DU Internet Techies help me out please..

Union Thug

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Wed Aug-11-04 12:02 PM
Original message

DU Internet Techies help me out please..

I'm looking for the closest thing to a standardized troubleshooting methodology employed by those supporting internet connectivity. Can anyone point me to links/docs etc.?

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frylock

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Wed Aug-11-04 12:27 PM
Response to Original message

1. ipconfig, ping, and tracert

I always start by pinging the loopback (127.0.0.1), then the PC's IP, then a PC on the intranet, then an internet IP. If you think you're dropping packets, use the -t switch for a continous ping. Use tracert to see where you are losing the packets.

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mstrsplinter326

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Wed Aug-11-04 12:28 PM
Response to Original message

2. I don't exactly understand

what's the problem? Is your connection bogged or stopping? Are you wireless? IP address problems? Gateway problems?

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Union Thug

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Wed Aug-11-04 12:43 PM
Response to Reply #2

4. Great suggestions from people.. but here's what i'm looking for...

I'm trying to develop a higher level methodology for internet ts agents. There are any number of troubleshooting methodologies out there, but none that I've seen that deal specifically with TS phone/email/chat support. What I want to do is try to hit some of the high level "MUST DO's" whenever an agent grabs a call or answers an e-mail...

Maybe i'm looking for "best practices' rather than a specific set of actions. For example, the first thing we need to do is nail down what the problem is. The customer won't always be able to articulate this properly. How do we do this? Etc.

Sorry I wasn't clear previously.

Thx!

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Nlighten1

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Wed Aug-11-04 01:04 PM
Response to Reply #4

5. check the Cisco website.

Edited on Wed Aug-11-04 01:05 PM by Nlighten1

There is an exam called Cisco Internet Troubleshooting (CIT) and there is some information about this on the website. I have the CBT versions of the training and it lists a specific methodology for troubleshooting.

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Union Thug

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Wed Aug-11-04 01:25 PM
Response to Reply #5

6. Thank you, I'll do that! /eom

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Guy Fawkes

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Wed Aug-11-04 12:28 PM
Response to Original message

3. netstat . (see poster number one for more) eom

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