Harambee University

TVET CURRICULUM
HARDWARE AND NETWORK SERVICING (HNS)
Level III
Occupational Standard (OS)
Unit of Competence: Identify and Resolve Network Problems
Module Title: Identifying and Resolve Network Problems
LG Code: EIS HNS3 M08 1220 LO (1-3)
TTLM Code: EIS HNS3 TTLM08 1220v
Learning outcomes:
LO #3 Carry out maintenance support on identified problem

Dep’t of ICT :- Instructor Ayele. T

Information sheet 1. Conducting diagnostic tests around identified problem
Network diagnostics tools
One of the most important abilities for a network professional to develop is the
ability to efficiently troubleshoot network problems.
Good network troubleshooters are always in high demand. When
troubleshooting, many technicians use the OSI and TCP/IP networking models
to help isolate the cause of a problem.

Logical networking models separate network functionality into modular layers.

Each layer of the OSI or TCP/IP model has specific functions and protocols.

Knowledge of the features, functions, and devices of each layer, and how each
layer relates to the layers around it, help a network technician to troubleshoot
more efficiently.
 Fig. 3.1 OSI and TCP/IP model summary
Network Diagnostics Tools are simple software for real-time monitoring and fast
configuring of network devices, components, and appliances that can cause
critical issues when they go down.
Some diagnostic software gather data useful for network forensic analysis and
investigation with inspection of packet data, allowing tracking of intrusion or other
causes of network events.

The Network Diagnostic Tool is a client/server program that provides network

configuration and performance testing to a user’s desktop or laptop computer.

The system is composed of a client program (command line or java applet) and a
pair of server programs (a webserver and a testing/analysis engine).
Both command line and web-based clients communicate with a Web enhanced
server to perform these diagnostic functions. Multi-level results allow novice and
expert users to view and understand the test results.
Network Diagnostic Tool is a single stream performance measurement of a
connection’s capacity for “bulk transport” NDT (Network Diagnostic Tool) measures
“single stream performance” or “bulk transport capacity”. NDT reports upload and
download speeds and latency metrics.
 For example test the speed and health of your Internet connection to Box, follow
these steps to run a Connection Diagnostics test from within your Box account:
 Open the Account menu by clicking the profile image (or initials) in the upper
right corner. Click Account Settings.
 Select the "Diagnostics" tab
 Under the "Connection Diagnostics" section, click the "Run Test" button
 This will run a multi-step connection test to see if your connection is at an
optimum level.
When the test completes, you will see a short summary of test results. Because
most problems have simple causes, developing a clear idea of the problem often
provides the solution.
Unfortunately, this is not always true, so in this section we begin to discuss the tools
that can help you attack the most intractable problems.

Many software tools are provided with your UNIX system. You should also keep
some hardware tools handy.
To maintain the network's equipment and wiring, you need some simple hand tools.
A pair of needle-nose pliers and a few screwdrivers may be sufficient, but you may
also need specialized tools.
For example, attaching RJ-45 connectors to unshielded twisted pair (UTP) cable
requires special crimping tools.
Self - Check 1 Written Test
I. Fill Blank pace
1. ______Tools are simple software for real-time monitoring and fast configuring of
network devices, components, and appliances that can cause critical issues when
they go down.
2. ______is the process of identifying, locating and correcting problems that occur.
II. Short answer
1. What is a network diagnostics tool?
______________________________________________________________
______________________________________________________________
______________________________________________________________
 Information sheet 2. Completing maintenance in the line with
organizational guidelines
Maintenance procedures and other work-related documents should identify
preconditions and precautions, provide clear instructions for work to be done, and
be used to ensure that maintenance is performed in accordance with the
maintenance strategy, policies and programmer.
The procedures should normally be prepared in cooperation with the designers, the
suppliers of equipment, and the personnel conducting activities for quality
assurance, radiation protection and technical support.

They should be technically accurate, properly verified, validated, authorized and

periodically reviewed. Priority should be given to amending and updating
procedures in a timely manner.

The required level of skill and methods of procedure use should be stated.
Routine activities involving skills that qualified personnel usually possess may not
require detailed step-by-step instructions; they should nevertheless be subject to
control by means of organization rules and guidelines procedures.
 Maintenance services

When discussing the maintenance of the physical aspects of the technology

throughout its life span (generally 3-5 years for most equipment and
applications), it makes sense to think seriously about what maintenance
requirements actually entail.
The term "maintenance" refers to those preventive, diagnostic, updating,
replacements, and repair procedures that an organization undertakes to keep its
technology working effectively and efficiently.

Maintenance can be provided either by persons who are employees of the

organization or through outside contractors.
 Maintenance items might include:
 replacing wear-and-tear parts and consumable supplies
 repairing or replacing faulty components
 cleaning equipment
 monitoring the condition and functionality of networks and equipment,
including testing website access and links
 redeploying equipment
 updating or upgrading hardware and software, including installing new
versions of the operating system
 backing up stored files
 documenting trends and patterns in the use of applications or equipment
 removing and disposing of equipment and applications
 Hardware maintenance
The steps to be followed when carrying out maintenance of hardware will
depend on the device being maintained and the problem with it.

