Configuring for Internet access 1

[SteveHigh]

Hello

I am to have an interview for a job shortly which, I know, will involve a question on a user who is not able to connect to the Internet. If someone calls a company helpdesk and asks for assistance, I will need to know how to respond.

I have checked all the physical connections and found them to be fine, checked that only this user has a problem, and that there is no problem with accessing that particular Web page from any other PC.

To ensure that TCP/IP is configured correctly, the helpdesk could ping 127.0.0.1 in cmd prompt. If the ping
was successful, it would suggest that TCP/IP is set up correctly, in which case I would check the LAN settings:
Tools | Internet Options | Connections | LAN settings.

If TCP/IP is not configured correctly, the helpdesk could remote on to the user's workstation and try to configure it:

Control Panel | Network Connections | Properties | TCP/IP | Properties, and usually Obtain an IP Address Automatically would be check (if the network is set up to a DHCP server). It might also be worth checking at this point the user's IP address (ipconfig in cmd prompt), because if it returns a 169 address the computer is getting its IP address from APIPA (suggesting the DHCP server is down).

Does this sound about right?

Many thanks.

Steve

 

[vacunita]

All except for this:

If TCP/IP is not configured correctly, the helpdesk could remote on to the user's workstation and try to configure it:

If the TCP/IP is not working correctly, how do you expect to remote in?

The first thing the HelpDesk should do is ping the user's machine if they know the IP address. Pingin 127.0.0.1 form anywhere but the user's smachine will just test for that location's TCP/IP, not the user's.

You would need to ping the user's actual IP address, or have the user Ping 127.0.0.1 themselves. That way you make sure TCP/IP is working, and DHCP is working.

If you can't ping everything else is pointless.

So Having the user check for that should be the first thing to do.



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Ignorance is not necessarily Bliss, case in point:
Unknown has caused an Unknown Error on Unknown and must be shutdown to prevent damage to Unknown.

 

[PRPhx]

Also have the user open a command prompt. Then have the user type: ipconfig and have the user read the results. Are they what you expect? If not, have the user type: ipconfig /release and press enter. Then have the user type: ipconfig /renew and press enter. This will reset the ip address. Can the user get to the internet now? If still no, try rebooting the pc.

 

[linney]

TCP/IP Troubleshooting: A Structured Approach - Part 1: An Introduction

http://www.windowsnetworking.com/ar...roubleshooting-Structured-Approach-Part1.html

How to troubleshoot wireless network connections in Windows XP

http://support.microsoft.com/kb/313242/EN-US/?FR=1

How to troubleshoot TCP/IP connectivity with Windows XP

http://support.microsoft.com/default.aspx?kbid=314067

How to troubleshoot network connectivity problems

http://support.microsoft.com/default.aspx?scid=kb;en-us;325487&FR=1&PA=1&SD=HSCH

How to determine and recover from Winsock2 corruption

http://support.microsoft.com/?kbid=811259

WinXP Connectivity Issues
faq779-4625

 

[SteveHigh]

Very many thanks to you all - and for the great links.

Much appreciated and fingers crossed!

Steve