CSE Networking: OIT VLAN (Etherjack) Troubleshooting

For tickets regarding computers not connected to the Internet and on an OIT Vlan (etherjack), gather the following information:

Machine Name:  (customer needs to provide)

MAC address: (idoit, foreman or DHCP)

Jack Number:  (customer needs to provide, but idoit or macview can provide it)

Building: (idoit or customer provides)

Room Number: (idoit or customer provides)

User's Internet ID: (on TeamDynamix ticket or customer provides)

Troubleshooting

1. Ping the machine.
2. Connect to the machine using any method possible or go to the console of the machine.
3. From a browser on the machine, connect to www.umn.edu
   • If successful, test another URL
4. Go to mac view web site
5. Enter MAC Address & hit submit
   • This information will be displayed if a recent connection was made:
     (1)NTS Switch:
     (2)NTS Switch IP:
     (3)NTS Switch Interface:
     (4)VLAN:
     (5)MAC Address: 
     (6)IP:
     (7)IPv6:
     (8)VRF:
     (9)X500:
     (10)Time_last_seen:
     (11)Jack Number:
6. Make a note of the date and time (10).
   1. If time is within the last few minutes, DHCP is likely working and it is probably not a wired network issue
   2. If the time is not recent, the machine may have been down for a long time and it was never reported when it went down, but the time in macview is going to be a good indication of when the machine went down.
7. Check the status of the jack using the steps in CSE Networking: OIT-Managed Etherjack
   1. The host may be using a static DHCP address; check Service Gateway, Foreman, and idoit. 
   2. The host may be behind a private VLAN (MID-Workgroup will contain plan) and therefore not etherjack, so macview will not work.
8. If results show, note the VLAN.
   • Search https://assets.cse.umn.edu for the vlan number and record the subnet.
9.  Read all the results and make sure it all makes sense.