[SLAC: The Lab] Computer networking

Reporting Network Problems

Les Cottrell. Last Update: August 21, 2010
SLAC Computer Services (SCS) | Network Group | Computer Networking
Related sites
WAN Case Studies
Computing Outages
Comp-out mailing list
Diagnostic Steps
Reporting Problems
Request Tracker(RT)*
Page Contents
WAN Problems with Access to/from SLAC Local Area Network Problems
Reporting Phone Problems Reporting Non-network Non-phone Problems
Finding out about Problems Frequently Asked Quesions (FAQs)

For SLAC problems, typically the user will report the problem to their departmental admin. The departmental admin will do triage to gather information and decide who should be contacted. All network problems must report the coordinates (phone and email) of the contacts, the time and date of the start of the problem occurence, the name and IP addresses of the hosts involved (server and client), the user name (need for Visitor subnet registrations), connection kind (wireless, DSL/cable at home, modem, wired connection), if on SLAC wireless where on site the problem occurred, the application that was having problems, the Operating System of the users's computer, ping and traceroute* output from your host to the server, a description of the problem's symptoms, and if possible a Network Diagnostic Tool (NDT) report see here for a web accessible based tool for SLAC only users and here for offsite users. There is also a Linux command line version available from SLAC Linux hosts by running ndt-client -n nettest5.

Wide Area Network (WAN) Problems with Access to/from SLAC

Local Area Network Problems

Reporting Phone Problems

If your SLAC phone has a problem or needs repair, or you run into some other phone problem, then please use the Repair Request available from the SLAC Phone Request System (SPRS) web page, or call extension 2200. You will be asked to give your name, extension, building and room number, and the nature of the problem. You do not need to make this request through your ATOM. Do NOT report the problem to the Help desk. Normally repairs will be completed within a working day. If you need assistance with other Telecommunications services then see the Telecommunications Directory. ATOMs can find information on making requests etc. in the ATOM Training Manual. For more information on requesting phone services, see SLAC Phone Services.

Reporting Non-network, Non-phone Problems

Finding out about Problems

For information on reported problems, scheduled outages and changes, see below:

Frequently Asked Questions (FAQs)

SLAC computing services has several sources of answers to frequently asked questions. These should be consulted to see if the answer to your problem is already answered.
* Note that traceroutes to Windows hosts at SLAC will not complete since for security reasons SLAC Windows hosts block the UDP ports used by the traceroute probes. If you are running traceroute from a Linux host then you can use the -I option to utilize ICMP rather than UDP probes. If you are on Windows then using the tracert command will utilize ICMP probes and thus work.
+ An alias for net-admin@slac.stanford.edu is noc@slac.stanford.edu.
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