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Getting Started 

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This will help you along your journey towards IT Success

Identify the problem by gathering information.

  • Question the user.

    • Ask the user to describe the behavior of the problem.

    • Use open-ended questions.

    • Follow up with questions that have yes and no answers. This will help you focus on specific behaviors.

  • Identify the symptoms that might be affecting the network.

  • Run diagnostic tools. This can help you determine where the issue is occurring.

  • Determine if anything has changed. Review network equipment, change logs and software installations, updates, and changes.

  • Approach each problem individually. Confirm the problem before applying a fix.

  • Duplicate the problem to test your theory. Reproducing the error helps to:

    • Verify the problem exists.

Provide you with a starting point for troubleshooting.

The Six Steps of Troubleshooting
  1. Gather Information
  2. Establish a theory
  3. Test the theory.
  4. Establish a plan of action.
  5. Verify system functionality.
  6. Document The Solution.

Establish a theory of probable cause.

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  • Do not try to fix the problem at this point.

    • Work through the next steps to ensure that you have correctly identified the problem.

    • Be careful not to mistake symptoms for the cause. Doing so might create more problems in the future.

  • Question the obvious.

    • Do not complicate the problem.

    • Always check for the easier solution first. This can save time and money for you and your client or employer.

    • Use a methodical approach:

      • You can use a bottom-up approach by following the OSI model from the bottom up or top down when analyzing devices on the network.

Another approach is to conquer and divide. Target the part of the OSI model that works, and then proceed to work your way through the model to figure out where the problem is occurring.

Test the theory.

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  • If you can't duplicate the problem, start with the easiest theory first.

  • If, after extensive testing, you still can't resolve the issue, go back and review your findings.

Establish a plan of action.

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Once you have identified the cause of the problem, plan a course of action.

  • Write all the steps, procedures, equipment, and people you need to implement the plan.

  • Take into consideration any potential effects this repair may have on the existing network. If the repair is big enough and the entire network must be taken down, you may have to repair after work hours.

  • Have a backout plan to reverse the solution and get the network back to its original state in case the fix does not go as planned.

  • Determine if you need more experts. This means you may have to call in help.

Verify full system functionality.

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  • For a plan to be considered successful, you must make sure the entire network is up and running after implementing the solution.

  • You should run diagnostic tools and bring in the end users to test the network.

  • You also may want to implement protective measures such as redundant systems to prevent catastrophic failures.

These steps may improve the network and make it more resilient than before.

Document the solution.

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A well-run network will have some database and case notes documenting all the work done to the network.

  • Record what you found that was the underlying issue and the entire process it took to fix it.

Update the hardware schematics to show hardware that was updated or replaced during the process. This will help in the future when more repairs or upgrades need to be done.

 

Be aware that the plan is contingent on resources and manpower. The scale and impact of the job may require management approval before you proceed. Troubleshooting is more than just the method; it is also instinct. The more you work on a network the more you will know how to troubleshoot, identify, and fix problems on a network. No matter the situation, troubleshooting methodology will help you become a better technician.

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