Purpose:
This document is intended to takean individual through the entire troubleshooting process of a Dormnet-Ops visit.

Tools:
Cable tester, Trusted laptop, Trusted cables (2)

Situation:
An email has been generated by the "Escalate to Dormnet-Ops" form and is being responded to by a member of Dormnet-Ops.
This form can be found here:
http://dormnet.haverford.edu/dormnet/dormnet-ops/escalate.html

Verify the information given.
While making the appointment with the student, check the port using the online tools and verify that student is in fact registered on the port indicated in the request.

Prepare to visit the student.
Sign out a trusted laptop
Set students port for testing before visiting

Troubleshooting the connection problem:

• Start by verifying that the problem still exists.
  
• Upon arrival check the students configuration.
  If the students software configuration looks correct, as per the RCCs escalation,
  Then, test students ethernet cable with the tester
  If it fails, replace it with the trusted ethernet cable and attempt to connects:
• Test the students ethernet cable before attempting to connect using the trusted laptop.
• If students ethernet cable, or a replacement, passes, then attempt to connect with the trusted laptop.
  (Be sure to check for link light, and to release/renew the IP address in winipcfg.)
  If trusted laptop connects, then power cycle students machine, connect it to the network port and try to get onto the network.
  If the students machine is still unable to connect, then suggest they bring it to the HelpDesk for more extensive diagnostic testing.
• If the trusted laptop is able to connect over the same cables that the students machine is using, and the students machine can not connect, then the student has to bring the laptop into HelpDesk.
  If the students machine has already been to HelpDesk, and tested fine there, then ask to Escalate to a Staff Member of Networking and Systems when you send the update of the visit out to Dormnet-ops.
• If trusted laptop fails, or gets link light, but no IP service, then take laptop to BDF and attempt to connect to the switch, plugging trusted cable directly into students port on the switch.
• If you can get a connection, then try using existing patch cable.

Always leave the student with a working connection, or schedule an appointment to return before you leave.

• If you can not get a connection when plugging directly into the students regististered port, then try to connect using an empty port at the end of the switch. (Make the connection using trusted cables, not by rearranging the existing patch cables.)
• If you can not connect directly to either port on the switch, then inform the student that there is a problem with the switch itself, and the problem will be reported to Networking and Systems. Networking and Systems will then find a solution to the problem and contact the original RCC to follow up with the student.
• Test the wiring using the cable tester if you CAN connect directly to the switch port using their patch cable while in the BDF, but can not connect from the students room.
  • Turn "on" and attach the larger half of the cable tester to the students jack in place of students machine, and in the BDF remove the patch panel cable from students switch port and test the connection back to the students jack with the cable tester.
  • If connection fails, then test connection using only trusted cables at either end
    If connection still fails, then connect using the second port and report problem to Networking and Systems when you are finished
  • If the connection fails, then attach remote end of tester to the second ethernet port on the wirestation, goto BDF, attach the cable tester to second ethernet port and complete the test.
• If the second ethernet port passes (and you have demonstrated that the switch port is working fine by connecting the laptop directly into it), then move students jack connection to the second ethernet port, and attempt to connect, first with the students workstation, then if needed with the trusted laptop.
• If the second ethernet port fails, then inform the student that there is a problem with the wiring for both ports and that it will be reported to Networking and Systems, who will make the required arrangements to fix or replace the station.

Inform the rest of the group of the outcome of the visit.

• Finish up by sending an update to dormnet-ops.
  Include everything that was done during the visit, including the results from each step.
  o Remember to include the RCC that made the initial request.