Troubleshooting Workshop Student Performance Objectives

Module 1 – Introduction

• Describe the "Troubleshooting Workshop" course overview.
• Understand how the "Troubleshooting Workshop" course content is organized.
• Describe the topics to be discussed, which falls under system monitoring, problems and miscellaneous.

• Identify what system alerts are and who receives them.
• Describe the appropriate actions to be taken when specific system alert messages are received.
• Describe how to adjust some system alert thresholds.
• Explain what information can be found in daily and weekly reports.

• Describe the multiple uses of the "log" command.
• Know how to use the following commands: log diagwatch, log addroute and log watch.
• Describe the system events, which may take place on a Mirapoint system.
• Describe how to configure Mirapoint system events to be sent/routed to an external log server.

• Describe how to troubleshoot many hardware components of a Mirapoint system.
• Describe the tools available to help troubleshoot many hardware components of a Mirapoint system.
• Name some hardware platform specific troubleshooting tips.

• Describe how to troubleshoot many software (DNS, system services, LDAP client, Directory Server, SSH, SSH and SPAM) related problems.
• Describe six common DNS mis-configurations.
• Describe the proactive steps, which may be taken to ride out a SPAM attack.

• Describe how to troubleshoot a large/growing mail queue on a Mirapoint system.
• Describe how to troubleshoot an unusual system load level on a Mirapoint system.

• Describe the contents of a diagnostic data dump.
• Know the URL, which allows access to Mirapoint's Multifunction Diagnostic login page.
• Describe 5 areas within the diagnostic page, which allows Mirapoint's personnel to troubleshoot a problematic system.
• Describe the system information needed prior to contacting Mirapoint Customer Support.
• Describe the preparation steps needed in order for Mirapoint personnel to gain administrative access.