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Troubleshooting Internet Connectivity in Windows XP Jeff Nemecek Technical Lead Consumer Support Organization Microsoft PowerPoint Presentation
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Troubleshooting Internet Connectivity in Windows XP Jeff Nemecek Technical Lead Consumer Support Organization Microsoft Corporation Troubleshooting Tools Troubleshooting Internet connectivity relies on the following tools: Device Manager Modem diagnostics Network diagnostics Ping

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Troubleshooting Internet Connectivity in Windows XPJeff NemecekTechnical LeadConsumer Support OrganizationMicrosoft Corporation

troubleshooting tools
Troubleshooting Tools
  • Troubleshooting Internet connectivity relies on the following tools:
    • Device Manager
    • Modem diagnostics
    • Network diagnostics
    • Ping
key components
Key Components
  • Connectivity device
  • Network connections
  • TCP/IP and DNS
  • Applications
connectivity device
Connectivity Device
  • Identify device type:
    • Analog modem
    • DSL/cable modem
    • Other connections
  • Type of connection determines troubleshooting
  • In all cases:
    • Obtain updated drivers
    • Check the Hardware Compatibility List: http://www.microsoft.com/hcl
analog modem
Analog Modem
  • Ensure that the modem is installed properly
    • Device Manager
    • Modem Diagnostics
  • Configuration:
    • Phone number
    • Dial settings
    • Search for errors in the Knowledge Base
dsl cable modem
DSL/Cable Modem
  • Determine connection method
    • Internal adapter?
    • External device connected through USB?
    • External device connected through network adapter?
  • Ensure that device is listed properly in Device Manager
  • Determine if PPPoE is needed
    • Clue is username and password
other connections
Other Connections
  • Satellite connections
    • Troubleshooting is similar to DSL/cable
    • Behaves like a network adapter
  • LAN connections
    • Check for proxy server
  • ISDN connections
    • Behaves like a modem
    • Special configuration requirements
network connections
Network Connections
  • Connection types:
    • Broadband (PPPoE)
    • Dial-up
    • Internet gateway (ICS)
    • LAN or high-speed Internet
  • Check the status of each connection
    • Red X?
    • Grey?
connection properties
Connection Properties
  • Properties for connection
    • Components in use
    • “Connect using” device
  • For PPPoE:
    • Check username and password
    • Test with new connection
  • For dial-up:
    • Check username and password
    • Check phone number and dial settings
    • Test with new connection
tcp ip and dns
TCP/IP and DNS
  • Most configurations use automatic addressing
  • If static, use address information provided by the ISP
check configuration
Check Configuration
  • Connection status
    • Support tab provides address information
check configuration 2
Check Configuration (2)
  • IPCONFIG/ALL - Command to display addressing
network diagnostics
Network Diagnostics
  • In Help and Support Tools
  • Tests connectivity to key addresses in the configuration
  • Check for:
    • Ping own IP
    • Ping default gateway
    • Ping DNS server
    • Ping mail server
network diagnostics details
Network Diagnostics Details
  • Drill down on failures
  • Use information to determine steps
  • In this case, DNS configuration
manual testing
Manual Testing
  • You can also use ping to test manually
    • Ping IP addresses
    • Ping names (e.g. www.yahoo.com)
errors in tcp ip
Errors in TCP/IP
  • No option to uninstall/reinstall
  • Recourse if something has damaged the TCP/IP stack:
    • Reset TCP/IP:netsh int ip reset c:\resetlog.txt
    • Resetlog.txt shows actions taken to reset
    • Can recover from improperly configured TCP/IP protocol settings
applications
Applications
  • Microsoft® Internet Explorer
  • E-mail
  • Firewall products
internet explorer
Internet Explorer
  • “The page cannot be displayed”
    • Check for a detailed message
  • Check proxy settings
    • Under the Tools menu, click Internet Options, and then click the Connections tab
  • Log on with another user account and test
e mail applications
E-mail Applications
  • Test to ensure that other applications can connect
  • Check server settings
  • Verify connectivity to server:
    • Network diagnostics
    • Ping mail server
firewall products
Firewall Products
  • When troubleshooting Internet connectivity:
    • Turn off Internet connection firewall
      • From the Network Connections folder, right-click the connection, click Properties, and click the Advanced tab
    • Uninstall other firewall software
      • Disabling is often not sufficient to turn off all components
  • Once connectivity has been restored, reinstall and enable
resources
Resources
  • Help and Support in Windows XP
  • Product Support Services http://support.microsoft.com
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