The Internet

Chapter 21

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 Overview
• In this chapter, you will learn how to:
– Explain how the Internet works
– Connect to the Internet
– Use Internet application protocols
– Troubleshoot an Internet connection

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 How the Internet Works (1 of 4)
• Introduction
– The Internet is a network of networks
• Some of these networks are large, and others are tiny
– Backbone routers
• Sit along long-distance high-speed fiber optic networks
called backbones
• Connect to more than one other backbone router,
creating a framework for transferring massive amounts
of data
• Key reason for interweaving the backbones of the
Internet was to provide alternative pathways for data if
one or more of the routers went down
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 How the Internet Works (2 of 4)

Figure 21.1 Internet backbone connections between cities

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 How the Internet Works (3 of 4)

Figure 21.2 Message traveling from Houston to NYC

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 How the Internet Works (4 of 4)

Figure 21.3 Rerouted message from Houston to NYC

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 TCP/IP: The Common Language of
the Internet
• TCP/IP provides the basic software structure
for communication on the Internet
• TCP/IP provides the addressing scheme for
computers that communicate on the Internet
• TCP/IP suite provides the framework and
common language for the Internet
• TCP/IP enables communication and services
for building applications that enable humans
and machines to interface across vast
distances
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 Internet Service Providers
• ISPs connect us to the Internet
• ISPs come in many sizes:
– National companies such as Comcast
– Local shops such as Electric Power Board (EPB) of
Chattanooga in Tennessee

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 Connection Concepts (1 of 2)
• Connecting to an ISP requires:
– Hardware for connectivity
– Software (protocols)
• Governs the connection and data flow

• With most ISPs, a DHCP server will provide

your computer with the proper TCP/IP
information
– The router to which you connect at the ISP is the
default gateway

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 Connection Concepts (2 of 2)

Figure 21.5 Simplified Internet connectivity

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 Connecting to the Internet
• Computers commonly connect to an ISP
through their wired or wireless router
– Customer purchased router will have an Ethernet
connection to a box that interconnects it with the
ISP’s network
– Customer leased a router from ISP will often have
a built-in modem
– The connection to the ISP could use one of many
wired or wireless technologies
• The modem takes care of the details

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 DSL (1 of 3)
• Digital subscriber line (DSL)
– Connections to ISPs use a standard telephone line
with special equipment on each end
• Creates an always on Internet connection
– Service levels for DSL can vary widely
– Installation requires a DSL receiver (DSL modem)
• Must be within 18,000 feet of the closest main phone
service switching center
• Install the DSL receiver (DSL modem) and possibly hook
up a wireless router
• Install DSL microfilters
• Configure per ISP requirements
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 DSL (2 of 3)

Figure 21.6 A DSL receiver

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 DSL (3 of 3)

Figure 21.7 DSL connection

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 Cable (1 of 2)
• Cable Internet connections
– Theoretically available anywhere you can get
cable TV
– Connections start with an RG-6 or RG-59 cable
coming into your house
– The cable connects to a cable modem that then
connects to a small home router or your network
interface card (NIC) via Ethernet

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 Cable (2 of 2)

Figure 21.8 Cable connection

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 Fiber (1 of 4)
• DSL providers developed two popular services
– Fiber-to-the-node (FTTN)
– Fiber-to-the premises (FTTP)
• Both services provide Internet (and often
Internet and telephone services over the same
connection)
– Makes them head-to-head competitors with the
cable companies

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 Fiber (2 of 4)
• FTTN
– The fiber connection runs from the provider to a
box somewhere in your neighborhood
• This box connects to your home or office using normal
coaxial or Ethernet cabling
• FTTP
– Runs from the provider straight to a home or
office, using fiber the whole way
• Once inside the home or office, you can use any
standard cabling (or wireless) to connect your PCs to
the Internet

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 Fiber (3 of 4)
• AT&T’s Internet (formerly U-verse)
– Offers download speeds from 10 to 100 Mbps and
upload speeds from 1 to 20 Mbps for their FTTN
service
– AT&T Fiber is their FTTP service that gives you 300
Mbps to 5 Gbps for download and upload
• Verizon’s FiOS service
– Provides upload and download speeds ranging
from 300 Mbps to 1 Gbps
• Google Fiber offers a 1- and 2-Gbps
upload/download service
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 Fiber (4 of 4)

