Notes_10 - INTERNETWORKING NOTES 10.0 TROUBLESHOOTING...

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INTERNETWORKING NOTES 10.0 TROUBLESHOOTING 10.1.2 TROUBLESHOOTING METHODOLOGY FACTS Good troubleshooting is a process that combines knowledge, experience, and intuition. As you practice service and support in a work environment, you will add to your experience and develop intuition that will help you to quickly solve a variety of problems. Regardless of your current troubleshooting abilities, you will benefit from following a systematic approach to problem solving. The following process has proven effective in a variety of situations: Identify the symptoms and potential causes . Ask the user to describe the problem, check for error messages, and recreate the problem. Resist the urge to start fixing things at this point. Identify the affected area and determine how large the problem is. For example, fixes for one client workstation would likely be very different than fixes for an entire network segment. Establish what has changed . Most often, problems are caused by new hardware or software or changes to the configuration. If necessary, ask questions to discover what might have changed that could have caused the problem. Review the list of potential causes and select the most probable cause . Look for common errors or solutions that can be tried quickly. Escalate the problem if it is beyond your ability to fix or your scope of management. For example, the problem might be in a router configuration that you are not authorized to correct. When forwarding the problem on to someone else, be sure to describe the nature of the problem, the actions you have already taken, and the symptoms that lead you to believe the problem is outside of your area of responsibility. Create an action plan and account for side effects of the proposed plan . Your plan might include purchases for hardware or equipment that need approval before proceeding. In addition, your plan might involve taking some services offline for a period of time. Identifying the effects ahead of time helps you put measures into place to eliminate or reduce any potential negative consequences. When side effects have been weighed against the fix and all concerns have been addressed, fix the problem . If necessary, implement additional steps to correct the problem if your first solution did not work. After you think you have resolved the problem, test the result. Identify the results and effects of the solution . Make sure that the solution has fully fixed the problem and has not caused any other problems. Document the solution and process . In the future, you can check your documentation to see what has changed or to help you remember the solution to common problems. Remember, however, that troubleshooting is a process of both deduction and induction. Experience will show you when deviating from this process can save both time and effort.
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