| |
| |
| Preface | |
| |
| |
| |
| Introduction | |
| |
| |
| |
| Fundamental Networking | |
| |
| |
| Network Protocols | |
| |
| |
| NetBEUI | |
| |
| |
| NWLink (IPX/SPX) | |
| |
| |
| TCP/IP Basics | |
| |
| |
| Name Resolution with DNS | |
| |
| |
| Resolver Cache | |
| |
| |
| Hosts | |
| |
| |
| DNS Query Types | |
| |
| |
| NetBIOS Cache | |
| |
| |
| WINS/Broadcast/LMHosts | |
| |
| |
| WINS | |
| |
| |
| DHCP Overview | |
| |
| |
| DHCP Lease | |
| |
| |
| DHCP Scope | |
| |
| |
| Reservation | |
| |
| |
| DHCP Options | |
| |
| |
| DHCP Relay Agent | |
| |
| |
| Automatic Private IP Addressing | |
| |
| |
| Need More Knowledge? | |
| |
| |
| Summary | |
| |
| |
| |
| Troubleshooting Techniques | |
| |
| |
| Optimism versus Pessimism | |
| |
| |
| Troubleshooting Process Overview | |
| |
| |
| Identifying the Problem | |
| |
| |
| Documenting the History of the Problem | |
| |
| |
| Analyzing the Current Environment | |
| |
| |
| Operating System State | |
| |
| |
| Latest Virus Scan | |
| |
| |
| Network Configuration | |
| |
| |
| Installed Applications | |
| |
| |
| Firmware | |
| |
| |
| Good Computer, Bad Computer | |
| |
| |
| Documenting Processes Involved in the Problem | |
| |
| |
| A Picture's Worth a Thousand Words | |
| |
| |
| Eliminating What's Right | |
| |
| |
| Don't Reinvent the Wheel | |
| |
| |
| Document What You Do! | |
| |
| |
| Never Forget the Obvious | |
| |
| |
| Move from the Big Picture to Small Details | |
| |
| |
| If You Pay for Support, Use It! | |
| |
| |
| Correcting the Problem | |
| |
| |
| When Speed Is of the Essence | |
| |
| |
| Don't Use Duct Tape | |
| |
| |
| Process-Oriented Corrective Action | |
| |
| |
| Testing the Corrective Action | |
| |
| |
| Following Up | |
| |
| |
| Summary | |
| |
| |
| |
| Monitoring and Diagnostic Tools | |
| |
| |
| Operating System Tools | |
| |
| |
| Disk Management Tools | |
| |
| |
| Command Line Tools | |
| |
| |
| GUI Tools | |
| |
| |
| Network Monitoring and Troubleshooting Tools | |
| |
| |
| Command Line Tools | |
| |
| |
| GUI Tools | |
| |
| |
| Performance Monitoring Tools | |
| |
| |
| Command Line Tools | |
| |
| |
| GUI Tools | |
| |
| |
| Security Management Tools | |
| |
| |
| Command Line Tools | |
| |
| |
| GUI Tools | |
| |
| |
| System Management Tools | |
| |
| |
| Command Line Tools | |
| |
| |
| GUI Tools | |
| |
| |
| Troubleshooting Wizards | |
| |
| |
| Freeware Tools | |
| |
| |
| Subnetting with the IP Subnet Calculator | |
| |
| |
| Testing Throughput with Netperf | |
| |
| |
| Remotely Controlling Systems with TightVNC | |
| |
| |
| Summary | |
| |
| |
| |
| Client-Server Troubleshooting | |
| |
| |
| Troubleshooting Tools | |
| |
| |
| Automated System Recovery | |
| |
| |
| driverquery | |
| |
| |
| msconfig (Windows Server 2003) | |
| |
| |
| msicuu (ST) | |
| |
| |
| Online Crash Analysis | |
| |
| |
| Remote Desktop and Remote Assistance | |
| |
| |
| Shadow Copy (Windows Server 2003 Systems Only) | |
| |
| |
| System Restore (XP Clients Only) | |
| |
| |
| Troubleshooting System Startup | |
| |
| |
| Last Known Good Configuration | |
