Adept Technologies LLC

WLAN and RF Support Team

Wireless LAN Troubleshooting

Overview

Name and Description: WLAN network connectivity testing and ticket logging.

Script for basic WLAN troubleshooting and required data to collect before sending to Level 2

Details

NOTE: If this ticket is Critical, please follow Critical Incident Process.

 Things the Service Desk should check before escalation to Level 2

1. Ensure the user is logging an Incident vs. Request (if something worked before and now
doesn’t, it’s an Incident. If it’s a request for additional coverage, accounts, or new WLAN
services, it is a Request and should not be logged as an Incident)
2. Is the issue occurring at a non-J&J location such as home, hotel, or a public hotspot?
a. Do not escalate issues from these locations to the wireless infrastructure team. This
is out of scope for support.
3. Is the issue affecting multiple users or devices?
a. If the issue is only affecting a single user or device, it is likely not a WLAN
infrastructure issue and should be escalated to local end-user support if the steps
below do not resolve the problem.
4. Is the issue only occurring in a certain location within the building?
a. If the issue only occurs in a certain area where it was working in the past, then it
could be a faulty AP or other local infrastructure problem
5. Confirm the wireless adapter is enabled and is able to “see” the wireless network
a. Check hardware switch on laptops
b. Try Fn+F5 on Lenovo laptops
c. Try ‘Diagnose and Repair’ on laptops
6. If the wireless device has a LAN adapter (RJ-45), confirm it is disabled or unplugged
7. Confirm the wireless adapter is associated to the correct SSID. SSIDs are case sensitive
a. GLOBAL13778WIRELESS for Nortel VPN connectivity
b. BLUEWIRELESS for guest wireless
c. Other SSIDs are used by specialty WLAN devices (used in warehousing,
manufacturing, lab, etc)
8. Confirm the wireless adapter has a valid IP address
a. Use ‘ipconfig’ from CLI or equivalent depending on type of device

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WLAN and RF Support Team

b. Clients connecting to GLOBAL13778WIRELESS should get an IP address starting with

10.252.x.x from DHCP
c. Clients connecting to BLUEWIRELESS should get an IP address starting with
10.253.x.x or 10.254.x.x from DHCP
d. If IP address is invalid, confirm DHCP is configured on the adapter
9. For Nortel VPN wireless, confirm PKI token is properly installed and the VPN client is
configured with the correct certificate and destination.
a. The certificate subject should indicate the correct name/WWID.
b. The certificate date range should be valid.
c. The certificate key usage should say “Digital Signature, Non Repudiation”
d. The VPN destination should be 10.252.252.1
10. If the Nortel VPN client fails to connect to 10.252.252.1, try temporarily changing the
destination to 10.252.252.2. If the second address works but the first doesn’t, escalate the
ticket to level 2.

 Information the Service Desk should collect before escalation to Level 2

1. Get problem location as accurately as possible (Country, City, Street Address, Building,
Floor, Room). Note this may be different from the current client location.
2. Approximately how many users are impacted?
3. Is the issue reproducible?
4. When did the issue start occurring?
5. When was the last time the connection/application worked?
6. Have any changes been made to the wireless devices since the issue started?
7. Have any changes been made to the building that may impact the wireless signal since the
issue started?
8. Output from ‘ipconfig /all’ showing WLAN adapter (example below)

Wireless LAN adapter Local Area Connection 2:

Connection-specific DNS Suffix . : wks.jnj.com

Description . . . . . . . . . . . : Intel(R) WiFi Link 5100 AGN
Physical Address. . . . . . . . . : 00-22-FA-8D-EB-B3
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IPv4 Address. . . . . . . . . . . : 10.252.254.6(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.252.0
Lease Obtained. . . . . . . . . . : Wednesday, May 16, 2012 12:59:38
Lease Expires . . . . . . . . . . : Thursday, May 17, 2012 06:59:37
Default Gateway . . . . . . . . . : 10.252.252.1
DNS Servers . . . . . . . . . . . : 10.252.252.3
NetBIOS over Tcpip. . . . . . . . : Enabled
Connection-specific DNS Suffix Search List :
wks.jnj.com

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9. If operating system is Windows Vista or later, get output from ‘netsh wlan show
interfaces’ (example below)

c:\>netsh wlan show interfaces

There is 1 interface on the system:

Name : Wireless
Description : Intel(R) WiFi Link 5100 AGN
GUID : 25b51975-374a-4cad-be64-cb6a1c5b2187
Physical Address : 00:22:fa:8d:eb:b3
State : connected
SSID : GLOBAL13778WIRELESS
BSSID : 00:0c:85:c0:d0:d1
Network Type : Infrastructure
Radio Type : 802.11b
Authentication : Open
Cipher : None
Connection Mode : Auto Connect
Channel : 1
Receive Rate (Mbps) : 54
Transmit Rate (Mbps) : 54
Signal : 100%
Profile : GLOBAL13778WIRELESS

10. If operating system is Windows Vista or later, get output from ‘netsh wlan show
networks mode=bssid | findstr BSSID’ (example below)

c:\>netsh wlan show networks mode=bssid | findstr BSSID

BSSID 1 : 8c:b6:4f:8f:78:10
BSSID 2 : b8:62:1f:16:5b:a0
BSSID 3 : 8c:b6:4f:8f:78:1f
BSSID 4 : b8:62:1f:16:5b:af
BSSID 1 : b8:62:1f:16:5b:a4
BSSID 2 : b8:62:1f:16:5b:a6
BSSID 3 : b8:62:1f:16:5b:a1
BSSID 4 : 8c:b6:4f:8f:78:14
BSSID 5 : 8c:b6:4f:8f:78:11
BSSID 6 : b8:62:1f:16:5b:a5
BSSID 7 : b8:62:1f:16:5b:aa
BSSID 8 : b8:62:1f:16:5b:a9
BSSID 9 : 8c:b6:4f:8f:78:15

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11. If operating system is Windows XP and has the Intel PROSet/Wireless drivers, take
screenshot of wireless status as shown below. You can get this by right-clicking on the
signal strength icon in the system tray

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12. If using Lenovo ThinkVantage Access Connections, get a screenshot from ‘Find Wireless
Networks’ with the ‘Show Details’ option checked

13. If the problem is with the Nortel VPN connection, enable ‘Log Session To File’ in the VPN
client options and reproduce the issue. Then attach the most recent file under ‘C:\Program
Files\Nortel\log’

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Revision History
Date Version Description Author
December 14, 2013 NR Initial Release Thomas Lord

December 14, 2013 Page 6 Version: New Release