N

ETW 003F
3F SSyllabus
yllabus
NETW

C
isco IInternetwork
nternetwork T
roubleshooting // C
CNP
Cisco
Troubleshooting
CCNP

Created 9 January 2003

Professor Andrew H. Andersen, Jr.

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Cisco Internetwork Troubleshooting /CCNP

COURSE DESCRIPTION
This course provides the student with basic through advanced information on networking
technology, practices, and troubleshooting for TCP/IP, NetWare IPX/SPX, and AppleTalk
LANs and WANs. Network configuration examples will demonstrate management and
troubleshooting techniques. Problem-solving checklists and worksheets help the student
organize and document his/her troubleshooting steps. This course consists of 3 hours of lecture
and three hours of lab per week. At the conclusion of this course, the student will earn 4 credits
PREREQUISITES
A grade of C or better in NETW 03A, NETW 03D, and NETW 03E
REQUIRED TEXT AND MATERIALS
Cisco Internetwork Troubleshooting, Cisco Press, ISBN 1-57870-092-2
STUDENT PERFORMANCE EVALUATION
1. Active participation in this course by all students is required and expected. Attendance
for all lectures is strongly advised.
2. There will be a minimum of two major exams, and each carries equal weight. There are
10 quizzes taken at the rate of 1 per lecture meeting.
3. The progress of the student will be evaluated by class participation, graded assignments,
performance, test grades, and on time submission of laboratory assignments. In order to
pass the course, the student must have a passing test average, a passing average for
laboratory performance, and a passing grade for the lab skills practical and the capstone
project.
If you have a documented disability and would like to request an accommodation and/or
academic adjustment, contact the Disability Services Office at (732) 224 2730 or TTY
(732) 842 4211.
FINAL GRADE
The final grade will be determined by the following:
50% for exams and quizzes.
50% for Laboratory Performance, Laboratory Skills Practical
100% Grade for the Course
The following scale will be used to determine satisfactory progress on each unit examination
and for the final as follows:
Final Grade
Range
A
90 to 100
B
80 to 89
C
70 to 79
D
65 to 69
F
Below 65
This course teaches no new Core Competencies.

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INCOMPLETE
It is the student's responsibility to submit all classwork on a timely basis, and it is expected that
all course requirements be completed by the last class meeting. In cases of hardship or
emergency, your instructor may grant a grade of INC. In order to be considered for the grade
INC, the student must have satisfactorily completed 80% of the course, have a passing test
average, and must meet with the instructor prior to the last class meeting to discuss this
option. Your instructor is under no obligation to grant an INC. In the event that you are granted
an INC, it must be completed by the first week of the following semester or an earlier date
specified by the instructor. You will be required to withdraw from the next course in a
sequence if you have not successfully completed an INC with a C or better before the first
meeting.
WITHDRAWING FROM CLASS
Last day to withdraw from a class with a grade W is the 10th week. While a W does not affect
your GPA, it may have impact if you are receiving Financial Aid. Before withdrawing from
any class, you should consult with your counselor, or a Financial Aid representative.
ACADEMIC INTEGRITY
Academic integrity is submitting one's own work, and properly acknowledging the work of
others. Any violation of this principle constitutes academic dishonesty. Forms of academic
dishonesty include:
Plagiarism
Submitting another's work, in whole or part, as one's own. This includes an examination, a
computer program, a laboratory report, or a written assignment.
Facilitating Academic Dishonesty
Helping another commit an act of dishonesty, such as substituting for an examination or
completing an assignment for someone else.
Cheating
Using or attempting to use unauthorized materials on an examination or assignment, such as
using unauthorized texts or notes or improperly obtaining, or attempting to obtain, copies of
an examination or answers to an examination.
Illegal System Access
Altering, transmitting, or permitting unauthorized individuals to access your account, or an
attempt to alter or destroy system files on any server or computer. This also includes
altering, transmitting, or attempting to alter or transmit academic information or records by
unauthorized individuals.
Students that participate in dishonest activities:
will receive a 0 for that project, examination, or assignment
may be given a grade of F for the course
will be reported to the Dean for disciplinary action
For additional information, refer to the current Brookdale Community College Student
Handbook.