Figure 21.9 A Frontier FiOS FTTP ONT in my closet

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 Wi-Fi
• Wi-Fi (or 802.11 wireless) is so prevalent
– It’s the way many of us get to the Internet
• Wireless access points (WAPs) designed to
serve the public abound
– Coffee shops, airports, fast-food chains, and bars
– Even some cities provide partial to full Wi-Fi
coverage
– Most open networks do not provide any level of
encryption
• Easy for a bad guy to monitor your connection and read
everything you send or receive
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 Wireless Internet service provider
(WISP)
• Works like a traditional wired broadband
Internet service with a twist
– The last segment or two uses a point-to-point
long-range fixed wireless connection
• Customer installs a WISP provided antenna
and they are online
• WISPs don’t have to run cable to every home
they cover
– Provide cheaper service or provide service in
areas where other broadband providers aren’t
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 Cellular (1 of 6)
• First-generation devices are called 1G, second-
generation are 2G, followed by 3G, 4G, 5G
• Many technologies use G-names such as 2.5G
to show they’re not 2G but not quite 3G
– See these terms on your phones, primarily if
you’re not getting the best speed possible

Figure 21.10 iPhone connecting over 5G

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 Cellular (2 of 6)
• First generation (1G) of cell phone data
services was analog
– Not at all designed to carry packetized data
• Two fully digital technologies gained wide
acceptance in the 1990s
– Global System for Mobile Communications (GSM)
• GSM evolved into GPRS and EDGE (2.5G technologies)
– Code division multiple access (CDMA)
• CDMA introduced EV-DO (true 3G technology)

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 Cellular (3 of 6)
• UTMS, HSPA+, and HSDPA standards brought
GSM-based networks into 3G and 3.5G worlds
– Provide modest real-world download speeds of a
few (generally under 10) Mbps
• Now at the tail end of the fourth generation
• Long Term Evolution (LTE) technology now
dominates wireless services
– Generally accepted as a true 4G technology
– Feature theoretical speeds of up to 1 Gbps
download and 100 Mbps upload
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 Cellular (4 of 6)

Figure 21.11 Real-world LTE speed test

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 Cellular (5 of 6)
• 5G saw a big development push in 2018
– Rollout started in 2019
– IMT-2020 specs call for speeds up to 20 Gbps
• Both 4G and 5G can readily replace wired
network technology anywhere
• Mobile hotspot devices connect via cellular
– Share Internet access when away from home
– Hotspots can be dedicated devices or simply a
feature of a modern smartphone
– Using a hotspot is called tethering
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 Cellular (6 of 6)

Figure 21.12 Tethering in iOS

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 Satellite (1 of 3)
• Satellite connections to the Internet
– Get the data beamed to a satellite dish on your
house or office
• Providers used a small number of satellites in
very high-altitude geostationary orbits
– Covered massive sections of the globe with about
25 Mbps download and 3 Mbps upload speeds

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 Satellite (2 of 3)
• Coax cable runs from the dish to your satellite
modem
• Satellite modem has an RJ-45 connection
– Use to connect directly to your computer or to a
router
• Both satellites and the costs to develop and
launch them have shrunk
– Resulting in a surge of interest in satellite Internet
services that use a very large number of satellites
in low Earth orbit

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 Satellite (3 of 3)
• Several downsides for satellites
– Upfront cost of the dish and installation
– The signal can also degrade or drop entirely in foul
weather such as rain and snow
– Many providers also have usage limits
– Satellite latency
• How long it takes the signal to make the round-trip

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 Connection to the Internet (1 of 4)
• Two choices for an Internet connection:
– Connecting a single computer
– Connecting a network of computers
• Connecting a single computer
– For wireless, you connect to the WAP using the
provided information
• Perform security configuration
– For wired, you run a cable from whatever type of
box is provided to the computer

