CCNP support exam certification guide

504 Pages·2001·4 MB·English

by  Ranjbar, Amir S

CCNP Support Exam Certification
Guide
Amir S. Ranjbar, MSc.
Cisco Press
201 W 103rd Street
Indianapolis, IN 46290 USA
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CCNP Support Exam Certification Guide
Amir S. Ranjbar, MSc.
Copyright© 2001 Cisco Systems, Inc.
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Published by:
Cisco Press
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Printed in the United States of America 1 2 3 4 5 6 7 8 9 0
First printing October 2000
Library of Congress Cataloging-in-Publication Number: 00-105174
ISBN: 0-7357-0995-5
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Publisher John Wait
Editor-in-Chief John Kane
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About the Author
Amir S. Ranjbar (CCNP) is an instructor and senior network architect for Global
Knowledge, Cisco’s largest training partner. He is a Certified Cisco Systems Instructor
(CCSI) who teaches the Cisco Internetwork Troubleshooting course on a regular basis.
Born in Tehran, Iran, Amir moved to Canada in 1983 and obtained his Bachelors degree in
Computing and Information Science (1988) and Master of Science degree in Knowledge
Based Systems (1991) from the University of Guelph (Guelph, Ontario). After graduation,
Amir developed software applications in the areas of statistical analysis and systems
simulation for a number of institutes such as Statistics Canada, University of Waterloo, and
University of Ottawa. Amir started his training career by joining Digital Equipment
Corporation’s Learning Services in 1995, and after a few years of working exclusively as a
Microsoft Certified Trainer (MCSE, MCT), he decided to shift his focus to Cisco Systems’
internetworking products. In 1998, Amir joined Geotrain Corporation, which was acquired
by Global Knowledge in 1999. Currently, Amir, already a CCNP, is preparing for the CCIE
examinations and is a full-time instructor for Global Knowledge. Among the courses Amir
teaches are Interconnecting Cisco Network Devices (ICND), Building Scalable Cisco
Networks (BSCN), Building Cisco Remote Access Networks (BCRAN), Cisco
Internetwork Troubleshooting (CIT), OSPF, and BGP. You can contact Amir by email at
[email protected].
About the Technical Reviewers
Elan Beer, CCIE #1837, is president and founder of Synaptic Solutions, Inc. For the past
14 years, Elan has held several key positions within the telecommunications industry,
including Senior Telecommunication Consultant, Project Manager, and
Telecommunications Instructor, as well as Canadian Training Manager with GeoTrain
Corporation, a multinational training and consulting organization. Through his global
consulting and training engagements, Elan is recognized internationally as a
telecommunications industry expert. Elan’s strong technical skills have enabled him to
attain several top-level industry certifications, including Cisco System’s top-level
certification, the Cisco Certified Internetwork Expert (CCIE). As one of the first product-
based public Certified Cisco Instructors in the world, Elan has utilized his expertise in
multiprotocol internetworking, LAN, WAN, and MAN technology, network management,
and software engineering to provide training and consulting services to many of Canada’s
top companies. As a senior trainer and course developer, Elan has designed and presented
intensive public and implementation-specific technical courses for clients in North
America, Europe, Australia, Africa, Asia, and Scandinavia.
Steve Kalman is a data communications trainer. He is the author or technical editor of 12
CBT titles and has been the author, technical editor, or trainer for eight instructor-led
courses. Steve is also beginning a new distance-learning project as both author and
presenter. In addition to those responsibilities, he runs a consulting company, Esquire
Micro Consultants, that specializes in data network design.
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Dedication
I would like to dedicate my first book to all those who strive freedom of thought, applaud
creative thinking, and respect others’ opinions. Among those are my parents, my wife Elke,
and other good family members and friends of mine, who are my treasures. I wish that my
children, Thalia, Ariana, and Armando, grow up to be independent, creative, and respectful
individuals, and hence, become treasures of tomorrow.
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Acknowledgments
I did not have the pleasure of getting to know or communicating with all of the individuals
