Wow, that's fantastic. All good things to chew on. Thanks!
Norman On Wed, Mar 1, 2017 at 12:41 PM, Bryan Sherwood <[email protected]> wrote: > We take a slightly different approach to what has already been shared when > it comes to students. When students in either a residence hall or other > campus building call in, our student employees on the phone collect the > following: > > · Drivers (check for updates, ensure that correct drivers are > installed) > > · Power Settings (ensure that maximum performance is chosen for > battery and plugged in) > > · Delete/Re-Add Saved Wireless Networks > > · Disable Link-Layers > > · Disable Printer/File Sharing > > > > If the issue can’t be resolved there, they send it on to our full-time > helpdesk staff. We ensure that there’s not an obvious issue (major > interference detected by the nearest WAP, WAP unplugged or otherwise not > functioning as expected) with our access to Cisco Prime Infrastructure. We > also look at the client in Cisco to see if they are connecting over 2.4 or > 5GHz, etc. If there isn’t anything obvious, we then schedule an appointment > with one of our student employees in the field. They have different > training then our phones techs and regularly handle wireless network issues. > > > > In the field, we ask our student techs to collect the following: > > > > · Document Client Info: > > o What is the student's primary band? (5.0GHz or 2.4GHz) > > o Record and label all device MAC addresses with limited connectivity. > > · AirCheck (for ResNet and for ResNet-Alt): > > · ResNet: Strongest 2.4GHz (g/n) AP dBm: SNR: AP Name/MAC address: > > · ResNet: Strongest 5GHz (a/n) AP dBm: SNR: AP Name/MAC address: > > · ResNet-Alt: Strongest 2.4GHz (g/n) AP dBm: SNR: AP Name/MAC > address: > > · ResNet-Alt: Strongest 5GHz (a/n) AP dBm: SNR: AP Name/MAC > address: > > · Does the Aircheck show varying dBm? > > · Does the Aircheck show non-802.11 interferers in the "Channels" > menu? > > · Does the AirCheck show any rouge APs/Printers? (Include names > of networks, channels, dBm) > > · On MacBook Air: > > o Check connection speed: <Link removed> 10MB file. > > o Time to download file: > > o Does the MacBook Air stay connected to the AP? > > § If not, how long does it stay connected? > > > > Our techs use Netscout Airchecks > <https://www.amazon.com/NETSCOUT-AIRCHECK-Display-Operating-Temperature/dp/B003JZ076U?sa-no-redirect=1> > to collect much of this information. > > > > Once we collect that information, the helpdesk full-time staff work with > our network engineers for further solutions. Many times this involves a > power level change, WAP relocation, or additional WAP being added. We are > always the ones to communicate with the end-user. > > > > This generally works well, as we’re able to filter out many client-side > issues before they reach our network engineers. For more complicated > issues, we may also coordinate to have a network engineer meet us in the > field for additional troubleshooting or analysis. > > > > -- > Bryan Sherwood > > End-User Computing Specialist, Sr. > > Student Technology Center > > Information Technology Services > > Northern Arizona University > > > [image: logo-email-sig] > > -----Original Message----- > From: The EDUCAUSE Wireless Issues Constituent Group Listserv [mailto: > [email protected]] On Behalf Of Norman Elton > Sent: Monday, February 27, 2017 4:13 PM > To: [email protected] > Subject: [WIRELESS-LAN] Helpdesk Troubleshooting of Wireless Issues > > > > I'm curious if people can share their delineation of duties between the > support organization (help desk) and the network administration > (engineering, etc) teams, especially as it surrounds the triaging and > troubleshooting of wireless connectivity issues. > > > > What is expected from the support organization before an issue is > escalated? Who communicates with the end user? What tools, resources, and > training are made available to techs? Are all support techs qualified, or > just a "wifi strike team"? Lessons learned? > > > > Thanks! > > > > Norman Elton > > William & Mary > > > > ********** > > Participation and subscription information for this EDUCAUSE Constituent > Group discussion list can be found at http://www.educause.edu/discuss. > ********** Participation and subscription information for this EDUCAUSE > Constituent Group discussion list can be found at http://www.educause.edu/ > discuss. > > ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/discuss.
