Chapter 10: Supporting Network Connectivity

Exam Objectives in this Chapter:

• Troubleshoot TCP/IP

  • Answer end-user questions related to configuring TCP/IP settings

  • Configure and troubleshoot manual TCP/IP configuration

  • Configure and troubleshoot automated TCP/IP address configuration

  • Configure and troubleshoot Internet Connection Firewall (ICF) settings such as enable and disable

• Troubleshoot name resolution issues

  • Configure and troubleshoot host name resolution issues on a client computer

  • Configure and troubleshoot NetBIOS name resolution issues on a client computer

• Configure and troubleshoot remote connections

  • Configure and troubleshoot a remote dial-up connection

  • Configure and troubleshoot remote connections across the Internet

  • Configure and troubleshoot end-user systems by using remote connectivity tools

  • Use Remote Desktop to configure and troubleshoot an end user’s desktop

  • Use Remote Assistance to configure and troubleshoot an end user’s desktop

Why This Chapter Matters

Whether in the home or in a business, you are likely to find networked computers. As a desktop support technician (DST), your responsibilities are to help users connect computers to a network and to troubleshoot network problems when they occur. This chapter provides an overview of Transmission Control Protocol/ Internet Protocol (TCP/IP), the networking protocol that is used on the Internet and on most local area networks (LANs). This chapter also teaches you to configure and troubleshoot network connectivity on a computer running Microsoft Windows XP. You will learn how to protect a network computer with Internet Connection Firewall (ICF). Finally, this chapter introduces you to using Remote Desktop and Remote Assistance to help troubleshoot computers from a remote location.

Lessons in this Chapter:

• Lesson 1: Overview of TCP/IP

• Lesson 2: Troubleshooting Network Connectivity

• Lesson 3: Supporting Internet Connection Firewall

• Lesson 4: Using Remote Troubleshooting Tools

Before You Begin

Before you begin this chapter, you should have experience working in a Windows operating system and a working knowledge of the Windows XP interface. You need to be generally familiar with networking technology and should also have a computer running Windows XP on which you can experiment with changing various settings.

Note

The information and procedures in this chapter are based on a default installation of Windows XP Professional. Some of the information and procedures might change if you have installed Windows XP Service Pack 2. For more information on Windows XP Service Pack 2, see Appendix A, “Windows XP Service Pack 2,” on the Supplemental CD-ROM.