Network+™ Tutorial

4.0 Network Support

4.1 Troubleshooting scenario

Troubleshooting is solving problem. It has eight steps, they are

Establish symptoms.
Identify the affected area.
Establish what has changed.
Select the most probable cause.
Implement a solution.
Test the result.
Recognize the potential effects of the solution.
Document the solution.

Step 1: Establish Symptoms: First, find the symptoms that resulted in failure. This could be obtained by questioning related people about what exactly was the problem, how often and when it happened etc.

Step 2: Identify the Affected Area: Identifying the affected area narrows down what to troubleshoot. The main goal is to make problems easier to troubleshoot and, thus, get users working again as soon as possible.

Step 3: Establish what has changed: The next step is to determine what has changed. In this step also self questions are asked and the changes are determined.

Step 4: Select the Most Probable Cause:After the problem is observed and the cause is isolated, the next step is to select the most probable cause for the problem. This gets easier with time and experience.

Step 5: Implement a Solution:On the analysis of the problems the solution is suggested and implemented.

Step 6: Test the Result:After the changes are made the testing should be done on the solution to find it it solves the problem. The user repeats the operation that previously did not work, if it works the problem is solved if not the steps 4,5 and 6 are to be redone.

Step 7: Recognize the Potential Effects of the Solution:Before fully implementing the solution to a problem make sure of the potential effects of the solution and other problems it may cause are completely aware.

Step 8: Document the solution: Once a solution is obtained to a problem it is to be documented so that it may help in future if the same problem occurs.

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