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1. Unit 1: Troubleshooting Methodologies

1.1. General Considerations in Troubleshooting
1.1.1. Preventing network downtime
1.1.2. A systematic approach and documentation
1.1.3. The role of network architectures in troubleshooting
1.1.4. OSI reference model - a common language
1.2. General Problem-Solving Model
Steps in the problem-solving model
1.2.1. Analysis of step 1: define the problem
1.2.2. Analysis of step 2: gather facts
1.2.3. Analysis of step 3: list possible problems
1.2.4. Analysis of step 4: develop an action plan
1.2.5. Analysis of step 5: implementing the action plan
1.2.6. Analysis of step 6: observe the results
1.2.7. Analysis of step 7: repeat the process as necessary
1.2.8. Analysis of step 8: resolve the problem
2. Unit 2: Management and Diagnostic Tools
2.1. Network Troubleshooting Tools and Basic Network Management Concepts
2.1.1. Cable testers
2.1.2. Interface testing tools
2.1.3. Network monitors
2.1.4. Protocol analyzers
2.1.5. Network management systems
2.2. Network Management Software
2.2.1. CiscoWorks2000
2.2.2. CiscoWorks2000 LAN Management Solution
2.2.3. CiscoWorks2000 Routed WAN Management Solution
2.2.4. CiscoWorks2000 Service Management Solution
2.2.5. Netsys Baseliner
2.3. Router Diagnostic Commands
2.3.1. show and debug commands
2.3.2. show buffers command
2.3.3. show interfaces and show interfaces serial commands
2.3.4. show controllers command
2.3.5. show memory command
2.3.6. show processes command
2.3.7. Debugging the router - overview of use of debug commands
2.3.8. Reducing the impact of debugging
2.4. Logging and Error Message Formats
2.4.1. Logging
2.4.2. Error message formats
2.5. Interacting with Technical Support
2.5.1. Preparation for making a technical support call
2.5.2. show version command
2.5.3. show stacks command
2.5.4. show tech-support command
2.5.5. Core dumps
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3. Unit 3: Protocol Overview

3.1. Network Services
3.1.1. Reliable vs. unreliable services
3.1.2. Connection-oriented services
3.1.3. Connectionless services
3.1.4. Connection services and the OSI model
3.1.5. Sample TCP connection sequence
3.2. Layer 2 Protocol Overview - LAN Protocols
3.2.1. Brief history of Ethernet
3.2.2. Ethernet vs. IEEE 802.3
3.2.3. Ethernet frame fields and Ethernet troubleshooting
3.2.4. Token Ring and IEEE 802.5
3.2.5. Token Ring access method
3.2.6. Token Ring frame types and frame fields
3.2.7. Troubleshooting Token Ring
3.2.8. Fiber distributed data interface
3.2.9. FDDI access method
3.2.10. FDDI troubleshooting
3.3. Layer 2 Protocol Overview - WAN Protocols
3.3.1. SDLC/HDLC
3.3.2. SDLC frame format
3.3.3. Point-to-Point Protocol (PPP)
3.3.4. PPP frame format
3.3.5. X.25
3.3.6. Frame Relay
3.3.7. Frame Relay frame format
3.3.8. Integrated services digital network
3.3.9. ISDN components and reference points
3.3.10. ISDN frame format
3.3.11. Asynchronous transfer mode
3.3.12. ATM cell format
4. Unit 4: Troubleshooting TCP/IP
4.1. TCP/IP Theory
4.1.1. TCP/IP evolution
4.1.2. TCP/IP protocol stack (Layer 3)
4.1.3. TCP/IP Layer 4
4.1.4. TCP/IP upper-layer protocols
4.2. Common Problems with TCP/IP
4.2.1. Symptoms of TCP/IP problems
4.2.2. Symptom: host cannot access host(s) on another network
4.2.3. Host cannot access certain networks
4.2.4. Connectivity available to some hosts, but not others
4.2.5. Some services are available, while others are not
4.2.6. Users cannot make connections when one path is down
4.2.7. Router/host cannot reach certain parts of its own network
4.2.8. Problem isolation in TCP/IP
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4.3. Troubleshooting in a Windows Environment