| |
| |
| Safe Mode | |
| |
| |
| Safe Mode with Networking | |
| |
| |
| Safe Mode with Command Prompt | |
| |
| |
| Enable Boot Logging | |
| |
| |
| Enable VGA Mode | |
| |
| |
| Directory Services Restore Mode | |
| |
| |
| Debugging Mode | |
| |
| |
| Disabling Services and Drivers with the Recovery Console | |
| |
| |
| Recovery Console Diagnostic Commands | |
| |
| |
| Accessing the Recovery Console | |
| |
| |
| Repairing the OS Installation | |
| |
| |
| Troubleshooting System Shutdown | |
| |
| |
| Troubleshooting Devices | |
| |
| |
| Checking Device Status | |
| |
| |
| Rolling Back Device Drivers | |
| |
| |
| Updating Device Drivers | |
| |
| |
| Uninstalling Devices | |
| |
| |
| Disabling Devices | |
| |
| |
| Troubleshooting Fax Problems | |
| |
| |
| Diagnosing Fax Problems | |
| |
| |
| Testing the Solution | |
| |
| |
| Troubleshooting Display Problems | |
| |
| |
| Troubleshooting Internet Connection Sharing | |
| |
| |
| Troubleshooting Application Compatibility | |
| |
| |
| Using the Program Compatibility Wizard | |
| |
| |
| Summary | |
| |
| |
| |
| Office XP | |
| |
| |
| Office Troubleshooting Tools | |
| |
| |
| Application Recovery | |
| |
| |
| Automatic Recovery | |
| |
| |
| Detect and Repair | |
| |
| |
| Document Recovery | |
| |
| |
| Open and Repair | |
| |
| |
| Setup | |
| |
| |
| Troubleshooting Office Setup | |
| |
| |
| Eliminating the Obvious | |
| |
| |
| Using the Setup Log Files | |
| |
| |
| Access Errors and Solutions | |
| |
| |
| Using the Compact and Repair Tool | |
| |
| |
| Manually Repairing a Database | |
| |
| |
| Excel Errors and Solutions | |
| |
| |
| Repairing Corrupted Spreadsheets | |
| |
| |
| Isolating and Resolving Formula Errors | |
| |
| |
| Outlook Errors and Solutions | |
| |
| |
| Testing Outlook Configuration | |
| |
| |
| PowerPoint Errors and Solutions | |
| |
| |
| When the Problem Resulted from a Modification to the Presentation | |
| |
| |
| When the Problem Resulted from a Specific File Being Opened | |
| |
| |
| When the Problem Resulted from any File Being Opened | |
| |
| |
| Word Errors and Solutions | |
| |
| |
| Resolving Problems with the Support.dot Troubleshooting Template | |
| |
| |
| General Word Troubleshooting | |
| |
| |
| Summary | |
| |
| |
| |
| Disk Subsystems | |
| |
| |
| Windows Server 2003/XP Disk Architecture 101 | |
| |
| |
| Basic and Dynamic Disks | |
| |
| |
| Master Boot Record | |
| |
| |
| Boot Sector | |
| |
| |
| The boot.ini File | |
| |
| |
| Master File Table | |
| |
| |
| GPT Disks | |
| |
| |
| Disk Troubleshooting Tools | |
| |
| |
| bootcfg | |
| |
| |
| dmdiag (ST) | |
| |
| |
| fsutil | |
| |
| |
| ftonline (ST) | |
| |
| |
| recover | |
| |
| |
| Diagnosing and Repairing Boot Sector and MBR Problems | |
| |
| |
| Repairing Failed Disks with Disk Management | |
| |
| |
| Failed Spanned or Striped Volumes | |
| |
| |
| Failed Mirrored Volumes (RAID 1) | |
| |
| |
| Failed RAID 5 Volumes | |
| |
| |
| Common Stop Messages | |
| |
| |
| Stop 0x00000024 (NTFS File System) or Stop 0x00000023 (FAT File System) | |
| |
