Question
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May 15, 2013 at 5:16 am #2136784
Internet goes down across an organization. What do you do to troubleshoot?
Lockedby fredtill · about 10 years, 10 months ago
You are an IT professional working for a large organization. The internet goes down across the organization and you need to act quickly. What do you do to remain focused and stay calm? What steps would you take to trouble shoot the issue?
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May 15, 2013 at 5:16 am #2902757
Clarifications
by fredtill · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
Clarifications
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May 15, 2013 at 7:54 am #2428813
I would first fire the guy who does not do his own homework
by robo_dev · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
Then get to work looking into the issue….
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May 15, 2013 at 8:05 am #2428812
Are you surfing while taking your final exam?
by jqbecker · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
If so, shame on you.
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May 15, 2013 at 10:30 am #2428805
Reponse To Answer
by Wizard57M-TR · about 10 years, 10 months ago
In reply to Are you surfing while taking your final exam?
My thoughts as well! Anyway, the first place to check is not with your hardware or systems, BUT instead contact your service provider!
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May 15, 2013 at 8:45 am #2428808
check the modem?
by slayer_ · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
Then work backwards
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May 15, 2013 at 7:24 pm #2428791
Reponse To Answer
by oh smeg · about 10 years, 10 months ago
In reply to check the modem?
NA Slayer that’s wrong.
You first check the ISP then Modem and if they are OK work back from there.
I remember a time when the company insisted that the ISP was working and I wasted hours only to finally be told that the ISP was down due to an digging incident where a end loader had knocked over a Power Pole and torn the Fiber Optic Cable and it was in the process of being repaired.
Col
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May 16, 2013 at 12:47 am #2428785
Reponse To Answer
by lucvdv · about 10 years, 10 months ago
In reply to check the modem?
Run a traceroute to an external IP — by numeric IP, not by name (and preferably one you know will reply, for example 8.8.8.8).
If that just shows you that your packets get through all the way to beyond your ISP, find out why DNS stopped working. -
May 16, 2013 at 9:38 am #2428779
Reponse To Answer
by ryalsbane · about 10 years, 10 months ago
In reply to check the modem?
Check the modem?!!! Seriously? If you are a large organization you won’t be on a “modem,” even a DSL broadband modem. If you are, then that is the problem. You need a complete redesign of your network from the ground up and upgrade of your infrastructure.
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May 16, 2013 at 10:53 am #2428776
Reponse To Answer
by slayer_ · about 10 years, 10 months ago
In reply to check the modem?
I don’t know what you call that box that the fibre goes into…
In our server room its about 6 by 6 by 2, has flashing lights, looks sort of like a modem. -
May 16, 2013 at 10:53 am #2428775
Reponse To Answer
by slayer_ · about 10 years, 10 months ago
In reply to check the modem?
I’m a computer programmer, I don’t have to know how it works, just how to break it 😀
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May 16, 2013 at 7:16 pm #2428748
Reponse To Answer
by oh smeg · about 10 years, 10 months ago
In reply to check the modem?
Well I call that box in rack in the server room with flashing LES’s that gives you an outside connection to the world a Modem.
The ISP here calls that Box a Cable Modem meaning it has Fiber Optical Cable coming into it and is the connection between here and the Internet.
So Ryalsbane what do you call that box with the LED’s on the front of it?
Unless of course you mean we should all be using a 3/4G connection to the outside world but that’s not going to happen here at least because it’s way too expensive and it’s still called a Modem even though it has a Router in it. :^0
Col
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May 17, 2013 at 6:37 am #2428740
Reponse To Answer
by slayer_ · about 10 years, 10 months ago
In reply to check the modem?
Glad to hear I’m not totally wrong 🙂
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May 17, 2013 at 10:38 am #2428728
Reponse To Answer
by oh smeg · about 10 years, 10 months ago
In reply to check the modem?
Even the Chip Set or Integrated Circuits used in these devices are called Modem Chips or things like Modem on/in a Chip.
Col
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May 15, 2013 at 10:24 am #2428806
Verify
by a.portman · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
Verify the Internet is down “everywhere”. Then start at the connection and work in. Otherwise, start at the desktop and work out.
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May 15, 2013 at 11:01 am #2428804
First confirm network access
by mjd420nova · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
Using just a single laptop, connect to the modem to check access from there. If that works , it’s the network/server if not access there, call your ISP.
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May 15, 2013 at 12:15 pm #2428800
First, make sure the call isn’t from
by jtuck004 · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
the boss’s nephew, who tries to download the entire Internet onto his Chromebook and complains that “the Internet” is down 4x a week. And while you are in your chair, take a glance out the window and make sure there isn’t a backhoe working next to the service entrace for your T1.
