FLINT HILLS TECHNICAL COLLEGE
Network Troubleshooting Flowchart

START
Windows Workstation Unable to Access a Network Service
Gather Clues
A. Ask Questions.
 i. What were you doing when the problem occurred?
ii. Have there been any recent changes to the network?
B. Have the customer recreate the problem while you watch.
While watching, check for obvious user errors (ID10T errors), such as Caps-Lock being on.
Do other workstations on the LAN have the same problem?
Yes  or  No
↓        
Are the switch, hub, or wireless access point's power & link-lights lit?
Yes  or  No
↓        
ping the destination by name. Successful?
Yes  or  No
        ↓
ping the destination by IP address. Successful?
Yes  or  No
        ↓
Execute: ipconfig /all
on at least two LAN workstations having the same problem. What type of IP addresses?
DHCP starting with 169.254 (APIPA)  or  DHCP IP addresses  or  Static IP addresses
                        ↓
ping Default Gateway router. Successful?
Yes  or  No
        ↓
Are the router’s power & link-lights lit?
Yes  or  No
        ↓
Possible Solutions
A. Power unplugged from router. Plug it in.
B. Bad cable or cable unplugged between router and switch, hub, or access point. If the link-lights are not lit on the router, this is probably the problem.
C. Locked-up router. Unplug it and plug it back in. If it is still unresponsive, you may have to reset it back to factory default settings.
D. Bad router. Swap it with another one to test. Replace if bad.
Problem Solved?
Document Your Solution
FINISHED

Click here for a graphical version of this flowchart.