Lesson 4A Flashcards
What is the first step in the CompTIA Network+ troubleshooting methodology?
The first step is to identify the problem. This involves gathering information, duplicating the problem if possible, questioning users, identifying symptoms, determining if anything has changed, and approaching multiple problems individually.
How do you gather information when identifying a network problem?
Define the scope of the problem to understand how many people or systems are affected. Check system documentation, job logs, and consult other technicians. Use vendor support sites and forums for additional information.
What does it mean to identify symptoms and duplicate the problem?
Identifying symptoms means finding clues about what’s wrong. Duplicating the problem means trying to recreate the issue on the user’s system or a test system to understand it better.
How should you question users to identify a network problem?
Use open questions to let users explain in their own words (e.g., “What is the problem?”). Use closed questions for specific answers (e.g., “Can you see any text on the screen?”). Ask if the system ever worked and what has changed since it last worked.
Why is it important to determine if anything has changed when identifying a problem?
Changes can often cause problems. Knowing if something changed helps you understand if the issue is due to a new factor or if it’s something that never worked correctly before.
What should you do if you find multiple problems while troubleshooting?
Approach each problem individually, even if they seem related. Treat each issue as a separate case and advise the user to initiate separate support tickets for each problem.
What is the second step in the CompTIA Network+ troubleshooting methodology?
The second step is to establish a theory of probable cause. This involves questioning the obvious and considering multiple approaches to find out what might be causing the problem.
How can you use the OSI model in troubleshooting?
The OSI model helps you break down the network into layers. Start from the top or bottom and check each layer in sequence to find where the problem is. This methodical approach helps you identify the faulty component.
What is the “Divide and Conquer” approach in troubleshooting?
Instead of starting at the top or bottom, start at the layer where the problem is most likely. Test that layer, then move up or down depending on the results. This helps you quickly find the problem.
What do you do if your initial theory about the problem is wrong?
If your theory is wrong, develop and test a new theory. If the problem is beyond your ability, escalate it to a senior technician, manager, or third party.
What should you do after proving the cause of the problem?
Establish a plan of action to resolve the problem. Consider repairing, replacing, or ignoring the issue based on cost, time, and the effect on the system. Get the proper authorization for your plan.
What is the next step after creating a plan of action?
Implement the solution. Reset the system to its baseline configuration if needed. If changes are required, follow a change management plan, get authorization, and test after each change.
What does “verify full system functionality” mean?
After applying a solution, check that the problem is fixed and the entire system works normally. Confirm with the user that the issue is resolved and the incident log can be closed.
What are some alternatives for escalation?
Alternatives for escalation include referring the problem to senior staff, knowledge experts, technical staff, suppliers, manufacturers, or other support contractors/consultants.
What is the sixth step in the CompTIA Network+ troubleshooting methodology?
The sixth step is to verify full system functionality and, if applicable, implement preventive measures. This means checking that the problem is fixed, the system works normally, and taking steps to prevent future issues.