All maintenance is usually recorded on a log. This is used for statistical reports to
improve any future repairs on network components, and for budgeting estimates.

You also need to follow OH&S guidelines to ensure you do not cause any injury to
yourself or damage any of the computer components.

All tools and components need to be available before you start the task. When
any form of maintenance is required, it should be done at a time that is less
disruptive to users.
 Software maintenance
Again there are many tasks in maintaining servers and computer software and
these will be described in the associated manuals.
It is less likely that there will be specific procedures and documentation needs for
these processes, so you would need to review the organization’s procedures
manual to determine what is needed.
You need to ensure that software will run on the hardware that it is to be
installed on. It also needs to be compatible with other software on the computer.

Networked software needs to be tested from various computers on the network

before being released to users.
 Replacement and repair with minimal disruption
When maintenance takes place, users should be faced with only minimal disruption.
The period when no one can use the computers is known as downtime.
If work cannot be done outside of normal operating hours, a schedule should be
designed to minimize disruption by performing tasks at the least busy times.

This needs to be done by surveying users, or having them log times on the schedule
that best suit them. If the work affects all staff they need to be alerted well in
advance of the proposed maintenance schedule.
A disk crash or system breakdown often occurs when least expected. In many cases
the computer or component is required to be up and running within a very short
period, and expectations by users can be unrealistic.

More importantly, preventative maintenance, including the resources for up-date

and upgrades, may hopefully prevent such events as crashes or system
breakdowns and the disruption they can cause.
Having simple contingency plans can also avoid disruption.
Information sheet 3. Obtaining new components as part of the resolution
Obtaining new components
Continuous interaction with clients is crucial to determine exactly what they require
on their network to meet their organizational needs.
The help desk data base can also often inform IT staff as to what might need to be
purchased to overcome consistent problems or improve work flow.
New components may of course also be required because of breakdowns.
Once you have decided that new components are required, you need to contact
vendors that stock the component, obtain information as to warranty and licensing as
well as any technical specifications needed to check that the component is compatible
with other hardware and software on the network.
For fragile components, the delivery method and packaging of the component must
be appropriate and agreed upon also.
After this, the recommendations would normally need to be documented and
submitted to a supervisor or manager for approval.
Information sheet 4. Storing or disposing components
Stores Components
The cost of materials is one of the largest elements of cost. Proper storing of
materials is very important to prevent losses from damage, pilferage and
deterioration in quality of materials.

The stores must, therefore, be properly organized and equipped for the handling
of raw materials.
Material stored in maintenance store rooms can be grouped into five categories:

Major Spares these are the "insurance" items that are stocked for specific plant
equipment to guard against prolonged equipment downtime. It’s not uncommon
for about half the dollar value of maintenance stores material to be made up of
spare parts.
 The items in this category are:
 High cost, when compared with the cost of other stock items
 Entire assemblies/subassemblies for "vendor only" repairable items
 Specialized for use on one or a limited number of equipment items
 May be difficult to obtain promptly from suppliers
 Likely to have longer average turnover intervals than other stock items
 Used in equipment for which prolonged downtime is considered costly or unsafe
Compared with the relative certainty of normal stock usage, the need for major
spares or spare parts is somewhat of a gamble.
Computer network components are the major parts which are needed to install the
software. Some important network components are NIC, switch, cable, hub, router,
and modem. Depending on the type of network that we need to install, some
network components can also be removed.
 Disposal
It is important that equipment disposal procedures do not inadvertently
compromise information or networks.

Devices which have been involved in providing security functionality for a network
are likely to retain sensitive information within them, even when powered down.
The goal is to ensure that devices are unlikely to contain any recoverable user
information, and will not be able to reconnect to the encrypted network.
The following recommendations should be applied to all equipment involved
in providing the encrypted network service:
1. All certificates associated with a device (including operational, management and
maintenance) should be revoked prior to device disposal.
2. Any other credentials associated with a device should be changed or revoked as
appropriate.
3. The advice in our secure sanitization of storage media guide should be followed for
any devices that have handled decrypted information.
4. Factory resets or device wiping should be employed as a general precaution.
 Packaging must be created to encourage its safe and easy disposal by
consumers. Packaging should also be designed to reduce environmental hazards
including reducing toxicity and dangers to flora and fauna.

Waste Disposal
(1).The waste that cannot be re-used, processed or used as a source of energy shall
be disposed by using special operations for waste disposal

(2) Prior to the disposal, the waste shall be subjected to physical, chemical, thermal
or biological treatment in order to reduce its quantity, volume and negative impact
on the environment and on human life and health.

(3) Before a waste disposal operation is started, the waste shall be selected and
classified according to the List of Wastes.

(4) The waste that cannot be selected and classified according to the List of Wastes
must be assessed for its hazardous characteristics in order to decide how this
waste shall be handled.
(5) The disposal of waste shall be performed at specially designated sites and
locations, as well as in specially constructed premises and installations
intended for waste disposal that have obtained A or B integrated
environmental permit.

End Of LO3