Amir Ranjbar , CCIE No. 8669, is a Certified Cisco Systems Instructor and an internetworking consultant. Operating under his own corporation, AMIRACAN Inc., Amir offers his training services to Global Knowledge Network, his consulting expertise to a variety of clients (mainly Internet service providers), and his technical writing skills to Cisco Press. Born in Tehran, Iran, Amir immigrated to Canada in 1983 at the age of 16 and completed his Master's degree in knowledge-based systems (a branch in AI) in 1991. He has been involved in training, consulting, and technical writing for the greater part of his career. Amir Ranjbar can be contacted through his e-mail address aranjbar@amiracan.com.

Introduction xvi Chapter 1 Planning Maintenance for Complex Networks 1 Applying Maintenance Methodologies 1 Maintenance Models and Methodologies 2 Determining Procedures and Tools to Support Maintenance Models 4 Maintenance Processes and Procedures 5 Network Maintenance Task Identification 6 Network Maintenance Planning 7 Scheduling Maintenance 7 Formalizing Change-Control Procedures 8 Establishing Network Documentation Procedures 8 Establishing Effective Communication 9 Defining Templates/Procedures/Conventions (Standardization) 10 Planning for Disaster Recovery 10 Network Monitoring and Performance Measurement 11 Network Maintenance Tools, Applications, and Resources 12 Fundamental Tools, Applications, and Resources 12 Configuration and Documentation Tools 15 Logging Services 16 Network Monitoring and Performance Measurement Tools 17 Implementing Backup and Restore Services 18 Disaster Recovery Tools 22 Summary 23 Review Questions 27 Chapter 2 Troubleshooting Processes for Complex Enterprise Networks 31 Troubleshooting Methodologies 31 Troubleshooting Principles 32 Structured Troubleshooting Approaches 34 Top-Down Troubleshooting Method 35 Bottom-Up Troubleshooting Method 36 Follow-the-Path Troubleshooting Method 36 Spot-the-Differences Troubleshooting Method 37 Move-the-Problem Troubleshooting Method 38 Troubleshooting Example: Methodologies 39 Implementing Troubleshooting Procedures 41 The Troubleshooting Process 41 Defining the Problem 42 Gathering and Analyzing Information 43 Eliminating Possible Problem Causes 45 Formulating/Testing a Hypothesis 46 An Example on Elimination and Assumptions 46 Solving the Problem 47 Integrating Troubleshooting into the Network Maintenance Process 50 Troubleshooting and Network Maintenance 50 Documentation 51 Creating a Baseline 53 Communication and Change Control 54 Change Control 56 Summary 57 Review Questions 59 Chapter 3 Using Maintenance and Troubleshooting Tools and Applications 63 Using Cisco IOS Software for Maintenance and Troubleshooting 63 Collecting and Filtering Information Using Cisco IOS show Commands 64 Testing Network Connectivity Using ping and Telnet 69 Collecting Real-time Information Using Cisco IOS debug Commands 73 debug ip packet [access-list-number][detail] 73 debug ip rip 74 Diagnosing Hardware Issues Using Cisco IOS Commands 74 Checking CPU Utilization 75 Checking Memory Utilization 77 Checking Interfaces 78 Using Specialized Maintenance and Troubleshooting Tools 81 Categories of Troubleshooting Tools 81 Using Traffic-Capturing Tools 83 SPAN and RSPAN 84 Gathering Information with SNMP 87 Gathering Information with NetFlow 88 Enabling Network Event Notification 91 Summary 94 Review Questions 97 Chapter 4 Maintaining and Troubleshooting Campus Switched Solutions 103 Troubleshooting VLANs 103 LAN Switch Operation 104 Verifying Layer 2 Forwarding 109 Troubleshooting Spanning Tree 111 Spanning-Tree Operation 112 Electing a Root Bridge 113 Electing a Root Port 113 Electing Designated Ports 115 Ports Going into Blocking, or Learning, and Forwarding State 116 Analyzing the Spanning-Tree Topology 117 Spanning-Tree Failures 119 EtherChannel Operation 120 Troubleshooting Example: Switch Replacement Gone Bad 