Chapter 3: Determining The Scope Of A Problem - Avaya 2330/4134 Troubleshooting Manual

Chapter 3: Determining the scope of a
This chapter provides information necessary to narrow the cause of a problem to such areas as router
operation, router software, the physical layer, the data link layer, or the network layer. Subsequent
chapters provide instructions on how to further isolate and solve problems in each category. The
instructions in this chapter will help identify which chapters to go to after determining the scope of a
problem.
To ensure you always have current troubleshooting techniques and information, check the Avaya
Technical Support web site regularly for updates to Avaya Secure Router 2330/4134 Troubleshooting
(NN47263-700), including updates for SIP Media Gateway and VoIP troubleshooting:
http://www.avaya.com/support
You can determine the scope of a problem by answering the following questions:
1. What are the symptoms of the problem?
The more information you have about the symptoms of the problem, the more easily you can
identify the cause.
Note that the symptoms of a problem and the underlying cause of the problem are not
necessarily the same. For example, if you cannot ping the router, the symptom is that you
cannot ping the router, while the cause may be a loose cable.
2. When did each symptom begin?
Write down the time you learned about each symptom. Examine the event log for event
messages that indicate when the problem occurred. Read the event message descriptions for
clues.
3. What recent changes could have contributed to the problem?
• Reconfiguration?
• Moved nodes?
• Added segments?
• Increased traffic?
4. Are you using a workaround to prevent the symptoms from occurring? If so, what?
Consideration of the workaround you are using may help you to isolate the problem.
5. Which end stations are involved?
Identifying the end stations involved can help you to determine the scope of the problem.
Troubleshooting
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