that have put their valuable time and effort into this book, but I would like to use this
opportunity to sincerely thank each and every one of them.
Among those who I did directly work with was Brett Bartow, whose patience,
professionalism, and understanding I will never forget. Brett played a key role in the
development of this book from the very beginning. Thanks to Andrew Cupp for his sharp
eyes and valuable corrections and suggestions. Also, thanks to Howard Jones and Patrick
Kanouse. I feel very lucky that Elan Beer and Steve Kalman joined this team as the
technical reviewers.
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Contents at a Glance
Introduction xvii
Chapter 1 Support Resources for Troubleshooting 3
Chapter 2 Understanding Troubleshooting Methods 33
Chapter 3 Identifying Troubleshooting Targets 49
Chapter 4 Applying Cisco Troubleshooting Tools 101
Chapter 5 Diagnosing and Correcting Campus TCP/IP Problems 159
Chapter 6 Diagnosing and Correcting Novell Networking Problems 189
Chapter 7 Diagnosing and Correcting AppleTalk Problems 215
Chapter 8 Diagnosing and Correcting Catalyst Problems 241
Chapter 9 Troubleshooting VLANS on Routers and Switches 285
Chapter 10 Diagnosing and Correcting Frame Relay Problems 307
Chapter 11 Diagnosing and Correcting ISDN BRI Problems 345
Appendix A Answers to Quiz Questions 389
Index 460
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Table of Contents
Introduction xvii
Chapter 1 Support Resources for Troubleshooting 3
“Do I Know This Already?” Quiz 3
Foundation Topics 6
Network Media Test Equipment 6
Network Monitors 7
Protocol Analyzers 8
Network Management Systems 10
CiscoWorks 11
CiscoWorks for Switched Internetworks Software 12
TrafficDirector Remote Monitoring Software 12
Simulation and Modeling Tools 13
Cisco Connection Online (CCO) 13
Using CCO to Prevent Problems 15
Cisco Documentation CD-ROM 15
Cisco MarketPlace 16
CCO Software Library 17
Using CCO to Correct Problems 18
CCO Bug Toolkit 18
CCO Troubleshooting Engine 20
CCO Stack Decoder 20
CCO Open Forum 20
Escalation to Cisco Service and Support 22
CCO Case Management Toolkit 23
Foundation Summary 24
Q&A 26
Chapter 2 Understanding Troubleshooting Methods 33
“Do I Know This Already?” Quiz 33
Foundation Topics 36
The Importance of Using a Systematic Troubleshooting Method 36
ix
A Problem-Solving Model 36
Define the Problem 37
Gather the Facts 38
Consider the Possibilities 39
Create an Action Plan 39
Implement Your Action Plan 39
Observe the Results 40
Iterate the Process 40
Resolution 41
A Baseline Model of the Network 41
Foundation Summary 42
Q&A 45
Chapter 3 Identifying Troubleshooting Targets 49
“Do I Know This Already?” Quiz 49
Foundation Topics 52
Understanding Data Link Troubleshooting Targets 52
Troubleshooting Physical and Data Link Protocol Characteristics 52
Clearing Interface Counters 53
The show interfaces Command 54
The show interfaces ethernet n Command 55
The show interfaces tokenring n Command 62
The show controllers Command 64
The show controller token Command Section 1 65
The show controller token Command Section 2 66
The show controller token Command Section 3 66
Token Ring Soft Errors 67
The show interfaces fddi Command 68
The show interfaces atm Command 73
Cisco Discovery Protocol 75
Common Protocol Characteristics 76
Understanding Protocol Connection Troubleshooting Targets 78
TCP Connection Sequence 78
x
The show ip arp Command 79
Novell Connection Sequence 80
The show novell traffic Command 81
AppleTalk Connection Sequence 82
The show appletalk traffic Command 82
Foundation Summary 84
Q&A 90
Chapter 4 Applying Cisco Troubleshooting Tools 101
“Do I Know This Already?” Quiz 101
Foundation Topics 105
System Impact of Cisco Troubleshooting Tools 105
Cisco Routers’ Routing Processes and Switching Processes 105
Switching in 7000, 7500, 4000, 3000, and 2500 Series Routers 107
Switching in 7000 Series Routers 108
Switching in 7500 Series Routers 110
Netflow Switching 112
Switching in 4000, 3000, and 2500 Series Routers 112
Process-Switched Packets 114
Handling the Cisco IOS Debug Troubleshooting Tool 115
Using an Access List with Debug 116
Error Message Logging and Limiting the Display of Error Messages 117
show logging Command 121
Reachability and Step-by-Step Path Tests 121
ping Command (IP) (User and Privileged) 121
ping Command (IPX and AppleTalk) 124
traceroute Command (IP) (User and Privileged) 125
Information Needed by Technical Support 126
show version Command 127
Buffers and Queues 129
Buffers and Queues (Cisco 7000/7010) 130
Buffers and Queues (Cisco 4000/3000/2500) 132
show buffers Command 132