Obtain Appropriate Fault-Finding Tools

Reading: Obtain appropriate fault-finding tools

Obtain appropriate fault-finding tools

Inside this reading

Fault Finding Tools

Software Tools

Hardware Tools

Summary

Fault finding tools

Tools are indispensable as they support the fault finding process. Tools are critical in helping a technician during information gathering, formulating a hypothesis, testing and resolution.

Software tools

Software tools are software programs run on a computer system for diagnosing, collecting information and auditing purposes. Generally, these tools are used in conjunction with a cyclic fault-finding method in order to gather and evaluate system information. Many of these tools simply interact with the system to gain access to areas that usually are hidden from the user. It is important to say that most of the time; such tools will not fix the fault, but will rather report on conditions and perhaps indicate pointers to possible sources of conflict. It is up to you, the technician, to identify the best course of action (i.e. devise an action plan).

Additionally, many software tools are actually bundled up with the operating system, for performing operating-system-specific troubleshooting. The advantage of these tools is that they integrate well with the OS, perhaps, yielding more accurate results than third party tools.

Auditing and reporting tools

Auditing tools are designed to gather information about system critical components. For example, a typical auditing tool might report on areas such as security, system resources (RAM, CPU, IRQ etc), hardware peripherals, software installed including version and licence details, software drivers etc. It is up to you to access this information, analyse it and decide on what it should be done about it.

Reporting tools are simply dedicated to extracting available information from system repositories such as event logs and the Windows registry; and then presenting it to the user in a report format. A typical example of this includes the program System Information tool available in most versions of Windows. See figure below.

Windows System Information tool

Third party tools also can be very useful, especially if they are non operating system dependant. The Belarc Adviser is one such tool that can run on just about any version of windows (generally, you will need a separate tool to audit across platforms ie Windows, Linux, Mac). Belarc Adviser will profile a computer system and output its report as a HTML file, which can be viewed on any web browser, and possibly be uploaded to a central location. This program is available for free for personal use at

Manufacturer’s tools

Many of the larger manufacturers such as IBM, Dell, Hewlett Packard, make special diagnostic software that is expressly designed for their systems. This software normally consists of a suite of tests that thoroughly examines the system.

Disk manufacturers usually supply tools that are specific to their storage devices for tasks such formatting, geometry translation, diagnostics etc.

Diagnostic tools

Software diagnostic tools are more comprehensive in that not only do they collect and report information, but they can suggest a course of action to solve a problem.

Many of these tools are commercially available. One such tool is Norton SystemWorks. For more information regarding this product visit - go to "Products" and look for "Norton SystemWorks".

Another diagnostic tool that you might find useful is SiSoftware'sSANDRA (System ANalyser, Diagnostic and Reporting Assistant). Take a look at the SiSoftware website ( for more information. In particular look at the first article "Who/What is SANDRA?"

Network tools

Network fault-finding is very challenging indeed. Nevertheless, there are many tools that can help us in our fault-finding quest. Networks can be very complex, and even though the same methodology may be applied to network fault-finding, a new approach is needed.

Many network engineers choose to modularise the network (break into modules or parts), so that troubleshooting can concentrate on more specific areas rather that look at the network as one large and complex system. The preferred method is to use the OSI (open systems interconnection) model. If you have not heard of the OSI model, now is a good time to learn about it. A good place to look for a concise explanation is

Web search activity

Go online and use your preferred search engine to do a search on ‘The OSI Model’ and the ‘The 7 layers of the OSI model’. For a good overview, start with the Wikipedia listing for "OSI model".

Network connectivity tools are among the most common yet effective tools for fault-finding networks. Network connectivity refers to the ability of a network device to establish connections to other network devices as part of normal network operations. Network connectivity tools test for data connection and communication between network devices. Such tools include generic utilities such as Ping (Packet InterNetwork Groper) and tracert/traceroute and telnet. These tools are available under ALL operating systems that support TCP/IP.

Ping and tracert/traceroute use the ICMP protocol and TCP’s reliability mechanisms to detect any faults in connectivity on a TCP/IP network. Keep in mind that the great majority of networks, regardless of the OS platform, are based around TCP/IP for connectivity. A typical test using Ping involves sending a series of messages (known as pinging) and waiting for replies. If reply request are fulfilled, basic connectivity is available. In the example below, we can see a PC pinging its ‘default gateway’.

