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
↓        
On which LAN is the destination located?
Same LAN as workstation.  or  Different LAN on the Internet.  or  Different LAN, but still on this organization's network.
↓      
tracert the destination by IP address. How far did the trace go?
Past the default gateway to other LANs, but not onto the Internet  or  Past your routers and onto the Internet, but not to the destination.  or  Not past the default gateway.
↓        
Possible Solutions
A. Destination server is down. Wait patiently for it to come back up, or contact the company that owns it and inform them that it is down. Try http://isup.me to see if the server is down for everybody on the Internet, not just you.
B. Your internet connection (T1, DSL, cable, etc.) is down. If the trace stops after your router that connects to the Internet, and that router seems to be functioning properly, call your ISP.
C. A router on the Internet is down. Wait patiently for it to come back up.
Problem Solved?
Document Your Solution
FINISHED

Click here for a graphical version of this flowchart.