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
↓        
Possible Solutions
A. Name of destination unable to be resolved for one of the following reasons:
i. Name not configured in DNS server. Make sure proper records (A, CNAME, MX, etc) for name are found in DNS zone file on your nameserver.
ii. DNS resolver or nameserver down or locked-up. Verify that your DNS servers are running properly. If not, figure out why and bring them back up.
iii. WINS server down or locked-up. Verify that your WINS servers are running properly. If not, figure out why and bring them back up.
iv. DHCP server is giving out wrong DNS or WINS server addresses. Properly configure DHCP server’s scope to provide correct DNS & WINS server addresses.
Possible Solutions
A. Sniff the network with Wireshark while recreating the problem. Pay special attention to any name resolution packets (DNS, NetBIOS, LLMNR).
Problem Solved?
Document Your Solution
FINISHED

Click here for a graphical version of this flowchart.