Command prompt window showing PC pinging default gateway

The tracert (Windows)/traceroute (Unix) command is also useful to pinpoint the actual source of trouble along a network route. Traces are achieved by pinging every host/router along a network path, from source to destination. In the example below, we can see the path taken by data when delivered from a system to

Command prompt window showing network trace - some IP addresses have been deleted for security.

Protocol analysers and packet sniffers constitute another useful alternative when troubleshooting network faults. These tools allow you to capture network frames/packets for subsequent analysis and decoding. A skilled engineer would be able to ‘see’ any problems on the network, simply by looking for certain patterns in the network traffic such as errors, time-outs, excessive broadcasts etc. High level skills and training are needed.

Ethereal is an open source packet sniffer/protocol analyser available for Windows as well as for Unix-like operating systems. Take a look at the Ethereal website ( - in particular look at the "Introduction" page for an overview and screenshots of Ethereal in action.

Keep in mind that packet capture and protocol analysis must be exercised with great care. All public networks and service providers ban the use of such tools. Packet capture is perceived as a very hostile activity, usually indicating hacking/cracking activity because of the information that may be gained from captured data transmissions. However, network administrators and troubleshooting engineers may use these tools legitimately in networks when trying to isolate problems.

Hardware Tools

Hardware tools do not just refer to screwdrivers and side-cutters. Hardware tools might include devices such as POST cards, multimeters – to measure voltages, continuity etc, and cable testers – to test cabling installations.

POST cards – are specialist electronic cards that plug in to a system’s main board. The purpose of these cards is to perform functionality tests on a system, and report on failed devices/modules. Some POST cards can interact with software, enabling sophisticated fault finding. POST cards are not as common these days, since many failed main boards are simply replaced, without further investigation (mostly due to economic reasons)

Multimeters – are very useful devices that enable you to measure at least voltage, resistance and continuity (whether a circuit is open or shorted). Many technicians will carry a multimeter and use it to measure the output from power supplies, the continuity of a cable etc.

A basic Multimeter

Cable testers – are common in many IT departments. Even though cabling is the domain of licensed cabling installers, it is very useful to be able to check a segment for basic functionality. Most basic electronic cable testers will test things such as Wiremap (UTP – correct wiring), length, opens and shorts.

A basic cable tester

Many other data cable testers are available in the market place. For information about such products you might want to visit or Both companies produce several products for testing network media such as UTP and Fiber optic.

Hardware Toolkits

Toolkits are necessary and very useful to have available. Technicians will have different opinions in terms on what should be part of a technician’s essential toolkit. This sections aims at introducing some essential items that most people would recommend as basic tools.

A generic toolkit should contain at least the following:

A medium size Phillips screwdriver
A small size Phillips screwdriver
A medium size flat screwdriver
A small size flat screwdriver
A pair of small side cutters
A pair of nose-pliers
A medium size Torx screwdriver
A small hexagonal driver
An anti-static wrist strap
A multimeter

Other items that can be considered optional may include:

Varying sizes hexagonal drivers
IC extraction tool
IC insertion tool
Tweezers to pick up small parts
Small plastic containers to hold loose screws, small parts
Compressed air can to blow dust and small particles
Simple cable tester

Summary

This reading has presented an overview of cyclic fault-finding methods. As you would have observed fault-finding demands that you are able to apply logical and systematic procedures in order to arrive to the solution of a problem. Fault-finding varies in approach but the scientific method, which proposes to gather information, define problems, form hypotheses, test and draw conclusions, is sound. Repetition is the key to fault-finding until a satisfactory outcome is achieved. Your ability to apply the methods outlined in this reading will determine your success at fault-finding.

This reading has also presented an overview of hardware and software tools that you might use when fault-finding. This is not meant to be an exhaustive list of tools but a sample of what is available. Without doubt, you will use some of these tools in your IT career, and you will find other tools that you prefer. Fault-finding tends to be ongoing process and with new technologies emerging all the time, new tools will be developed to make fault-finding more effective and streamlined.

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