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 Connection to the Internet (2 of 4)
• Connecting multiple computers
– For wired, obtain a router with a built-in switch
and enough ports
• Plug the computer into a LAN port on the back
• Plug the cable from your Internet connection into the
port labeled Internet or WAN
– For wireless, obtain a SOHO (small office/home
office) router
• Most have four Ethernet switch ports for wired
connections
• Have one or more Wi-Fi radios for any wireless
computers you may have
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 Connection to the Internet (3 of 4)

Figure 21.13 Common SOHO router with Wi-Fi

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 Connection to the Internet (4 of 4)
• All home routers use a technology called
Network Address Translation (NAT):
– NAT presents an entire LAN of computers to the
Internet as a single machine by showing only your
public IP address
– NAT acts as a firewall, protecting your internal
network from probing or malicious users

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 Basic Router Configuration (1 of 8)
• Navigate to the router utility web page
• Enter the router username and password
credentials to open the router configuration
utility
– The router’s home configuration page displays
– From these pages, you can change any of the
router’s settings
• UPnP
• Changing Default Credentials
• Setting Static IP Addresses

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 Basic Router Configuration (2 of 8)

Figure 21.14 Router asking for username and password

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 Basic Router Configuration (3 of 8)

Figure 21.15 Configuration home page

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 Basic Router Configuration (4 of 8)
• Universal plug and play (UPnP)
– Finds and connects to other UPnP devices
– Common UPnP devices include media servers and
printers
– Feature enables seamless interconnectivity at the
cost of somewhat lowered security
– Leave it disabled if you don’t need it
• Changing Default Credentials
– Change defaults so that unauthorized users
cannot have access to the router

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 Basic Router Configuration (5 of 8)

Figure 21.16 Disabled UPnP option

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 Basic Router Configuration (6 of 8)

Figure 21.17 Changing the password

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 Basic Router Configuration (7 of 8)
• Setting static IP addresses
– In cases where you want a stable IP address to
host your own sites and service
– Most ISPs enable you to order a static IP address
(for an extra monthly charge)

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 Basic Router Configuration (8 of 8)

Figure 21.18 Entering a static IP address

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 Updating Firmware (1 of 2)
• Updating firmware
– Update the firmware of the router to the latest
version
– A firmware update gone bad can brick your
router. This rarely happens, but you should keep it
in mind when doing a firmware update

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 Updating Firmware (2 of 2)
• Figure 21.19 Firmware update page

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 Using the Internet
• Once you’ve established a connection to the
Internet, you need applications to get
anything done
• These applications all use one or more
application protocols to communicate with
the servers that power them

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 Internet Application Protocols
(1 of 5)
• Most application developers turn to well-
known application protocols
• Web browsers
– Use the Hypertext Transfer Protocol (HTTP) to
transfer Web pages and related resources
• E-mail clients
– Use Post Office Protocol 3 (POP3) or Internet
Message Access Protocol (IMAP) to receive e-mail
– Use Simple Mail Transfer Protocol (SMTP) to send
e-mail

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 Internet Application Protocols
(2 of 5)
• Each protocol has its own rules and its own
port numbers
– Hypertext Transfer Protocol Secure (HTTPS)
• Looks like HTTP from Web browser point of view
• HTTPS uses its own port: 443
• Web address starts with https

• Application protocols are those you see

• Utility protocols are those you don’t see

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 Internet Application Protocols
(3 of 5)

Figure 21.20 A secure Web page

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 Internet Application Protocols
(4 of 5)
Application Protocol Function Port
Number
HTTP Web pages 80
HTTPS Secure Web pages 443
FTP File transfer 20, 21
SFTP Secure file transfer 22
IMAP Incoming e-mail 143
POP3 Incoming e-mail 110
SMTP Outgoing e-mail 25
Telnet Terminal emulation 23
SSH Encrypted terminal emulation 22
RDP Remote Desktop 3389
SIP Voice over IP 5060