4.3.1. General Windows troubleshooting considerations
4.3.2. Browsing problems
4.3.3. The tracert tool
4.3.4. Checking the routing table on a Windows NT/2000/XP system
4.3.5. Clearing the Windows NT/2000/XP system ARP cache
4.3.6. DNS configuration and host file issues
4.4. TCP/IP Diagnostic Tools
4.4.1. ICMP
4.4.2. IRDP
4.4.3. ping command
4.4.4. Extended ping command
4.4.5. trace command
4.4.6. Privileged trace command
4.5. TCP/IP show Commands
4.5.1. show ip access-list command
4.5.2. show ip arp command
4.5.3. show ip interface command
4.5.4. show ip protocols command
4.5.5. show ip route command
4.5.6. show ip traffic command
4.6. TCP/IP debug Commands
4.6.1. debug ip icmp command
4.6.2. debug ip packet command
4.6.3. debug arp command
5. Unit 5: Troubleshooting in a LAN Switch Environment
5.1. Spanning Tree and VLANs
5.1.1. STP review
5.1.2. VTP
5.1.3. Troubleshooting VTP
5.2. Common LAN Switching Problems
5.2.1 Problem isolation with Catalyst switches
5.2.2 Basic Catalyst switch issues
5.2.3 Problem 1: Cannot connect to the switch through the console port
5.2.4 Problem 2: Switch cannot communicate with another device
5.2.5 Problem 3: Cannot auto-negotiate the port speed/duplex
5.2.6 Problem 4: PortFast configuration error
5.2.7 Problem 5: Duplex mismatch
5.2.8 Problem 6: Cannot form an EtherChannel port bundle
5.2.9 Problem 7: Workstation startup connectivity delays
5.3. Switch Troubleshooting Tools
5.3.1 Overview of troubleshooting tools
5.3.2 RMON and SwitchProbe
5.3.3 Troubleshooting with LEDs
5.3.4 Troubleshooting cables
5.3.5 CDP
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5.3.6 SPAN basics

5.3.7 SPAN configuration
5.4. show Commands to Verify Switch Settings
5.4.1 show system command
5.4.2 show test command
5.4.3 show interface command
5.4.4 show log command
5.4.5 show mac command
5.4.6 show module command
5.4.7 show port command
5.5. show Commands for Switch Configuration Information
5.5.1 show config command
5.5.2 show span command
5.5.3 show trunk command
5.5.4 show spantree command
5.5.5 show vtp domain command
6. Unit 6: Troubleshooting VLANs
6.1. VLAN Review
6.1.1 Role of VLANs
6.1.2 VLANs remove physical boundaries
6.2. VLAN Troubleshooting Scenarios
6.2.1 VLAN problem isolation
6.2.2 Cannot establish a trunk link between a switch and a router
6.2.3 VTP is not correctly propagating VLAN configuration changes
6.2.4 Dropped packets and loops
6.3. General VLAN Troubleshooting Issues
6.3.1 VLAN metrics and identifiers
6.3.2 VLANs and STP
6.3.3 Cisco IOS Fast Ethernet troubleshooting
6.4. Router VLAN show and debug Commands
6.4.1 show vlan command
6.4.2 show spanning-tree command
6.4.3 debug vlan packet
6.4.4 debug span
7. Unit 7: Routing and Switching Processes
7.1. Tracing Packets through a Router
7.1.1 Performance tuning basics
7.1.2 The router switching process
7.1.3 Order of operations in the switching path
7.2 Packet Switching Paths
7.2.1 Process switching
7.2.2 Fast switching
7.2.3 Optimum switching
7.2.4 Distributed fast switching
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7.2.5 Cisco express forwarding

