5.1 Troubleshooting Methodology

Question 1

Steps of the Troubleshooting Process

Answer 1

1. Identify the problem
2. Establish a theory of probably cause
3. Test the theory to determine the cause
4. Establish a plan of action to resolve the problem and implement the solution
5. Verify full system functionality and, if applicable, implement preventative measures
6. Document the findings, actions, and outcomes

Question 2

Step 1 of the Troubleshooting Process

Answer 2

Identify the problem:
- gather info from the user
- identify changes
- perform backups before making any changes
- look for environmental or infrastructure changes
- look at records or log files

Question 3

Step 2 of the Troubleshooting Process

Answer 3

Establish a Theory
- start with the most obvious cause
- consider all possibilities
- research the symptoms to help find the cause

Question 4

Step 3 of the Troubleshooting Process

Answer 4

Test the Theory
- test each possible solution/theory
- if theory doesn’t work:
> reestablish a new theory
> call an expert
- if the theory does work:
> make a plan of action

Question 5

Step 4 of the Troubleshooting Process

Answer 5

Establish a Plan of Action
- correct the issue with minimal changes
- refer to vendor instructions (documents or manuals)
- have a plan B and plan C
AND
Implement the Solution

Question 6

Step 5 of the Troubleshooting Process

Answer 6

Verify Full System Functionality
- perform some tests to confirm the fix
- implement preventative measures

Question 7

Step 6 of the Troubleshooting Process

Answer 7

Document Findings
- document actions made and their outcomes
- build knowledge base for future issues