Troubleshooting for Onsite Servers |
Is it a Mail or Web Server?Mail Server:There is only a limited number of checks that can be performed to accurately determine a problem with onsite mail servers from the helpdesk side. In this case, please take note of the following in order to provide as much information as possible when logging a job:How has the customer described the problem?Can you telnet to the onsite? What is the exact error message you or the customer receive? Has it been determined if this issue affects incoming or outgoing mail, or both? Please Log
A Job with all relevant information.
Web Server:When attempting to contact the server via a browser is there an error message? If so Please take note and proceed to the next step.Can you traceroute to the onsite? Can you contact another onsite at that or another site within the deployment? If Yes, it is likely the onsite in question is simply not accepting connections. Being able to contact other onsites is helpful in determining whether the redirections are working normally. If No or if in doubt, Please Log
A Job, including the trace results. Please remember our responsibility as far as onsite web servers are concerned is limited to whether the redirections are in place and functioning. |