121 Troubleshooting Switched Virtual Interfaces and Inter-VLAN Routing 126 Inter-VLAN Routing and Multilayer Switching 127 Switched Virtual Interfaces and Routed Ports 129 Troubleshooting First-Hop Redundancy Protocols 131 Using First-Hop Redundancy 131 Verifying FHRP Operation 134 Alternatives to HSRP 138 Summary 139 Review Questions 142 Chapter 5 Maintaining and Troubleshooting Routing Solutions 149 Troubleshooting Network Layer Connectivity 149 Routing and Routing Data Structures 150 Using IOS Commands to Verify Routing Functions 154 Troubleshooting EIGRP 156 EIGRP Routing Review 156 Monitoring EIGRP 159 Troubleshooting Example: Routing Problem in an EIGRP Network 160 Troubleshooting OSPF 165 OSPF Data Structures 166 OSPF Information Flow Within an Area 170 OSPF Information Flow Between Areas 171 Cisco IOS OSPF Commands 172 Troubleshooting Example: Routing Problem in an OSPF Network 174 Troubleshooting Route Redistribution 179 Route Injection and Redistribution Process 179 Verifying and Troubleshooting Route Propagation 181 Troubleshooting Example: Redistribution from OSPF to EIGRP 183 Troubleshooting BGP 187 BGP Route Processing and Data Structures 187 BGP Routing Information Flow 189 Cisco IOS BGP Commands 190 Troubleshooting Example: Routing Problem in a BGP Network 191 Summary 197 Review Questions 202 Chapter 6 Troubleshooting Addressing Services 211 Identify Common IPv4 Addressing Service Issues 211 NAT/PAT Operation 212 Troubleshooting Common NAT/PAT Issues 215 Troubleshooting Example: NAT/PAT Problem Caused by a Routing Issue 217 Troubleshooting Example: NAT Problem Caused by an Inaccurate Access List 220 Reviewing DHCP Operation 226 Common DHCP Troubleshooting Issues 227 DHCP Troubleshooting Tips and Commands 231 DHCP Troubleshooting Example: Problems After a Security Audit 233 DHCP Troubleshooting Example: Duplicate Client IP Addresses 238 DHCP Troubleshooting Example: Relay Agent Issue 240 Identify Common IPv6 Routing Issues 243 IPv6 Routing 243 Troubleshooting IPv6 Issues 244 IPv6 Troubleshooting Example: Stateless Autoconfiguration Issue 246 IPv6 Troubleshooting Example: Redistribution Issue 253 IPv6 Troubleshooting Example: OSPFv3 Configuration Errors 261 IPv6 Troubleshooting Example: OSPFv3 over 6to4 Tunnel 270 Summary 276 Review Questions 279 Chapter 7 Troubleshooting Network Performance Issues 283 Troubleshooting Network Applications Services 283 Network Application Services 284 NetFlow 286 Cisco IP SLA 289 NBAR 292 SLB 293 QoS and AutoQoS 294 Common Issues with Network Application Services 296 Common NetFlow Issues 296 Common IP SLA Issues 296 Common NBAR Issues 297 Common AutoQoS Issues 297 Troubleshooting Example: Network Application Services Problem 297 NetFlow Troubleshooting Example 298 IP SLA Troubleshooting Example 301 AutoQoS Troubleshooting Example 304 Troubleshooting Performance Issues on Switches 308 Identifying Performance Issues on Switches 308 Troubleshooting Switch Interface Performance Problems 310 Switch Port/Interface Issues 314 Troubleshooting Example: Duplex Problem 315 Auto-MDIX 317 The Forwarding Hardware 318 Troubleshooting TCAM Problems 318 Control Plane: Troubleshooting High CPU Load on Switches 322 DHCP Issues 325 Spanning-Tree Issues 326 HSRP 327 Switch Performance Troubleshooting Example: Speed and Duplex Settings 327 Switch Performance Troubleshooting Example: Excessive Broadcasts 332 Switch Performance Troubleshooting Example: Excessive Security 336 Troubleshooting Performance Issues on Routers 343 Troubleshooting High CPU Usage Issues on Routers 344 Troubleshooting Switching Paths 347 Process Switching 348 Fast Switching 348 Cisco Express Forwarding 349 Troubleshooting Process and Fast Switching 350 Troubleshooting CEF 351 IOS Tools to Analyze Packet Forwarding 354 Troubleshooting Router Memory Issues 357 BGP Memory Use 360 Summary 361 Review Questions 365 Chapter 8 Troubleshooting Converged Networks 