Running head: TROUBLESHOOTING

Troubleshooting Techniques for Servers

Jacob Anders, William Barr, Martty Chesterfield, and Christopher Frode-Hansen
Bellevue University

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Troubleshooting Techniques for Servers

Introduction

CompTIA Troubleshooting Method

A. Identify
1. What is/are the problem(s)?
2. Make a list of the symptoms and brainstorm possible causes.
3. Determine if anything has changed recently?
a. New software installed?
b. New users added to the network?
c. Update to hardware/ cabling?
4. Question other Users on the system.
a. What are they experiencing during these problems?
b. Have they tried anything that alleviates the issue?
5. Gather information about the problem(s).
a. What do you already know?
b. What do you need to know more about?
B. Recreate
1. In a controlled setting, see if you can duplicate the issue(s).

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a. Document what you are trying and outcomes, or effects.
b. Gather additional information to confirm recreated scenario mimics what is being
experienced on the network.
2. Recreating issue under these controlled conditions will allow for proper diagnosis
C. Isolate
1. If there are multiple problems
a. Isolate them individually
b. Establish a single approach to each issue.
2. Look for links between issues.
a. One problem may be masked by a much larger problem.
b. One problem may be causing multiple issues.
3. Narrow it down to most probable cause
4. Identify what is most likely while keeping in mind all other possible causes.
D. Describe
1. Simplicity versus Complexity
a. Keep in mind the philosophy of Occams razor.
b. The cause with the least assumptions should be addressed first.
2. List possible solutions to the described cause.
a. Start with the simplest, or most obvious.

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b. Develop best guess, or Hypothesis.
c. Define the cause and any precursors that have led up to the problem.
3. Identify expected outcomes from application of best guess solution.
a. Will this fix the problem completely?
b. Is this a temporary fix until a much more thorough fix is applied?
4. Is outside expertise or third party assistance required?
a. Is solution outside our general scope, or capability?
b. Do we have the right equipment/personnel to implement?
E. Test
1. Develop experimental steps that are logical and progressive.
a. Be certain that steps designed actually test your hypothesis.
b. Control all other variables while manipulating just the tested variable.
c. Avoid testing multiple variables or multiple hypotheses at once.
2. Run test under controlled conditions outside the network.
a. Fish bowl technique
b. Observe the cause and evaluate if expected issues occur.
3. Analyze the data to determine if connections can be made between cause and effect.
a. Identify to the degree in which solution fixes the issue or problem.

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b. Are there lingering issues not resolved?
c. Do unexpected conflicts develop?
4. Evaluate hypothesis for success.
a. Do we need to re-evaluate if conflicting data is collected?
b. Do we scrap hypothesis for another one?
c. Did hypothetical solution fix the problem(s)?
F. The Fix
1. Apply experimental solution to the network in real time.
2. Plan implementation with as little impact on company/end-users as possible.
a. Will we implement during non-working hours?
b. Will we need to shut down network to apply solution?

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3. Develop multiple plans of action.
a. Have a back-up plan in case unforeseen issues develop.
b. What if implementation takes longer than expected?
G. Follow Up
1. Run diagnostic of network
a. Check if implementation of solution has worked.
b. Survey end-users to see if solution is working.
2. Run network metrics
a. Determine if network operations have returned to normal.
b. Compare to baseline metrics prior to onset of issues.
3. Identify and implement preventative measures.
a. Do we need to create a new set of user standard operating procedures?
b. Retraining of key personnel?
4. Document the entire process from start to finish for continuity.
a. It is important that all information is documented so that future issues may be
circumvented faster.
b. If new personnel are acquired, they will not have to re-invent the wheel if and when
similar problems develop.
Hardware Troubleshooting Tools

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In this section I will be discussing some of the common hardware troubleshooting tools
used in troubleshooting a server. The first one up is a POST Card. When a computer or server
boots up, a POST (Power On, Self-Test) occurs. This test checks all of the hardware of the
machine and makes sure everything is working correctly. A POST card gives the ability to
monitor and diagnose this startup test. These cards can be added in the PCI expansion slot on the
motherboard.
If a hardware device is suspected to be bad, or for whatever reason the voltage, current,
or resistance need to be measure on the mother board or any electronic device for that matter,
there are two tools that can be used for measurements: a multimeter and a logic probe. A
multimeter is a handheld device with two leads (ground and hot) that can be used to measure
these levels. There are generally different settings on a multimeter so they can be adjusted
depending on what is being measured and to what level. A logic probe can also be used to check
for electronic signals across a digital circuit. The pulse detecting electronic even has a pulsestretching circuit so even the smallest signaled can be detected. A logic probe displays its
information by way of LED signals.
If there are suspected network issues, a loopback adapter can be used to simulate a
network card for testing a network cable or connection. There are also advanced and very
expensive network cable testers that can perform all sorts of troubleshooting actions. These
testers can be used as a tone and probe to locate the other end of a cable, they can check for
communication between the pairs of wire within a cable, and can even tell you the exact type and
length of a cable.
If the memory of a system is suspected to be bad, they do make memory testers.
However, these testers are not very accessible to the average person. A low end tester costs

