Question

Imagine you are an IT customer service specialist who has received a call from a users that he or she cannot access a folder or a file on the Windows network. In this discussion, you need to do the following:

1. Discuss the sequence of steps you would take to troubleshoot this call. Discuss three possible sources of the problem and suggest what you would do to solve them.

2. Discuss which of the following would be your Windows interface preference for servicing this call. What are the considerations?

-GUI Interface.

-Windows PowerShell.

-Windows Command Prompt.

Answer 1

1. Discuss the sequence of steps you would take to troubleshoot this call. Discuss three possible sources of the problem and suggest what you would do to solve them.

There are 3 different accounts of problem. For correcting the problem first we have to detect the problem. I am giving here, some suggestions to detect and correct the problem.

1. Check the power supply and local connections.
2. Use network troubleshooter.
3. Check for an IP address, is it valid or not.

1. Check the power supply and Check the local connections

In this step first you have to restart your personal computer as well as modem and the router connected to it. wait 60 seconds before you turn back on them for clearing the router and the modern caches. It just putting the connections only strongly connected mode. After rebooting check your cables, wires, which are connecting the devices to each other. If it is working then happy sharing, if it is not working then you have to go ahead to step second.

2. Use network troubleshooter

There is also a built in network troubleshooter which can automatically find and fix the issues regarding file/folder sharing. To run the troubleshooter for network problems, right-click the network icon in your ‘System Tray’ and choose Troubleshoot Problems. If your problem is solved after running trouble shooter, then you can start sharing files and folders. Otherwise step 3

3. Check for an IP address, is it valid or not

ernet Protocol Version 4 (TCP/IPv4) Properties General Alternate Configuration You can get IP settings assigned automatically if your network supports this capability. Otherwise, you need to ask your network administrator for the appropriate IP settings. iObtain an IP address automatically OUse the following IP address: IP address Subnet mask: Default gateway: OObtain DNS server address automatically OUse the following DNS server addresses: Preferred DNS server Alternate DNS server Validate settings upon exit OK

In this step you will check about an valid IP address. it will be good to ensure that you don't have any unknown IP address selected. Type ‘Network and sharing center’ in start menu search bar on the right side, you will see the connection settings, click on your connection whether it is wired or 'Wi-Fi'. Click properties and double click on internet protocol version 4. you are having two options about automatically getting details ’Obtain an IP address automatically’ option and ‘obtain DNS server address automatically’ . Also repeat the same procedure for Internet Protocol version 6, now all the details are automatically set up.

2. Discuss which of the following would be your Windows interface preference for servicing this call. What are the considerations?

-GUI Interface.

-Windows PowerShell.

-Windows Command Prompt.

Best windows interface preference for servicing Windows Command Prompt.

After confirming these details you should check to confirm that the router is providing a valid IP address. open the command prompt.

Type ipconfig

and wait for Ethernet adapter text( if it is a wired connection) or wireless LAN adapter ( for wireless connections)

IPv4 address will be like this 168.x. x.x.x. this means your computer is not getting an IP address that is valid to deal with this problem type following two commands

ipconfig / release

ipconfig/ Renew

if you continuously receiving the IPv4 address like 169.8 x.x.x. This is a router hardware problem, you should use a new router. If you are getting a valid IP address like 169. After using the command ipconfig. Type the following command to get connected with DNS servers like for Amazon server.

Ping 8.8.8.8

Now packet transformation will start, if it is not starting, Then there is a problem,

Now you have to type

Tracert 8.8.8.8

The above command will set the step by step path between source and destination. If the proper functioning is not yet started, then contact to onsite service engineer.