14.4.1.6 Lab – Remote Technician – Fix a Network Problem (Instruction)

14.4.1.6 Lab – Remote Technician – Fix a Network Problem

Instructor Note: Red font color or gray highlights indicate text that appears in the Instructor copy only.

Introduction

In this lab, you will gather data from the customer and then instruct the customer to fix a computer that does not connect to the network. Document the customer’s problem in the work order below.

Lab Setup

Answers Note: In this lab, the goal is to demonstrate the special skills needed to help a customer fix a computer remotely.

  • On the wireless router, set the “Maximum Number of Users” setting for DHCP to one less than the number of computers connected to the wireless router with Ethernet patch cables.
    Example: If you connect 4 student computers to each wireless router with Ethernet patch cables, set the “Maximum Number of DHCP Users” to 3. This setting is found under Setup > Basic Setup on the wireless router.
  • Clear the DHCP table on the wireless router so that each computer or mobile device needs to renew the IP address assigned by DHCP.
  • Renew the IP addresses of all the computers connected to the wireless router except for the computer that will be broken. Validate that the IP addresses fall in the DHCP range of the wireless router.
  • Renew the IP address of the “broken” computer. It will receive a 169.254.x.x address because the DHCP server has no more addresses to assign.

Work Order

Student Technician Sheet
Company Name:      JH Paint Supply
Contact:                        Jill Henderson
Company Address: 114 W. Main Street
Company Phone:     1-888-555-2143

Generating a New Ticket

Category: __Network_ Closure Code: ____N/A____   Status: Open
Type:      ____N/A____         Escalated: ____Yes____    Pending: ____N/A____
Item:      ____N/A____                                           Pending Until Date: ____N/A____
Business Impacting? (Yes / No) _____Yes_____
Summary ___One computer cannot connect to the internet, network shares, or network printers.__
Case ID#: _____50_____                           Connection Type: _____Wireless_____
Priority: _____2_____                                       Environment: _____N/A_____
User Platform: __Windows 10__

Problem Description:
All computers boot up properly. Computer does not connect to shares or the internet. Computer has not been moved. Cables are securely connected. Link lights are blinking.

Problem Solution:
Verified IP addresses on all computers. Renewed IP address on problem computer. Computer receives a 169.254.x.x IP address. Restarted computer. Restarted wireless router. Verified wireless router settings. Wireless router did not have enough IP addresses allocated to the wireless network in the DHCP scope to accommodate all clients. Changed the DHCP setting on the router back to the default of 50 IP addresses. Computer was shut down and rebooted. Confirmed IP address was in range. Verified connection to shares and Internet.

Student Customer Sheet

Use the contact information and problem description below to report the following information to a level-two technician:

Contact Information

Company Name:     JH Paint Supply
Contact:                    Jill Henderson
Company Address: 114 W. Main Street
Company Phone:    1-888-555-2143

Problem Description

Well, the problem does not always seem to be there. Typically, not all computers on the network are used all the time, so everything seems to be fine. On some busy days, every computer is being used, and there is always one computer that cannot connect. I cannot figure out what the problem is because it is not usually on the same computer. When a computer cannot make connectivity, I check to make sure all cables and connections are fine.

Note: After you have given the level-two tech the problem description, use the Additional Information to answer any follow-up questions the technician may ask.

Additional Information

  • Windows 10
  • The computer has no new hardware.
  • The computer has not been moved recently.
  • An extra computer was added to the network recently.
  • The computer looks the same as it did yesterday.

14.4.1.6 Lab – Remote Technician – Fix a Network Problem .PDF:


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