7.2.6 NetFlow switching
7.3 Performance Issues Affecting Packet Switching
7.3.1 Types of performance issues
7.3.2 Process switching revisited
7.4 Low-Level Troubleshooting
7.4.1 System buffers
7.4.2 Input/output queues
7.4.3 Interface buffers
8. Unit 8: Troubleshooting Frame Relay
8.1 Frame Relay Overview
8.1.1 Frame Relay basics
8.1.2 LMI extensions
8.1.3 Frame formats
8.1.4 Frame Relay implementation
8.2 Frame Relay Troubleshooting - Steps and Scenarios
8.2.1 Steps for troubleshooting Frame Relay
8.2.2 Step 1: verify the physical connection
8.2.3 Step 2: verify the LMI exchange
8.2.4 Step 3: verify that the PVC is active
8.2.5 Step 4: verify Frame Relay encapsulation matches on both routers
8.2.6 Problems with routing protocol propagation
8.2.7 Cannot ping your own IP address in a multipoint Frame Relay network
8.2.8 Slow performance on a Frame Relay link
8.3 Frame Relay show and debug Commands
8.3.1 show interfaces serial command
8.3.2 show frame-relay lmi command
8.3.3 show frame-relay map command
8.3.4 show frame-relay pvc command
8.3.5 debug serial interface command
8.3.6 debug frame-relay lmi command
8.3.7 debug frame-relay events command
8.3.8 debug frame-relay packet command
9. Unit 9: Troubleshooting ISDN
9.1 ISDN Overview
9.1.1 ISDN components
9.1.2 ISDN services
9.1.3 Layer 1
9.1.4 Layer 2
9.1.5 Layer 3
9.2 ISDN Troubleshooting - Problem Isolation and Scenarios
9.2.1 Problem isolation
9.2.2 Router does not dial
9.2.3 Dial takes place but does not go through
9.2.4 No communication with the remote router
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9.2.5 Second B channel does not come up or comes up too early/late

9.2.6 Slow performance
9.2.7 Line disconnects too slowly or quickly
9.3 ISDN show Commands
9.3.1 show interfaces bri command
9.3.2 show controllers bri command
9.3.3 show isdn status command
9.3.4 show dialer command
9.3.5 show ppp multilink command
9.4 ISDN Debugging
9.4.1 Common debug commands
9.4.2 debug bri command
9.4.3 debug isdn q921 command
9.4.4 debug ppp negotiation command
9.4.5 debug ppp authentication command
9.4.6 debug isdn q931 command
9.4.7 debug dialer command
10. Unit 10: Novell IPX
10.1 Novell Overview
10.1.1 IPX addressing
10.1.2 Internal and external network numbers on Novell servers
10.1.3 Novell encapsulation
10.1.4 IPX routing protocols
10.2 IPX Configurations
10.2.1 Basic IPX routing
10.2.2 Routing IPX with EIGRP
10.2.3 Configuring NLSP
10.3 Troubleshooting IPX
10.3.1 Problem isolation within IPX networks
10.3.2 Common problem: client cannot connect to server
10.3.3 Common problem: no connectivity over IPX RIP router
10.3.4 Common problem: IPX SAP updates not propagated by router
10.3.5 IPX EIGRP: no connectivity through an IPX EIGRP router
10.4 IPX show Commands
10.4.1 show ipx eigrp topology
10.4.2 show ipx interface
10.4.3 show ipx nlsp commands
10.4.4 show ipx route
10.4.5 show ipx servers
10.4.6 show ipx traffic
10.5 IPX debug Commands
10.5.1 debug ipx ipxwan
10.5.2 debug ipx packet
10.5.3 debug ipx routing
10.5.4 debug ipx sap
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11. Unit 11: AppleTalk

