School wide Outage: Power outages, or area network outages, will also affect your schools network. Even if your school can connect to the internet, issues at other schools, or the network core, may affect some services. Voice mail and/or PA/Bells may not be available.
Symptoms: users at a school cannot connect to the internet or connect to services outside of the school's network such as email.
Troubleshooting Procedures: Verify that the core networking equipment in the MDF (Main Distribution Frame) is operating. Visually inspect the equipment and look for green indicator lights on the LED panel. Attempt to identify type and model number of the equipment which is not working.
If the equipment is not on, then the issue is likely power related. Verify that the UPS is functioning. If it is not, connect the equipment to one or more surge protectors, connected to a known working power outlet. Notify your custodial staff if it appears that the electrical connections are networking in the MDF.
Please follow the troubleshooting steps above before contacting me. Provide the following:
1. The scope of the outage - users and network services affected (Phone, WiFi, wired network, bells, etc).
2. Troubleshooting steps attempted.
Symptoms: users at a school cannot connect to the internet or connect to services outside of the school's network such as email.
Troubleshooting Procedures: Verify that the core networking equipment in the MDF (Main Distribution Frame) is operating. Visually inspect the equipment and look for green indicator lights on the LED panel. Attempt to identify type and model number of the equipment which is not working.
If the equipment is not on, then the issue is likely power related. Verify that the UPS is functioning. If it is not, connect the equipment to one or more surge protectors, connected to a known working power outlet. Notify your custodial staff if it appears that the electrical connections are networking in the MDF.
Please follow the troubleshooting steps above before contacting me. Provide the following:
1. The scope of the outage - users and network services affected (Phone, WiFi, wired network, bells, etc).
2. Troubleshooting steps attempted.
Building Outage: If there are a number phones and workstations in a particular building which cannot connect to the network the problem is likely localized in the building’s IDF (Intermediate Distribution Frame), where the network switches are located. In this case, gather as much information as possible before calling me.
Symptoms: Outage is localized to a particular building. The outage may affect all network serves, or maybe localized to a particular service such as phones or the WIFI network.
Troubleshooting Procedures:
1. First determine the scope of the outage - users, type of devices, services affected.2. Check the status of the switches and the UPS in the IDF.
3. Visually inspect equipment related to the outage - switch, phones, APs. Take note of anything unusual - no status or link lights, unusual status or link lights, etc.
4. If the issue is power/UPS related, connect the switches in the IDF to a surge protector which is connected to a known working electrical outlet.
5. If the switch(es) is getting power but does not seem to be providing devices a network connection reboot the switch(es) by removing the power plug from the outlet.
Please follow the troubleshooting steps above before contacting me. Provide the following information if you cannot restore services:
1. The scope of the outage - location, users impacted, and network services affected (Phone, WiFi, wired network, bells, etc).
2. Equipment suspected of malfunctioning - model no., identifier (switch label or AP no., switch ip address, etc)
3. Troubleshooting steps attempted.
Troubleshooting Resources
Networking Equipment Overview
UPS Troubleshooting Guide
Switch Troubleshooting Guide
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