Table 21.1 Application Protocol Port Numbers

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 Internet Application Protocols
(5 of 5)
Utility Protocol Function Protocol Port Number
DNS Allows the use of UDP 53
DNS naming
DHCP Automatic IP UDP 67, 68
addressing
LDAP Querying TCP 389
directories
SNMP Remote UDP 161, 162
management of
network devices
SMB/CIFS Windows folder/file TCP 445
sharing UDP 137,138,139
NetBIOS/NetBT NetBIOS over TCP 137,139
TCP/IP UDP 137,138

Table 21.2 Utility Protocol Port Numbers

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 Browsing the Web
• To download resources
– Browser interacts with Web servers using the
HTTPS protocol on port 443 and HTTP on port 80
– It’s important to make sure browsers are secure

Figure 21.21 Mozilla Firefox showing a Web

page
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 Installing Browsers (1 of 2)
• Obtain a browser installer from a trusted site
– Operating system provider’s official app store
– Operating system’s package manager
– Browser vendor’s own Web site
• If browser installer downloaded on your own
– Take additional steps to verify it
• Verification process involves
– Hashing and/or code signing
• Verify software developer’s checksum
• Code signing involved a digital certificate

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 Installing Browsers (2 of 2)

Figure 21.22 Digital signatures (signed by

Google, LLC) for a Google Chrome installer
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 Browser Extensions and Plug-ins
(1 of 2)
• Most modern browsers support additional
extensions or plug-ins that modify or extend
how they work
• Common examples
– Extensions that restyle Web pages, save articles
for reading later, block ads, translate pages
• Each browser generally has one trusted
source for extensions
– An extension store just for the browser or the
operating system’s app store
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 Browser Extensions and Plug-ins
(2 of 2)
• Figure 21.23 Gesturefy extension settings in
Mozilla Firefox

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 Password Managers (1 of 3)
• Store your passwords and the accounts or
Web sites they’re associated with
• Can find them as
– Standalone password managers
– Password manager extensions for browsers
– Password managers directly built into modern
browsers
• Potential issue:
– Someone with physical or remote access to one of
your devices can log on to any of your accounts
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 Password Managers (2 of 3)
• Pros:
– Makes it easier to use a different, very strong
password for every account
– Can help you identify passwords that are weak,
used for more than one service, or have been
found in databases of stolen credentials

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 Password Managers (3 of 3)

Figure 21.24 Adding a password to the Bitwarden

password manager extension in Safari

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 Secure Connections and Sites (1 of 2)
• Make sure you have a secure connection with
every site
• In a secure connection:
– Server demonstrates that it is registered with a
trusted third party known as a certificate
authority (CA)
– Browser ensures the certificate is valid
• Then negotiates an encrypted connection to the server
– Problems are identified by the browser using a
visual indication that the connection may be
compromised
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 Secure Connections and Sites (2 of 2)

Figure 21.25 Certificate error in Safari

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 Pop-up and Ad Blockers (1 of 2)
• Pop-ups is a new windows that open when
you visit a site
– Generally contain ads
• Ability to block pop-ups and advertisements
– Built directly into some browsers
– Available from a browser extensions

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 Pop-up and Ad Blockers (2 of 2)

Figure 21.26 uBlock Origin obliterating ads in Firefox!

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 Browsing Data (1 of 3)
• Main kinds of data our browsers accumulate:
– A running list (history) of each page we visit
– Scripts running on sites we visit (i.e., cookies and
local storage)
– Site-specific settings and passwords we configure
– Form data (such as our postal address) that we
enable the browser to auto-fill
– Cached copies of recently downloaded resources
– A list of recently downloaded files

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 Browsing Data (2 of 3)
• Reasons to clean out this stored data
– Browser runs slower
– Privacy concerns
– Removes incomplete, incorrect, or simply
outdated data
• Important troubleshooting step
– Clear the cache, cookies, local storage, and any
other browser data for a site
• Users can use private-browsing mode to
disable some forms of data collection
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 Browsing Data (3 of 3)

Figure 21.27 Clearing browsing data in

Google Chrome (left) and Apple Safari (right)

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 Configuring Web Browsers (1 of 2)
• Browsers have a built-in settings menu
– Available in the main application menu
• Menus are very similar but differ from
browser to browser
• Google Chrome and Microsoft Edge
– Click the three-dot icon in the upper-right corner
of the browser and select Settings
• Mozilla Firefox has the icon in the same place
– Looks like a stack of horizontal lines
– Click it and select Option
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 Configuring Web Browsers (2 of 2)

