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Advanced Troubleshooting and Repair
Do the PCs perform adequately on the network—i.e., is this only a
problem affecting IP Phones?
- Is the problem an IP configuration issue on the IP devices—i.e.,
DHCP on PCs, DHCP on IP Phones or VLAN issue?
- Does it work by programming static IP addresses to the IP Phone?
To PCs?
- Can you route to the internet?
- Can you ping from PCs to all shared network devices (servers,
routers, printers, etc.)?
- Are PC file transfers extremely slow?
Where does the problem lie? Within the LAN infrastructure, WAN
infrastructure, routing between subnets (VLAN's), certain Layer 2
switches, certain ports on the Layer 2 switch, connection to the
SX-200 ICP, etc.?
Isolate (if possible and after hours). If the problem is reproducible, then
disconnect voice from the LAN (if it’s a data problem) or the LAN from
voice (if it’s a voice problem) and retry scenario.
Do you have a Network Analyzer (including an Ethernet Tap) that will
capture information such as broadcasts being received, runts,
collisions, network utilization, etc.?
- Is the problem experienced on one part of the network or
throughout? Don't assume only the person complaining has the
problem (try different areas of the network.
- Make connections or calls to the problem area with the Network
Analyzer attached and capturing information (one capture from
source, one capture from destination).