Ref: 11020033
Title: Troubleshooting 3+Open and DOS Netstations
Date: 4/3/91

Copyright 3Com Corporation, 1991.  All rights reserved.

Supporting a network requires a great deal of knowledge about all the
parts of the network, from the cabling to the software applications.
If there is a problem on the network, it can be difficult to know what
information you need to solve it.  Following are questions that 3Com
Technical Services uses to troubleshoot general network problems with
3+Open and with DOS netstations.  You can use these questions to assist
in your own troubleshooting or when preparing to call 3Com Technical
Services.


1.  How was the error created?

2.  What was the error message on screen?

3.  What was the error message in NET ADMIN error log?

4.  What was the error message in NET ERROR?

=============================================================
General Configuraton:

Products in use       Version
3+Open       ______   _____    Protocol on Server_______________
Maintenance update:   _____   Protocol on Wksta _______________
3+Open for Mac_____   _____    If XNS, where is Locator:_________
3+Open TCP   ______   _____    What is Route 1 parameter________
3+Share      ______   _____    How much free space on C$________
OS/2 Version ______   DOS Version _______ Memman=_______________
3Servers in use: ________________________ Diskcache=____________
Services installed:____________________________________________
PC Servers in use:__________________ Concurrent:___Adapter_____
How many total servers: _____  Is this the only one with the problem:_____
How many workstations in use: _______ Which adapters:_________
Basic Wksta____Enhanced Wksta____OS/2 ____Concurrent_______
How many Macintosh Workstations in use:___________
Printers in use: ______________________________________________
Modems in use: ____________ Cabling in use:  _______________
Is this a new installation? ___________________________________
Was it working before?_______ Changes made?____________________
Any other operating systems on net?  (NetWare, Banyan, UNIX, etc.)



Troubleshooting a DOS Netstation:

1.  How do you describe the problem?

2.  What do you think may be the cause of the problem?

3.  Has the configuration ever worked?

4.  How frequently does the problem occur?

5.  How do you recreate the problem?

6.  How widespread is the problem?

7.  If the problem began happening recently, what changed on the system
just before the problem started?

8.  Do you have a similar configuration which does not have the
problem?

9.  Are there any configuration differences between a non-working and
a working unit?

10.  Have you run the hardware self-tests?

11.  Have you moved the malfunctionig netstation to a known working
network connection?

