all to check TCP/IP settings when a ping test fails. Step through the process of fully testing a connection by using ping on various targets like the default gateway. 3. In a similar fashion, show how the trace route (tracert) can be used to test a routing table or the path of a packet through a network. Network Monitors 1. Detail how a network monitor can provide useful information for troubleshooting issues on a network by examining packet information. List some programs that function as network monitors. 2. Introduce students to protocol analyzers as a means to capture and analyze network traffic generated by different protocols. In addition, list some tools that can be used to accomplish this, such as Wireshark. Time-Domain Reflectometer 1. Explain how a TDR is used to troubleshoot cable breaks and test cable length. Advanced Monitoring Tools 1. Discuss the Simple Network Management Protocol (SNMP) and its role in monitoring networks. a. You should define what a software agent is, and explain what a management information base is. Explain how software agents monitor traffic and send information to the MIB. b. Define the Remote Monitoring (RMON) protocol as an expansion to SNMP, and detail how RMON adds capabilities. Teaching Tip SNMP is widely available on pretty much every platform, but monitoring the data returned from SNMP can be tricky, especially to those with no experience. Nagios, a network monitor, can make use of SNMP information and display it on a Web page on your intranet. See www.nagios.org for more information. Common Troubleshooting Situations 1. Give students a typical troubleshooting situation involving cabling or a misconfigured NIC card, and then list steps that could be taken to resolve whatever the issue might be. 2. Explore how to eliminate the possibility of power fluctuations and outages when troubleshooting. 3. Upgrades and updates can cause issues. Teach students to test and document any upgrade in order to eliminate or significantly reduce time spent troubleshooting. 4. Discuss how you might diagnose or troubleshoot poor network performance and what questions should be asked. Disaster Recovery 1. Teach students some basic steps to ensure that network data is backed up properly. For example: a. Backups should be tested regularly to ensure viability. b. A plan should be developed for backup storage location, whether offsite or in a safe. c. Keep a backup log for determining what data has been backed up. Backup Types 1. Show students the differences between the different backup types: a. Full backup b. Incremental backup c. Differential backup d. Copy backup e. Daily backup 2. Students should be taught some basic backup planning skills, and time should be spent explaining how backups should be configured to achieve a desired result. After detailing the way the preceding backup types work, you should discuss some common backup schedules. System Repair and Recovery in Windows 1. Introduce the Startup Repair tool and show how students can access the tool using the Windows Recovery Environment (WinRE). 2. List the other tools in System Recovery Options for fixing and recovering Windows: a. System Restore b. System Image Recovery c. Windows Memory Diagnostic d. Command Prompt 3. Demonstrate the use of the Last Known Good Configuration option and discuss how this option works. Students should understand when this option will most likely work versus when it won’t. 4. Talk about the System Restore capability of Windows, and show students how to recover Windows using System Restore. 5. Students should be aware of the driver rollback capability in Windows. Show where this option is, and demonstrate how it can be used. Teaching Tip Under some circumstances, the Windows Recovery Environment will fail to find a Windows installation to recover or repair and will show a blank list when giving the option to select an install. Once this screen is bypassed, however, the Startup Repair tool can often find installations that fail to show up, and repair them. Quick Quiz 2 1. When using ping, which field denotes the amount of time elapsed before receiving a reply? a. Bytes field b. Time To Live field c. Time field d. The average field statistic Answer: Time field 2. A ____________ tracks all or part of a network’s traffic by examining packets sent across the network. Answer: Network monitor or protocol analyzer 3. Which of the following tools will measure a cable’s length? a. Basic cable testers b. Advanced cable testers c. Time-Domain Reflectometer d. NIC card Answer: Time-Domain Reflectometer 4. This network-monitoring protocol extends SNMP’s capabilities. a. Management Information Base Protocol b. Software Agent Protocol c. Internet Control Message Protocol d. Remote Monitoring (RMON) protocol Answer: Remote Monitoring (RMON) protocol 5. The ____________ backup copies all files changed since the last full or incremental backup and marks files as backed up. a. Differential b. Incremental c. Full d. Copy Answer: Incremental Class Discussion Topics 1. Get students with previous tech experience to discuss what methods they’ve used for troubleshooting and how their techniques compare to the methods listed here. There are a great variety of tools available for troubleshooting; have these students discuss what tools they’ve used to fix network problems. Additional Projects 1. Task students with designing a backup plan for a network. They should include a basic draft of what data should be included with the backup, as well as the schedule for the backup. The document should answer what kinds of backups are done on what days. At the end of this project, students should be able to answer how they’d restore data on any given day of failure. Additional Resources 1. www.nagios.org 2. http://members.shaw.ca/nicholas.fong/dig (Dig DNS tool for Windows) Key Terms copy backup A backup that copies selected files to the selected medium without marking files as backed up. daily backup A backup that copies all files changed the day the backup is made; doesn’t mark files as backed up. differential backup A backup that copies all files changed since the last full backup; doesn’t mark files as backed up. frequently asked questions (FAQ) A document with two parts to each entry. The first part is a question the manufacturer has anticipated or received from customers; the second part is an answer to the question. full back up A backup that copies all selected files to the selected medium and marks files as backed up. incremental backup A backup that copies all files changed since the last full or incremental backup and marks files as backed up. management information base (MIB) A collection of network data stored by Simple Network Management Protocol software agents. See also software agents network monitors Programs that monitor network traffic and gather information about packet types, errors, and packet traffic to and from each computer. Remote Monitoring (RMON) An advanced network-monitoring protocol that extends Simple Network Management Protocol’s capabilities; contains software agents called probes that collect data and communicate with a management station by using SNMP. rollback plan The part of an upgrade plan with instructions on how to undo the upgrade if problems occur during or after the upgrade. software agents Simple Network Management Protocol components that are loaded on network devices; they monitor network traffic and device status information and send it to a management station. Time-Domain Reflectometer (TDR) A network troubleshooting device that can determine whether there’s a break or short in the cable and, if so, approximately how far down the cable it’s located. Also shows the total cable length. Technical Notes for Hands-On Projects All projects in this book that use the Sharing and Security option for folders assume that the Use simple file sharing option has been disabled. Hands-On Project 13-1: This project requires a classroom computer with Windows 7. Hands-On Project 13-2: This project requires a classroom computer with Windows 7 with Wireshark installed. Hands-On Project 13-3: This project requires a classroom computer with Windows 7; students will be tasked with downloading the Simple Server Monitor. Hands-On Project 13-4: This project requires a classroom computer with Windows 7 installed; students will be given the task of downloading Microsoft Network Monitor. Hands-On Project 13-5: This project requires a classroom computer with Windows 7 installed. Challenge Lab 13-1: This project requires a classroom computer with Windows 7 installed as well as a network share to be available for testing. Challenge Lab 13-2: This project requires a classroom computer with Windows 7 with Wireshark installed. Challenge Lab 13-3: This project requires a classroom computer with Windows 7 with Net Info installed. Challenge Lab 13-4: This project requires a classroom computer with Windows 7 installed. Students will need to download the WhatsUp Gold Network Monitor. Using Virtualization for Hands-On Projects The following Hands-On Projects/Challenge Labs have been identified as those that students can do using virtual machines rather than physical machines. Hands-On Project 13-1 Hands-On Project 13-2 Hands-On Project 13-3 Hands-On Project 13-4 Hands-On Project 13-5 Challenge Lab 13-1 Challenge Lab 13-2 Challenge Lab 13-3 Challenge Lab 13-4 Instructor Manual for Guide to Networking Essentials Gregory Tomsho 9781111312527, 9781305105430, 9788131502136
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