Troubleshooting

Troubleshooting Users

When a user complains of issues such as poor voice quality or slow application response time, Prime NCS can help you isolate the source of the problem.

Table 21-1 explains how you can use the Prime NCS dashboards to troubleshoot problems users are experiencing.

Table 21-1 Using Prime NCS Dashboards to Troubleshoot User Problems

Step
Suggested Information to Gather
Dashboard to Use

1.

View detailed information about the user including:

•All devices being used by the user which can include a desktop computer, notebook, cellular phone, etc.

•Which of the user's devices, both wired and wireless, are accessing which applications?

•Different clients. Top N applications shows which devices are wired and wireless for that user. Wired v wireless is using the same application (Green and blue). Granular details about user clients and usage, whether connected wired or wireless

End User Experience Dashboard

2.

Determine if other uses in the site are experiencing the same issues, as well as the following details:

•What clients are associated to the site?

•What applications are being used in the site?

•Is one application in a site getting all the bandwidth?

•How does application response time vary for all users in a site?

•Are there site connectivity issues with the site routers to the datacenter or branch?

•What is the device health and alarm status of the site router?

Site Dashboard

3.

Determine if there is a particular application for which all users are experiencing problems, as well as the following details:

•How is the application server health and performance?

•Which clients are the biggest consumers for this application?

•Are any clients misusing the application as evidenced by the volume of traffic to/from the client?

Application Dashboard


Note In order for Prime NCS to classify data as coming from wired or wireless devices, you must configure your NAM on the same switch to which your controller is connected. NAM needs to view the same traffic as that of the controller.

Step 1 In the search box, enter the name of the user (or client) who is experiencing the issue.

The Search Results box appears listing the number of item(s) that owned by the user name you entered.

Step 2 In the Monitor column, click View List to see all devices, both wired and wireless, to which this user is assigned.

Step 3 Select a device for which you want to view further details.

Step 4 Use the various filters described in Table 21-1 to view detailed information.