Figure 21.28 Google Chrome Settings

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 Internet Options (1 of 3)
• Microsoft Internet Options
– Contains a grab-bag of settings that affect
Internet Explorer, Microsoft Edge, and potentially
any other program that uses the Internet
• As of June 2022 Internet Explorer is no longer
supported in the most common version of
Windows 10
• CompTIA exam objectives for Windows 10 still
test on the Internet Options applet content

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 Internet Options (2 of 3)
• The Internet Options applet has seven tabs
– General tab controls the most basic features of
Internet Explorer
– Security tab enables you to adjust security
settings for a particular zone
– Privacy tab controls privacy matters
– Content tab controls what is displayed
– Connections tab is for setting up a connection
– Programs and Advanced tabs
• These two are not used much today

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 Internet Options (3 of 3)

Figure 21.29 Internet Options applet

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 Communicating with Others
• CompTIA A+ 1102 exams only focus on the
two of the oldest and most business-oriented
ways to stay in touch with people:
– E-mail
– VoIP

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 E-mail (1 of 5)
• E-mail choices today
– Traditional ISP method
• Requires a dedicated e-mail application
– E-mail clients built into a device
– Web-based e-mail client accessible from any
device
• POP3 or IMAP server
– Computer that handles incoming (to you) e-mail
– Most mail happens through IMAP4
• SMTP server handles your outgoing e-mail
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 E-mail (2 of 5)
• Integrated Solutions
– Mobile devices have an integrated e-mail client
• Fully configured to work within the mobile ecosystem

• Web mail
– E-mail from any Internet-connected device
• Yahoo! Mail, Gmail, or Exchange Online

• Unified Internet Accounts

– Microsoft calls this feature Live sign in
• Organization E-mail
– Organization runs its own Exchange server
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 E-mail (3 of 5)

Figure 21.30 Web-based e-mail

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 E-mail (4 of 5)

Figure 21.31 Windows Mail

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 E-mail (5 of 5)

Figure 21.32 Mail applet in Windows 10

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 VoIP (1 of 2)
• Use Voice over IP (VoIP) to make voice calls
over your computer network
– Most common VoIP application protocol is Session
Initiation Protocol (SIP)
– Two popular ways to set up a VoIP system
• Using dedicated VoIP phones
• Or using a small VoIP phone adapter
– True VoIP phones have RJ-45 connections
• Plug directly into the network
• Offer advanced features such as HD-quality audio and
video calling

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 VoIP (2 of 2)

Figure 21.33 Arris VoIP telephony modem

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 Remote Access
• Take advantage of remote access technologies
– To manage servers and workstations
– Use them to train users or troubleshoot their
problems
• You will almost certainly need to configure
some resource to ensure it’s available
remotely

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 Telnet and SSH
• Telnet is a terminal emulation program for
TCP/IP networks that uses port 23
– Sends passwords and usernames as clear text
– Use Telnet as a last resort
• Secure Shell (SSH) has replaced Telnet
– SSH uses port 22, and the entire connection is
encrypted (tunneling)
– SSH is encrypted, but its security is only as strong
as your password

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 Remote Desktop (1 of 5)
• Provides remote access to a full graphical
desktop
• Some operating systems include a remote
desktop client
• Third-party remote desktop applications exist
that make use of:
– Remote Desktop Protocol (RDP)
– Virtual Network Computing (VNC)
• TightVNC is totally cross-platform
– Can run and control a Windows system remotely
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 Remote Desktop (2 of 5)

Figure 21.34 TightVNC in action

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 Remote Desktop (3 of 5)
• Windows offers an alternative to VNC
– Remote Desktop Connection
• Provides control over a remote server with a fully
graphical interface
• Microsoft Remote Assistance (MSRA)
– Enables you to give anyone control of your
desktop or take control of anyone else’s desktop
– Can do anything you would do from the actual
computer

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 Remote Desktop (4 of 5)