| |
| Stop 0x00000050 (Page Fault in Nonpaged Area) | |
| |
| |
| Stop 0x00000077 (Kernel Stack Inpage Error) | |
| |
| |
| Stop 0x0000007A (Kernel Data Inpage Error) | |
| |
| |
| Stop 0x0000007B (Inaccessible Boot Device) | |
| |
| |
| Summary | |
| |
| |
| |
| DNS | |
| |
| |
| DNS Architecture | |
| |
| |
| Essential Terminology | |
| |
| |
| DNS Hierarchy | |
| |
| |
| Name Resolution Process | |
| |
| |
| DNS Zones | |
| |
| |
| Advanced Configuration | |
| |
| |
| Client Considerations | |
| |
| |
| DNS Troubleshooting Tools | |
| |
| |
| DNS MMC | |
| |
| |
| dnscmd (ST) | |
| |
| |
| dnslint (ST) | |
| |
| |
| nslookup | |
| |
| |
| Troubleshooting DNS Clients | |
| |
| |
| Troubleshooting DNS Servers | |
| |
| |
| Incorrect Query Results | |
| |
| |
| Cannot Access Resources Outside of Domain | |
| |
| |
| Server Not Responding to Requests | |
| |
| |
| Troubleshooting DNS-DHCP Integration | |
| |
| |
| Zone Transfer Problems | |
| |
| |
| DNS Error Events | |
| |
| |
| Summary | |
| |
| |
| |
| WINS | |
| |
| |
| WINS Architecture | |
| |
| |
| What's New? | |
| |
| |
| WINS Relationships and Replication | |
| |
| |
| Filling in the Gaps | |
| |
| |
| WINS Troubleshooting Tools | |
| |
| |
| WINS MMC | |
| |
| |
| Event Logging | |
| |
| |
| netsh wins | |
| |
| |
| Troubleshooting WINS Clients | |
| |
| |
| Troubleshooting WINS Servers | |
| |
| |
| Troubleshooting Replication | |
| |
| |
| Troubleshooting WINS-DHCP Integration | |
| |
| |
| Recovering a Corrupted WINS Database | |
| |
| |
| Summary | |
| |
| |
| |
| DHCP | |
| |
| |
| DHCP Architecture | |
| |
| |
| What's New? | |
| |
| |
| Scopes | |
| |
| |
| Classes | |
| |
| |
| Conflict Detection | |
| |
| |
| DHCP Troubleshooting Tools | |
| |
| |
| DHCP MMC | |
| |
| |
| Audit Logging | |
| |
| |
| dhcploc (ST) | |
| |
| |
| Troubleshooting DHCP Clients | |
| |
| |
| Troubleshooting DHCP Servers | |
| |
| |
| Troubleshooting DHCP Scope Migration | |
| |
| |
| Troubleshooting DHCP-RAS Integration | |
| |
| |
| Troubleshooting DHCP Relay Agents | |
| |
| |
| Recovering a Corrupted DHCP Database | |
| |
| |
| Summary | |
| |
| |
| |
| Network and Application Services | |
| |
| |
| The Lay of the Land | |
| |
| |
| Print Services | |
| |
| |
| Terminal Services | |
| |
| |
| Distributed File System | |
| |
| |
| Remote Installation Services | |
| |
| |
| Client and Gateway Services for NetWare | |
| |
| |
| Network Service Troubleshooting Tools | |
| |
| |
| DFS MMC | |
| |
| |
| dfsutil (ST) | |
| |
| |
| health_chk (ST) | |
| |
| |
| ipxroute | |
| |
| |
| lpq | |
| |
| |
| prndrvr.vbs | |
| |
| |
| prnmngr.vbs | |
| |
| |
| prnqctl.vbs | |
| |
| |
| query | |
| |
| |
| reset session | |
| |
| |
| Terminal Services Manager MMC | |
| |
| |
| Troubleshooting Printers | |
| |
| |
| General Printing Concerns | |
| |
| |
| Network Printers | |
| |
| |
| Troubleshooting Terminal Services | |
| |
| |
| Troubleshooting Server Connection Problems | |
| |
| |
| Troubleshooting Session Problems | |
| |
| |
| Troubleshooting DFS | |
| |
| |
| Inaccessible Root | |
| |
| |
| Inaccessible Share Folder | |
