Network troubleshooting is a vital skill for customer support professionals who deal with network-related issues on a daily basis. Whether it's a connectivity problem, a performance issue, a security breach, or a configuration change, network troubleshooting can help identify and resolve the root cause of the problem and restore the network service for the customers.

Network troubleshooting is not just a one-time fix, but a systematic and logical process that involves analyzing, testing, and optimizing various network components and parameters. Network troubleshooting can also help prevent future problems by monitoring the network performance and health, detecting anomalies and bottlenecks, and applying best practices and standards.

In this blog post, we will explain what network troubleshooting is, why it is important, what are some common causes of network problems, how to troubleshoot network issues using basic and advanced steps, and how to use network monitoring tools to facilitate and automate the process.

What is Network Troubleshooting?

Network troubleshooting is the process of measuring, identifying, and resolving network-related issues. It's also defined as a logical process network engineers or IT professionals use to improve the overall network operations .

Network troubleshooting can be applied to any type of network, from wide area networks (WANs) that span multiple locations and regions, to local area networks (LANs) that connect devices within a single building or campus. Network troubleshooting can also cover different layers of the network architecture, from physical devices and cables, to logical protocols and applications.

Network troubleshooting can be performed manually or automatically, depending on the complexity and severity of the problem. Manual network troubleshooting involves using various commands, tools, and techniques to diagnose and fix the issue. Automatic network troubleshooting involves using software solutions that can monitor, analyze, alert, and remediate network problems in real time.

Why is Network Troubleshooting Important?

Network troubleshooting is important as it helps IT managers understand network component issues, reduce downtime, and improve the network's Quality of Service (QoS) for users . With an effective and reliable network monitoring system, it’s easier to troubleshoot issues, identify network slowdown quickly, analyze latency metrics, trace packets, and more .

Network troubleshooting is also essential for ensuring business continuity and resilience. Today's networks perform more mission-critical business tasks than ever . Without robust troubleshooting and speedy resolution of issues, networks can suffer costly downtime. The cost of downtime includes reduced productivity and the economic impacts of disrupted or underperforming services, data breaches, and malware. These consequences can result in steep costs and cause long-lasting damage to brands .

Network troubleshooting can also help optimize the network performance and efficiency by identifying areas of improvement and suggesting upgrades or changes. Network troubleshooting can provide insights into the network usage patterns, traffic trends, capacity planning, security risks, and compliance requirements.

Common Causes of Network Problems

There are several reasons why network issues arise, such as a sudden spike in network bandwidth usage, security breaches, faulty hardware, and in-app configuration changes . Outlined below are a few reasons for network issues:

• High bandwidth usage: Higher bandwidth helps transfer data between devices over the internet faster. Downloading large files, shared folders, and video content creates congestion in the network due to high bandwidth usage. This leads to network slowdown issues .

• Faulty hardware: One of the most common network performance issues is the malfunctioning of routers, switches, cables, and more . All devices on the network must be configured correctly and tested regularly to ensure the smooth functioning of the network.

• High CPU utilization: CPU usage increases drastically when a larger number of network packets are received and sent throughout the network. A huge amount of traffic also overloads the network and requires high CPU utilization to execute the requests .

• Poor physical connectivity: It’s crucial to test all cables, since defective cables can generate errors as they’re linked directly to the interface of the network equipment . Cable damage can also lead to packet loss and the reduction of the amount of data flowing.

• Security breaches: Networks are constantly exposed to cyberattacks that can compromise their integrity and confidentiality. Hackers can exploit vulnerabilities in the network devices or protocols to gain unauthorized access, steal data, inject malware, or disrupt services .

• Configuration changes: Networks are dynamic systems that require frequent updates and modifications to adapt to changing business needs and customer demands. However, any change in the network settings or parameters can have unintended consequences that can affect the network performance or functionality .

How to Troubleshoot Network Issues and Best Practices

Network troubleshooting can be divided into two phases: problem identification and problem resolution. Problem identification involves finding out what is wrong with the network by collecting information and analyzing data. Problem resolution involves fixing the issue by applying the appropriate solution or workaround.

Basic Network Troubleshooting Steps

The following are some basic steps that can help troubleshoot network issues:

• Define the problem: The first step is to clearly define the problem by asking questions such as: What is the expected behavior? What is the actual behavior? When did the problem start? How often does it occur? Who is affected by it? What are the symptoms and error messages?

• Gather information: The next step is to gather information about the network by using various tools and commands such as ping, traceroute, ipconfig, netstat, nslookup, and more. These tools can help check the network connectivity, performance, configuration, and status of different network components and devices.

• Isolate the cause: The third step is to isolate the cause of the problem by using a process of elimination. This involves testing different hypotheses and scenarios to narrow down the possible causes and locate the source of the issue. For example, if a user cannot access a website, the cause could be a faulty cable, a misconfigured router, a DNS error, or a firewall blocking.

• Implement a solution: The fourth step is to implement a solution or a workaround to resolve the issue. This could involve changing the network settings, replacing a faulty device, updating a software, or contacting a vendor or service provider. The solution should be tested and verified before applying it to the entire network.

• Document and follow up: The final step is to document and follow up on the issue by creating a report that summarizes the problem, the solution, and the lessons learned. The report should also include recommendations for preventing or mitigating similar issues in the future. The report should be shared with relevant stakeholders and stored for future reference.

How Can a Network Monitoring Tool Help You Troubleshoot Issues Faster?

Network troubleshooting can be challenging and time-consuming, especially for complex and large-scale networks. A network monitoring tool can help you troubleshoot issues faster by providing you with:

• Visibility: A network monitoring tool can give you a comprehensive and real-time view of your entire network infrastructure and performance. You can see all your network devices, connections, traffic flows, protocols, applications, and users in one dashboard. You can also visualize your network topology and dependencies using maps and graphs.

• Alerting: A network monitoring tool can alert you when something goes wrong with your network by sending notifications via email, SMS, or other methods. You can customize your alert thresholds and conditions based on your network KPIs and SLAs. You can also set up escalation policies and workflows to ensure that the right people are notified and involved in resolving the issue.

• Analysis: A network monitoring tool can help you analyze your network data and metrics using various methods such as baselining, trending, forecasting, anomaly detection, root cause analysis, and more. You can also generate reports and dashboards that show your network performance history, trends, patterns, and insights.

• Remediation: A network monitoring tool can help you remediate your network issues by providing you with tools such as remote access, configuration management, patch management, backup and restore, automation scripts, and more. You can also integrate your network monitoring tool with other ITSM tools such as ticketing systems, incident management systems, change management systems, etc.

Conclusion

Network troubleshooting is an essential skill for customer support professionals who deal with network-related issues on a daily basis. Network troubleshooting can help identify and resolve network problems quickly and efficiently, as well as prevent future problems by optimizing the network performance and health.

Network troubleshooting is not just a one-time fix, but a systematic and logical process that involves analyzing, testing, and optimizing various network components and parameters. Network troubleshooting can be performed manually or automatically using various tools and techniques.

A network monitoring tool can help you troubleshoot issues faster by providing you with visibility, alerting, analysis, and remediation capabilities. A network monitoring tool can also help you monitor your network continuously and proactively to ensure smooth business operations and customer satisfaction.