Figure 21.35 Windows Remote Desktop Connection dialog box

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 Remote Desktop (5 of 5)

Figure 21.36 Remote Assistance wizard

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 Video-Conferencing Software
• Make it easy for someone to share windows
or even their entire desktop with whoever
else is on the call
• Enable you to give someone else on the call
control of your desktop
• Can use this feature to help a user
troubleshoot a problem just like you would in
Remote Assistance

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 Virtual Private Networks (1 of 5)
• VPNs set up an encrypted tunnel between the
two point over the open Internet
– An encrypted tunnel requires endpoints
– Software running on a computer or a dedicated
Internet appliance must act as an endpoint
• VPNs require a protocol
– That protocol uses a tunneling protocol
• Adds the capability to ask for an IP address from a local
DHCP server to give the tunnel an IP address that
matches the subnet of the local LAN

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 Virtual Private Networks (2 of 5)

Figure 21.37 VPN connecting computers across the United States

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 Virtual Private Networks (3 of 5)

Figure 21.38 Typical tunnel

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 Virtual Private Networks (4 of 5)

Figure 21.39 Endpoints must have their own IP addresses.

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 Virtual Private Networks (5 of 5)
• Pro: VPN connections are convenient
• Con: They can give an attacker an easy way to
get into your network
– Especially if they steal a user’s credentials or a
user device configured to automatically log in

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 File Transfer Software
• Services exist to enable file sharing,
synchronizing, and transferring among
different users or among a single user’s
devices
• Examples:
– Dropbox, Apple iCloud, Google Drive, and
Microsoft OneDrive
• Pro: Alternative to opening up an entire
network to attack if credentials are swiped
• Con: Easier to leak sensitive files
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 Desktop Management Software
• Gives you a full suite of management tools
– Use to configure devices, update or install
software, open a remote desktop session to
interactively fix issues, enforce security policies,
manage user accounts, turn off idle systems—and
much more
• Also called software endpoint management
software
– Especially when the software also manages
mobile devices

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 Remote Monitoring and
Management (RMM)
• Builds on the capabilities of desktop or
endpoint management software
– Layering in robust monitoring and management of
your network
– Includes network devices and servers

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 Sharing and Transferring Files
• Common ways to share and transfer files
– File Transfer Protocol (FTP)
– TFTP
– SFTP

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 File Transfer Protocol (1 of 4)
• Emerged in the early 1970s as a way to
transfer files
– FTP uses ports 20 and 21
– Must use an FTP client to access an FTP site
• In 2021 Mozilla Firefox and Google Chrome
– Removed ability to access FTP servers through a
Web browser
• FTP servers require you to log on
– Public download-only use “anonymous”
– Information sent as clear text
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 File Transfer Protocol (2 of 4)

Figure 21.41 The Cyberduck FTP program running on macOS

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 File Transfer Protocol (3 of 4)
• TFTP
– Trivial FTP (TFTP) is an old, bare-bones file
transfer protocol
– Lacks many FTP features
• Authentication and listing files
– Not popular but good for downloading system
images to boot a device from the network
– Uses UDP port 69
– Has its own built-in mechanisms for avoiding
errors

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 File Transfer Protocol (4 of 4)
• SFTP
– Secure FTP network protocol transfers files over
an encrypted SSH connection
– Written as an extension of SSH
• Can find SFTP client and server support built into SSH
software such as the popular OpenSSH

Figure 21.42 OpenSSH

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 Embedded Systems
• Computers that do not look like computers
• Embedded systems have been built into all
kinds of stuff
– Appliances, game consoles, cars, medical
equipment, missiles, equipment in factories
• Over time, many of these computers have
evolved into networked smart devices
– Are both more capable and cause new problems

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 Industrial Control Systems
• Sophisticated industrial control systems (ICSs)
– Monitor and control many parts of factory
equipment, materials, and processes
• Specialized type of ICS exist for key industrial
technologies that tend to be distributed over
wide areas
• Supervisory control and data acquisition
(SCADA) systems
– Designed to manage processes that are spread
out over a wide area
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 The Internet of Things (1 of 3)
• Devices actively use the Internet all on their
own during their regular operation
– Refrigerators, thermostats, light switches, security
cameras, door locks, and smart speakers/digital
assistants, parking meters, vending machines, and
environment sensors
• We can access, configure, and command them
• Devices regularly use the Internet to:
– Report conditions, initiate credit card
transactions, download software updates