11.1 AppleTalk Overview
11.1.1 AppleTalk addressing
11.1.2 Cisco router AppleTalk discovery mode
11.1.3 AppleTalk protocol suite
11.1.4 DDP packet format
11.2 AppleTalk Configuration
11.2.1 Basic AppleTalk routing
11.2.2 Routing AppleTalk with EIGRP
11.3 Troubleshooting AppleTalk
11.3.1 Users cannot access zones or services
11.3.2 Missing zones in Chooser
11.3.3 Clients cannot connect to servers over an AppleTalk EIGRP network
11.3.4 AppleTalk discovery problems
11.4 AppleTalk show Commands
11.4.1 show appletalk interface
11.4.2 show appletalk route
11.4.3 show appletalk eigrp neighbors
11.4.4 show appletalk traffic
11.5 AppleTalk debug Commands
11.5.1 debug apple events
11.5.2 debug apple zip
12. Unit 12: Troubleshooting EIGRP
12.1 EIGRP Overview
12.1.1 EIGRP background
12.1.2 EIGRP capabilities and attributes
12.1.3 EIGRP processes and technologies
12.1.4 EIGRP routing concepts
12.1.5 EIGRP packet types
12.2 Troubleshooting Common EIGRP Problems
12.2.1 Neighbor stability problems
12.2.2 Physical Link-State changes
12.2.3 Holddown timer expiration
12.2.4 Too many retries
12.2.5 Manual changes
12.2.6 Stuck-in-Active routes
12.2.7 Case study: finding the cause of SIA
12.3 EIGRP Troubleshooting Commands
12.3.1 show ip eigrp topology
12.3.2 show ip eigrp neighbors
12.3.3 debug ip eigrp
12.3.4 debug eigrp packet

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13. Unit 13: Troubleshooting OSPF

13.1 OSPF Overview
13.1.1 OSPF background
13.1.2 Hierarchical routing
13.1.3 SPF algorithm
13.1.4 Packet formats
13.2 Troubleshooting Neighbor Problems with OSPF
13.2.1 Neighbor problems - no neighbor
13.2.2 Neighbor problems - stuck in Init state
13.2.3 Neighbor problems - stuck in Exstart/Exchange state
13.2.4 Neighbor problems - stuck in 2-way state
13.3 Troubleshooting OSPF - Missing Routes
13.3.1 OSPF and classful routing protocols
13.3.2 Stub areas
13.3.3 Route filters
13.3.4 Virtual links
13.4 OSPF Case Study
13.4.1 Background
13.4.2 Step 1: define the problem
13.4.3 Step 2: gather facts
13.4.4 Step 3: consider possible problems
13.4.5 Step 4: create an action plan
13.4.6 Step 5: implement the action plan
13.4.7 Step 6: gather results
13.4.8 Step 7: reiterate the process, if needed, in steps 4-6
13.4.9 Step 8: implement the new action plan
13.4.10 Step 9: reiterate steps 4-6
13.4.11 Step 10 revisited again: gather results
13.5 OSPF show Commands
13.5.1 show ip ospf command
13.5.2 show ip ospf interface command
13.5.3 show ip ospf border-routers command
13.5.4 show ip ospf database command
13.5.5 show ip ospf neighbor command
13.5.6 show ip ospf virtual-links command
13.6 Debugging OSPF
13.6.1 debug ip ospf adj command
13.6.2 debug ip ospf events command
13.6.3 debug ip ospf packet command
13.6.4 debug ip routing command
14. Unit 14: Troubleshooting BGP
14.1 BGP Overview
14.1.1 BGP background
14.1.2 How it works
14.1.3 EBGP and IBGP
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14.2 Basic BGP Configuration

14.2.1 Forming BGP neighbor relationships
14.2.2 BGP and loopback interfaces
14.3 Troubleshooting Neighbor Negotiation and Route Propagation
14.3.1 BGP cannot establish peering sessions with neighbors
14.3.2 Missing routes
14.3.3 Next-hop attribute case study
14.4 BGP show Commands
14.4.1 show ip bgp
14.4.2 show ip bgp neighbors
14.4.3 show ip bgp summary
14.4.4 debug ip bgp

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