371 Troubleshooting Converged Networks to Support Wireless Operations 371 Common Wireless Integration Issues 372 WLAN Connectivity Troubleshooting Example: Misconfigured Trunk 374 WLAN Connectivity Troubleshooting Example: Duplex and Trust Issues 378 WLAN Connectivity Troubleshooting Example: LWAPP Denied by New Security Implementations 382 WLAN Connectivity Troubleshooting Example: DHCP Issues 385 Troubleshooting Unified Communications Issues in a Converged Network 390 Common Unified Communications Integration Issues 390 Unified Communications Troubleshooting Example: Port Security and Voice VLAN Issues 395 Unified Communications Troubleshooting Example: Invalid Marking of VoIP Packets 399 Unified Communications Troubleshooting Example: ACL and Trunk Issues 405 Troubleshooting Video Issues in a Converged Network 410 Common Video-Integration Issues 410 Video-Integration Troubleshooting Example: Performance Issues Due to STP Topology 416 Video-Integration Troubleshooting Example: IP Multicast Configuration Error 426 Summary 431 Review Questions 433 Chapter 9 Maintaining and Troubleshooting Network Security Implementations 435 Troubleshooting Secure Networks 435 Troubleshooting Challenges in Secured Networks 436 Security Features Review 437 Troubleshooting Management Plane Security 438 The Management Plane 438 Securing the Management Plane 440 Troubleshooting Security Implementations in the Management Plane 442 Troubleshooting Control Plane Security 447 Securing the Control Plane 448 Troubleshooting Security Implementations in the Control Plane 448 Troubleshooting Data Plane Security 449 Securing The Data Plane 449 Securing the Data Plane Using IOS Stateful Packet Inspection 449 Securing the Data Plane Using the Zone-Based Policy Firewall 452 Other Methods of Securing the Data Plane 454 Troubleshooting Security Implementations in the Data Plane 455 Troubleshooting Branch Office and Remote Worker Connectivity 456 Branch Office and Remote Worker Connectivity 456 Identifying Issues with Branch Office and Remote Worker Connectivity 457 Branch Office/Remote Worker Troubleshooting Example: Address Translation Error 460 Branch Office/Remote Worker Troubleshooting Example: Crypto Map ACL Error 463 Branch Office/Remote Worker Troubleshooting Example: GRE Configuration Error 467 Branch Office/Remote Worker Troubleshooting Example: Recursive Routing Problem 471 Branch Office/Remote Worker Troubleshooting Example: ACL Denies IPsec Protocols 476 Summary 478 Review Questions 480 Chapter 10 Review and Preparation for Troubleshooting Complex Enterprise Networks 485 Review of Key Maintenance and Troubleshooting Concepts and Tools 485 Applying Maintenance and Troubleshooting Concepts and Tools 488 Summary 491 Appendix A Answer to Review Questions 493 Index 501

CCNP Authorized Self-Study Guide: Troubleshooting and Maintaining Cisco IP Networks is the only Cisco authorized, self-paced foundational learning tool designed to help network professionals prepare for the brand new CCNP TSHOOT exam from Cisco. This book covers all CCNP TSHOOT exam objectives, including: " Establishing and documenting procedures, processes, roles, assignments, and responsibilities for maintaining and troubleshooting complex enterprise networks " Selecting tools, applications, and resources " Maintaining and troubleshooting router-based, switch-based, and network security solutions, including problems with device hardening " Maintaining and troubleshooting network and applications services " Maintaining and monitoring network performance " Troubleshooting problems with multiprotocol networks As part of the Cisco Press Self-Study series, this title provides thorough early and comprehensive foundational learning for the new CCNP TSHOOT course. This is an intermediate-level text, which assumes that you have been exposed to concepts covered by CCNA (ICND1 and ICND2), CCNP (ROUTE), and CCNP (SWITCH).