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 The Internet of Things (2 of 3)
• We can control a smart thermostat from any
device connected to the Internet
– Computer at the office or your smartphone on the
commute
• Nest thermostat features
– Can use the Internet all on its own
• To report when it ran the heater or air conditioner
• To automatically adjust its usage to the real-time price
of electricity in your area

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 The Internet of Things (3 of 3)

Figure 21.43 Wi-Fi details on a Nest thermostat (left)

and Nest smartphone app (right)

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 Internet Troubleshooting (1 of 2)
• Most Internet connection problems are
network connection problems
• Internet setup for a SOHO environment
– Box from your ISP such as a cable/DSL modem,
fiber ONT, etc.
– Box connects via Ethernet cable to a home router
– Router is usually 802.11 capable and includes four
Ethernet ports
– Some computers in the network connect through
a wire and some connect wirelessly

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 Internet Troubleshooting (2 of 2)

Figure 21.44 Typical SOHO setup

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 No connectivity (1 of 2)
• “No connectivity” has two meanings:
– A disconnected NIC
– An inability to connect to a resource
• In the case of “you’re on the Internet but you
can’t get to a Web site”, try these tests:
– Can you get to other websites? If not, go back and
triple-check your local connectivity
– Can you ping the site? If the ping is a fail, this
points to a DNS failure
• If DNS is OK, verify the URL
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 No connectivity (2 of 2)

Figure 21.45 Diagnosing a network problem in Windows 10

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 Limited Connectivity
• Limited connectivity points to a DHCP
problem, assuming you’re connected to a
DHCP server
– Run ipconfig and see if you have an APIPA address
– If you do, you either have problems with the
DHCP server or you are not connected to the
network
• If you don’t have a DHCP server and your
router is your DHCP server, restarting it
– Try setting up your NIC statically

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 Local Connectivity (1 of 3)
• Local connectivity means you can access
network resources but not the Internet
– This is a classic symptom of a downed DHCP
server
• You mPing your default gateway to see if it responds
• If it’s successful, look at its configuration through the
router’s configuration Web page—especially the WAN
side connection
– Might also have a problem with your router

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 Local Connectivity (2 of 3)

Figure 21.46 Router’s WAN IP address

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 Local Connectivity (3 of 3)

Figure 21.47 No WAN connection

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 Slow Network Speeds (1 of 3)
• Your Internet connection has a maximum
speed at which it can transfer
– If you divide that connection between multiple
programs trying to use the Internet, all of your
programs will connect very slowly
– Open a command prompt and type netstat, which
shows all the connections between your
computer and any other computer

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 Slow Network Speeds (2 of 3)
• If everyone on the network is getting slow
Internet connectivity, check the router
• You can control what’s going through your
router using Quality of Service (QoS)
– QoS enables you to limit the bandwidth for
certain types of data based on application
protocol, the IP address of a computer, and other
criteria

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 Slow Network Speeds (3 of 3)

Figure 21.48 QoS

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 Latency and Jitter
• Any real-time application can prove
unworkable if you have high latency
• The higher the latency the more problems
– Noticeable delays on VoIP calls
• Jitter is caused by latency fluctuations
– Can garble audio or video signals
– Can break the connection
• Can assess latency with tools like ping,
tracert/traceroute, pathping

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 Poor VoIP Call Quality (1 of 2)
• Many VoIP providers have a dashboard with a
call-quality metric that you can use to quickly
check for signs of obvious trouble
– Most VoIP problems could be on the other end
– For standalone VoIP phones try swapping the
phone out for another
– For conversation delays, check latency
– For choppy or distorted audio, check for jitter
– For low audio quality, check network congestion
or bandwidth
– Use QoS on the router
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 Poor VoIP Call Quality (2 of 2)

Figure 21.49 Call quality metric in GoTo Administration Panel

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