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around $30,000, while a high end tester can cost up to $1,000,000. Most memory manufactures
will have one of these testers mounted in their factories, but it is usually much more cost
effective to just try replacing the memory.

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Software Troubleshooting Tools

I.

Manufacturers Utilities

II.

Task Specific Utilities

III.

Utility Suites

Typical Problems and Common Solutions

This section will cover typical problems that you might possibly face when
troubleshooting servers, as well as discussing some of their common solutions. Boot Failure can
be one of the most frustrating problems that you might face, simply because you cannot use
many of the aforementioned diagnostic utilities. The first rule of troubleshooting a dead system
should always be to check for power. You dont want to waste time checking a lot of
components if the computer is not even plugged into an outlet. It is also a good idea to check if
the breaker is tripped and that the surge protector is working.
If the system has power, you may need to remove all the components and replace them
sequentially to see which one has a problem. If the computer completes a POST successfully,
there are many different errors that can be experienced. The causes can range from loose cables
to a corrupted Master Boot Record (MBR), and these errors all have a distinct error message that
will display onscreen.
Random Access Memory (RAM) problems typically occur after installing new or
additional memory sticks. One of the most common causes of memory errors is using the wrong
kind of memory, which can either cause the new memory not to be recognized or crash the entire
system. Sometimes one of the new memory sticks is faulty, and swapping it out may solve the
problem.

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Hard drive problems can come in a variety of assorted flavors. If a drive is newly
installed, it must be properly formatted before using it. Check for loose cables, and check the
jumpers for proper Master/Slave settings. If you have an existing hard drive that is making
strange noises, it is probably time to replace the drive just make sure to copy all the data from
the drive.
Motherboard issues are difficult to troubleshoot because of their seemingly random
occurrences. It could be something that can be fixed in the BIOS setup, but you may have to
check on the manufacturers website for support. Processor problems are usually misdiagnosed,
and often are indicative of another problem. The two best things to check are whether the
processor is properly seated and if it is properly cooled.
Problems with graphics adapters are typically driver issues, but you may have to replace
the video card. Dont overlook the monitor cable if it isnt connected, it will not work as
advertised. The I/O ports can be troublesome to detect because it can be difficult to tell whether
the problem is the port or the device that is plugged into it. Hardware conflicts can often be a
reason, as well as CMOS settings that need adjustment.
A power supply unit (PSU) can be extremely difficult to identify because they usually
cause errors that are incorrectly identified. If the problem actually is the PSU, you will probably
need to replace it unless you can get by with just replacing the PSU fan.
Conclusion

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References
Anthony. (2015, January 16). CompTIA Six-Step Troubleshooting Process. Retrieved from
https://www.aandzcomputerrepair.com/comptia-six-step-troubleshooting-process/
CareerStep. (2013, March 25). Computer Troubleshooting Steps & Tips: CompTIA Theory.
Retrieved from http://www.careerstep.com/blog/technology-news/troubleshooting-aproblem-a-how-to-approach
Graves, M. (2009). The Complete Guide to Servers and Server+. Cengage Learning.
Kikugawa, S. (2015, July 8). Hardware Troubleshooting Guide. Retrieved from Maximum PC:
http://www.maximumpc.com/hardware-troubleshooting-guide/
Messer, J. (2015, May 7). Network Troubleshooting Methodology CompTIA Network+ N10006 4.1. Retrieved from http://www.professormesser.com/network-plus/n10006/network-troubleshooting-methodology/
Posey, B. (2011, July 6). Tips for Troubleshooting Physical Hardware Problems in a Virtual
Datacenter. Retrieved from Redmond Magazine:
https://redmondmag.com/articles/2011/07/01/troubleshooting-physical-hardwareproblems-in-a-virtual-datacenter.aspx
Woligroski, D. (2012, January 10). Power Supply Troubleshooting: Basics, Overloading,
Cooling. Retrieved from Tom's Hardware: http://www.tomshardware.com/reviews/powersupply-protection-calculate-consumption,3066-5.html