| |
| |
| User Permissions | |
| |
| |
| Troubleshooting Remote Installation Services | |
| |
| |
| Troubleshooting NetWare Integration | |
| |
| |
| Summary | |
| |
| |
| |
| Routing and Remote Access | |
| |
| |
| RRAS Architecture | |
| |
| |
| Remote Access Servers | |
| |
| |
| Virtual Private Networks | |
| |
| |
| Routing Protocols | |
| |
| |
| Network Address Translation | |
| |
| |
| RAS Troubleshooting Tools | |
| |
| |
| atmadm | |
| |
| |
| iasparse (ST) | |
| |
| |
| Netsh RAS Diagnostics | |
| |
| |
| netsh routing | |
| |
| |
| portqry (ST) | |
| |
| |
| route | |
| |
| |
| RRAS MMC | |
| |
| |
| Troubleshooting RAS | |
| |
| |
| Troubleshooting RAS Client Connections | |
| |
| |
| Troubleshooting the RAS Server Network | |
| |
| |
| Troubleshooting Routing | |
| |
| |
| General Routing Problems | |
| |
| |
| Troubleshooting NAT | |
| |
| |
| Troubleshooting DHCP Relay Agents | |
| |
| |
| Troubleshooting Demand-Dial Routing | |
| |
| |
| Troubleshooting RIP | |
| |
| |
| Troubleshooting OSPF | |
| |
| |
| Troubleshooting VPN Access | |
| |
| |
| Troubleshooting Remote Access VPNs | |
| |
| |
| Troubleshooting Router-to-Router VPNs | |
| |
| |
| Summary | |
| |
| |
| |
| Active Directory | |
| |
| |
| AD Architectural Overview | |
| |
| |
| Forests and Domains | |
| |
| |
| Organizational Units | |
| |
| |
| Sites | |
| |
| |
| Domain Controllers | |
| |
| |
| Group Policy Objects | |
| |
| |
| Active Directory Functional Levels | |
| |
| |
| What's New? | |
| |
| |
| AD Troubleshooting Tools | |
| |
| |
| acldiag (ST) | |
| |
| |
| Active Directory MMCs | |
| |
| |
| dcdiag (ST) | |
| |
| |
| gpresult | |
| |
| |
| gpupdate | |
| |
| |
| nltest (ST) | |
| |
| |
| ntdsutil | |
| |
| |
| Replmon (ST) | |
| |
| |
| Resultant Set of Policy | |
| |
| |
| Troubleshooting Domain Controllers | |
| |
| |
| Cannot Connect to a Windows 2000 Domain Controller | |
| |
| |
| DCPromo Fails to Promote a New Server to Be a Domain Controller | |
| |
| |
| Receive "Domain Not Found," "Server Not Available," or "RPF Server Is Unavailable" Error Message | |
| |
| |
| Unable to Log On Locally | |
| |
| |
| Unable to Uninstall Active Directory | |
| |
| |
| Group Membership Changes Fail | |
| |
| |
| Security Principals Cannot Be Created | |
| |
| |
| Troubleshooting Replication | |
| |
| |
| Access Denied Error Occurs When Attempting Manual Replication | |
| |
| |
| Event ID 1265 in the Directory Service Log | |
| |
| |
| Event ID 1311 Appears in Event Log | |
| |
| |
| Slow Replication between Sites | |
| |
| |
| Troubleshooting Group Policy Objects | |
| |
| |
| Loopback Processing | |
| |
| |
| Block Inheritance versus No Override | |
| |
| |
| Troubleshooting Considerations | |
| |
| |
| Troubleshooting the AD Schema | |
| |
| |
| Cannot Modify or Extend Schema | |
| |
| |
| Cannot Add Attributes to a Class | |
| |
| |
| Cannot Connect to a Windows 2000 Domain Controller | |
| |
| |
| Troubleshooting Trusts | |
| |
| |
| Clients Cannot Access Resources in Trusted Domain | |
| |
| |
| Errors Occur After Upgrade from Windows NT | |