Troubleshooting Methodology

Question 1

CompTIA Network+ troubleshooting methodology

Answer 1

1. Identify the problem:

• Gather information.
• Question users.
• Identify symptoms.
• Determine if anything has changed.
• Duplicate the problem, if possible.
• Approach multiple problems individually.

2. Establish a theory of probable cause:

• Question the obvious.
• Consider multiple approaches:
• Top-to-bottom/bottom-to-top OSI model.
• Divide and conquer.

3. Test the theory to determine cause:

• If theory is confirmed, determine next steps to resolve problem.
• If theory is not confirmed, establish new theory or escalate.

4. Establish a plan of action to resolve the problem and identify potential effects.
5. Implement the solution or escalate as necessary.
6. Verify full system functionality and implement preventive measures if applicable.
7. Document findings, actions, outcomes, and lessons learned throughout the process.