With that out of the way, take your laptop and, listening for the sounds of grumbling from other users as you make your way to the main router, (so as to make sure it is really down for everyone). Then, by looking to make sure a light is on at the module where your T1 plugs in to the router, and thus making sure they haven’t tripped the breaker, again, by plugging the coffee pot into the same receptacle, again, see if you have service to the switches by plugging in your laptop (into which you have hardoded an IP address and DNS server) to see if you get access at the router. You do have a straight-thru cable with you, right?
Oh yeah, and if you find that Internet access is being provided by a modem, you aren’t in as large an organization as you think.
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May 15, 2013 at 2:31 pm #2428794
KCCO
by mamccfts · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
I would… Keep Calm and Chive On
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May 16, 2013 at 5:50 am #2428783
Reboot it!
by aj42617 · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
*Check if the issue is 1 device or network wide?
If network-wide this is an issue then reboot your router and/or Firewall, wait 5 minutes and check for connectivity.
*Then contact your ISP for confirmation of connectivity. -
May 16, 2013 at 10:09 am #2428778
My properly designed “large organization” network…
by ryalsbane · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
…would continue to function. I would remain calm and focused due to having planned for this contingency when I designed (or redesigned when I took over for the previously ousted Network Manager/Admin) and implemented the network infrastructure to include redundant failover paths to the internet. My customers (company’s employees and management) would not be aware of a failure until I announced it. I would know of the failure from the 24/7/365 monitoring and notification subsystems in place for this purpose.
Assuming a basic go/no go monitoring with notification subsystem and that the local network is still functioning, I would do as lucvdv@ suggested. To get a quick, assessment of the scope of the failure and where the potential failure point is I would perform a traceroute to multiple internet destinations. The results will quickly tell me if the problem is with my local premises equipment, between the LAN and the ISP or with the ISP premises equipment. Once the scope of the problem is determined, if the problem is with local premises equipment I follow a reiterative “divide and conquer” process using traceroute, ping, netstat, nslookup, etc., to test for DNS and routing issues ultimately continuing through until the problem is fully isolated.
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May 16, 2013 at 7:10 pm #2428750
Reponse To Answer
by oh smeg · about 10 years, 10 months ago
In reply to My properly designed “large organization” network…
But as you are not using a Modem you obviously don’t have a connection to the WWW. So it doesn’t really matter to you does it? :^0
Col
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May 16, 2013 at 10:29 am #2428777
DHCP Server
by Anonymous · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
We have two ISPs and a server for DHCP, if the main network or backup network is down, the first thing that we do is make the changes in the server for the user to start using the other network, until we find the solution for the problem. The main network is where most of the user are connected to, the second network we have it as a backup in case the main network goes down, but still we have a couple of user in the second ISP, that way we know it the backup network is down.
We have KS-HostMonitor, monitoring the network so, that way we know if there is a problem in the LAN or with the ISPs. Just yesterday we had a problem with the backup network. One of the users told me that the network was really slow, so I connected my computer to that network to realized that in fact it was really slow. In speedtest, it gave me less than 1MB and I ping to 4.2.2.2 and it gave me around 700ms in response. I contacted the ISP and they asked me to connect directly to the modem, I did that and it still was slow, after that they realized that the problem was on their end, and finally they replaced their equipment.
Having a backup network is what has save our company and being able to do the necessary changes fast by having the DHCP server. -
May 16, 2013 at 1:44 pm #2428762
Now that we’ve all done your homework for you,
by Wizard57M-TR · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
what kind of grade did we get? Hope it was an A+!
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May 16, 2013 at 2:10 pm #2428759
Reponse To Answer
by robo_dev · about 10 years, 10 months ago
In reply to Now that we’ve all done your homework for you,
The teacher is more likely banging his head against the chalkboard, wishing he’d got an IT degree vs a teaching certificate…..
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May 16, 2013 at 2:18 pm #2428757
Reponse To Answer
by Wizard57M-TR · about 10 years, 10 months ago
In reply to Now that we’ve all done your homework for you,
Not only that, robo, probably wishing he could ban tablets and laptops from their classroom!
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May 16, 2013 at 2:39 pm #2428756
Reponse To Answer
by slayer_ · about 10 years, 10 months ago
In reply to Now that we’ve all done your homework for you,
If teacher was smart, s/he would have posted a BS answer here to see if the guy was cheating lol.
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May 17, 2013 at 7:48 am #2428736
Reponse To Answer
by markp24 · about 10 years, 10 months ago
In reply to Now that we’ve all done your homework for you,
LOL, I would have answered this,- odd my internetconnection is fine, so it must be the end user. LOL
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May 17, 2013 at 6:34 pm #2428708
By the way…
by jtuck004 · about 10 years, 10 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
You know the problem is just DNS, don’t you?
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October 5, 2013 at 10:22 am #3041795
Internet down -Precautionary steps
by muhammadsalmankhan · about 10 years, 5 months ago
In reply to Internet goes down across an organization. What do you do to troubleshoot?
Have an SLA in place with your ISP.
Keep more than one or ISPs (Backups)
First assess your own network, routing, etc.
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