Module 4.1 Flashcards
Structured approach to problem solving using identification, theory of cause, testing, planning, implementation, verification, and documentation steps.
Troubleshooting Methodology
The following is an example of what step of the troubleshooting methodology
Check the system documentation, such as installation or maintenance logs, for useful information.
Check recent job logs or consult any other technicians who might have worked on the system recently or might be working on some related issue.
Use vendor support sites (knowledge bases) and forums.
Gather Information
The following is an example of what step of the troubleshooting methodology
Make a physical inspection; look for something out of the ordinary.
Check system logs or diagnostic software for information.
Duplicate the problem on the user’s system or a test system. You will need to try to follow the same steps as the user. Issues that are transitory or difficult to reproduce are often the hardest to troubleshoot.
ID symptoms and duplicate the problem
Methodical validation of network components can be approached by testing at each layer of the OSI model in sequence.
Top-to-Bottom/Bottom-to-Top OSI Model Approach
In a _________________approach, rather than starting at the top or bottom, you start with the layer most likely to be causing the problem and then work either down or up depending on what your tests reveal.
divide and conquer
In the context of incident response and breach reporting, escalation is the process of involving expert and senior staff to assist in problem management.
escalation
You may need to _________________ a problem for any of these reasons:
The problem is beyond your knowledge or ability to troubleshoot.
The problem falls under a system warranty and would be better dealt with by the supplier.
The scope of the problem is very large and/or the solution requires some major reconfiguration of the network.
A customer becomes difficult or abusive or demands help on an unsupported item.
escalate
Some of the alternatives for _________________ include:
Senior staff, knowledge experts, subject matter experts, technical staff, developers, programmers, and administrators within your company.
Suppliers and manufacturers.
Other support contractors/consultants.
escalation
At the _______________ layer, a signal transmitted over a communications channel consists of a series of events referred to as symbols.
physical
he number of symbols that can be transmitted per second is called the baud rate. The baud rate is measured in _________________________
hertz (or MHz or GHz).
At the data link layer, the nominal bit rate-or bandwidth-of the link is the amount of information that can be transmitted, measured in _________________, or some multiple thereof.
bits per second (bps)
Amount of data that can be transferred over a network connection in a given amount of time, typically measured in _____________ per second (or some more suitable multiple thereof)
bits or bytes
Transfer rate is also described variously as data rate, bit rate, connection speed, transmission speed, or ___________________
bandwidth.
Amount of data transfer supported by a link in typical conditions. This can be measured in various ways with different ____________________
software applications
___________________ is typically used to refer to the actual “useful” data rate at the application layer (less overhead from headers and lost packets).
Goodput
