If your own troubleshooting efforts fail to identify and fix your network problem, you will need to submit a Problem Report to CIT's Network Operations Center (NOC). This can be done by phone, 255-9900, or by sending e-mail to noc@cornell.edu. As the network administrator, you or your backup should make the call.

Before calling the NOC, you should compile the following information:
	building name room number jack name IP address(es) of the node(s) experiencing difficulties your gateway IP address.

Jack names are particularly useful to the NOC. They can be entered into a database and used to identify the circuit or hub where the problem may exist. Without the jack name, it is harder and more time consuming to trace the problem. If you can't supply any other information, provide at least the jack name.

The gateway IP address serves to identify the interface on the gateway/router where the problem may exist. If you don't know your gateway IP address, look at the documentation supplied to you when your network was installed.

Compiling Problem Information

	Be prepared to supply:
	A description of the problem. The number of nodes affected. If more than one node is affected, this may indicate a different type or scope of problem. If a whole network or a large portion of the network is affected, the Network Problem Report is treated as a priority. A description of the troubleshooting procedures you have already tried.

Additional Information You'll Need to Provide

1. Who you are and how you can be contacted.
2. Who the NOC should contact if you are not the contact person.
3. Your location.
4. What type of terminal or workstation you are using.
5. What host you are connecting to.
6. What software was in use when the problem was observed.

Answering these questions will contribute toward speedy repair of your problem.

After collecting information from you, the service analyst sends your request to a technician. In general, requests are handled on a first come, first served basis. However, network problems that obviously affect large numbers of people are given priority over those that affect one or only a few.

Some problems may be fixed directly at the NOC; for example, a software problem in a router. If the problem is fixed without a site visit, the NOC will call you back to inform you that the problem has been fixed and to ensure your network is running smoothly.

If the problem requires a site visit, the NOC may call you back one or more times to determine the true nature of the problem. This interaction ensures the technician is adequately prepared to solve the problem once he or she arrives at the site. For example, if it can be determined beforehand that a bad cable is the likely problem, the technician can bring a new cable along.

If a site visit is required, your department or group will be charged on a time and materials basis for the visit. Contact CIT Network & Communications Services for more information.

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Last updated: August 8, 2005
Reformatted: June 29, 2007