Network Connectivity Troubleshooting Guide

1. Introduction

This section is aimed at troubleshooting and resolving issues related to accessing the TSM server over the network.

The steps provided from here assume that you have already performed the basic troubleshooting steps in the client configuration checks section

So just to recap, using the checks we've made already we can confirm the following:

I have internet access

I am connected to the Oxford University network either directly or via VPN

My TSM Node is not locked

My TSM Password is not due to expire

My TSM Client is configured correctly

If you have NOT made all the checks listed above then please complete the basic troubleshooting steps in the client configuration checks section

2. Troubleshooting TSM Specific Connection Issues

What follow are some suggested checks to make if a client is failing to connect to the Oxford University TSM Servers.

2.1. Which server should your node be connecting to?

In order for us to test connectivity we need to find out which of the TSM servers your node should be connecting to, to do this follow these instructions - if you already have this information from the previous check the skip to the next section.

  1. Browse to the HFS Portal
  2. Click on the name of your node
  3. Select the Details tab and make a note of the Server, Server IP name, Server IP address, and Server TCP port values

2.2. Checking the Server Connectivity

A ping is a simple network connectivity test that can be used to test whether a particular host (server or client) is reachable across a network.

2.2.1. Getting to the command prompt

  1. Click on Start (or the Windows Icon)
  2. Click on Run (or "start here")
  3. Type CMD and hit Enter or click OK
  4. You should now see a command prompt screen as shown below:

2.2.2. Pinging the IP Address

  1. At the command prompt type ping ipadddress and press Enter - where the ipaddress is the Server IP Address you noted earlier

  2. You should then see the results of the ping returned and then it will return to the command prompt:
    • Successful Ping (see below)- The key here is the "Reply from" and having four successful returns.

    • Unsuccessful Ping (see below) - There are no "Reply from" indicating that the client is unable to communicate with the specific server - at this point it is worth checking you noted the IP Address correctly and trying again to repeat the result.

  3. If you were unable to ping the IP Address then please go on to TSM Networking Troubleshooting Stage 3
  4. If you were able to successfully ping the IP Address, then try the TSM Client again. If you then still have problems with the TSM Client then please process to the next step

2.2.3. Pinging the Server Name

If you have been able to ping the Server IP Address, but still having problems with your TSM Client, then pinging the Server name is the next logical step. Pinging the server name ensures that the server name is resolving to the correct IP Address, this is important as the TSM Client uses the server name to communicate:

  • At the command prompt type ping servername and press Enter - where the servername┬áis the Server IP Name you noted earlier

  • You should then see the results of this ping returned and then it will return to the command prompt:
    • Successful Ping (see below)- The key here now is that the server name has resolved itself to the same IP Address that we pinged in the previous test, and having four successful "Reply from" returned.

    • Unsuccessful Ping Possibility 1 (see below) - The server name is resolving to an incorrect IP Address and returning a "timed out" message.

    • Unsuccessful Ping Possibility 2 (see below) - The server name is resolving to an incorrect IP Address but is returning successful "Reply From" responses - the key here is that the server name resolution is incorrect. If the server name is resolving to an incorrect ip address then the TSM Client will simply not work

  • If you were unable to ping the server name or the server name resolved to an incorrect IP Address then please go on to TSM Networking Troubleshooting Stage 4
  • If you were able to successfully ping the server name and it resolved to the correct IP Address, then try the TSM Client again. If you then still have problems with then TSM then please proceed to the summary below.

2.2.4. Summary

We have now performed a number of tests and have proven that the client is configured correctly and that sufficient network connectivity is in place to establish at least basic network connectivity to the TSM Servers.

But the TSM Client still isn't working? Just to recap:

I have internet access

I am connected to the Oxford University network either directly or via VPN

My TSM Node is not locked

My TSM Password is not due to expire

My TSM Client is configured correctly

I can ping the required IP Address

I can ping the required Server Name

Network connectivity has been established and the TSM Client is deemed to be configured correctly, therefore the issues relating to the TSM Client connectivity must be linked to an issue with the configuration specific to the local client - please refer to the TSM Network Troubleshooting Stage 5 for further advice.

Written by IT Services. Latest revision 5 October 2017