Troubleshooting Your LAN Topics

Supported Technology Unsupported Technology MOREnet Support for Specific Problems Illustrations Fig. 1. Router Problem Fig. 2. Local Switch Problem Fig. 3. Local Hub Problem Fig. 4. Probable Server Configuration Problem

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Troubleshooting Your LAN with MOREnet

Supported Technology

If MOREnet is your Internet Service Provider, MOREnet provides the following products and services:

• Router
• Connection to the Internet
• Support for connectivity from your LAN to the Internet, including associated Internet services such as e-mail, Web and Proxy.
• Consulting services for LAN\WAN design issues.

If there is a problem with connectivity to the Internet, our technical support staff will help the member to isolate the problem.

If the problem is determined to be the MOREnet router or the actual connection to the Internet, MOREnet will resolve the problem as soon as possible.

If the problem is determined to be a physical problem on the LAN, such as a device or cable that is not functioning properly, the member must resolve this problem before Internet connectivity can be restored.

If the problem is related to TCP/IP configuration on the LAN, MOREnet Technical Support will help the member to resolve the problem.

If the configuration is on an unsupported product, such as a 3COM switch, MOREnet staff can give the member the correct TCP/IP information (i.e. Masks, gateways, routing information) but not specific instructions.

If the configuration involves a product supported by MOREnet, the level of support provided by MOREnet staff is described on the Supported Technologies page.

Unsupported Technology

LANs are installed by the member and/or a vendor. It is the responsibility of the member/vendor to make sure the cabling and all network devices including Network Interface Cards (NICs) are working properly.

Novell NetWare and Microsoft NT Server are network operating systems that are purchased from those companies respectively. The products are not purchased through MOREnet and do not have any affiliation with MOREnet. Installation and administration of these products should be supported by a local vendor or the manufacturer.

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MOREnet Support for Specific Problems

If a member calls in stating that several computers cannot reach the Internet, Technical support will first test connectivity to the node router.

If they cannot reach the node router, the ticket is routed to Network Consulting to determine if the problem is with the router or the circuit.

If Technical Support can reach the Ethernet port of the node router, they will try to determine the following:

• How much of the network is affected?

• Are workstations/DHCP servers configured with the correct IP information?

• Do hubs/routers/switches have power and display the correct indicator lights?

• Can workstations/servers see each other in Network Neighborhood?

• Are all cables plugged in securely?

• Can the workstations ping the Ethernet port of the router?

• Is there a firewall/proxy server involved?

After obtaining this information, Technical Support should be able to determine if the problem is related to a device on the network or a TCP/IP service such as DNS or a DHCP server.

Figure 1.   Router Problem

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If the problem is determined to be a device or cable on the LAN, the member will need to resolve it. Figure 2 shows a problem with a local switch. Figure 3 shows a problem with a local hub.

Figure 2.   Local Switch Problem.

Figure 3.   Local Hub Problem.

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If the problem is determined to be related to a product or service that is supported by MOREnet, Technical Support will continue to assist the member or route the ticket to Network Consulting, when necessary.

Figure 4.   Probable Server Configuration Problem

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