Unit 10

Question 1

Actually identify underlying problem—what’s actually causing
symptoms to manifest themselves
* Obtain information from three sources
 User experiencing problem
 Computer in form of logs and error messages
 Personal observation if possible
* Make backup copy to restore if needed

Answer 1

Identify the Problem

Question 2

Establish list of all probable causes
 List all, including those that may seem insignificant or unlikely such as
unplugged cable or device turned off
* Prioritize from most likely to least likely
* If no probable cause can be determined, escalate problem to
higher level

Answer 2

Problem Causes

Question 3

Consider whether or not you can troubleshoot the issue on
your own, or escalating it to higher authority is called for
* Test theory to determine if it is, indeed, actual cause
* If theory confirmed, move to next step
* If theory disproved, go back to step two or step one, as
needed and repeat

Answer 3

Test the Theory

Question 4

Can be simple or complex
* Write plan out step by step to determine best course of action
* Identify possible repercussions that problem resolution may
introduce into network
* Identify downtime if required
* Schedule not to impact other users
* May require coordination with other offices or agencies
* Escalate the problem to more senior level if necessar

Answer 4

Establish a Plan of Action

Question 5

Make one change at a time then test to confirm change has
resolved problem
* If not resolved, reverse change if appropriate and implement
new change
* Consider multiple causes of problem
* Keep record of each change and reversal; include effects
were, if any, on system

Answer 5

Implement a Solution

Question 6

Sometimes, fix will introduce new issue(s), so test for full
system functionality
* Implement preventative measures so problem does not
reoccur
* If full system functionality has not occurred, go back to step
one and continue to work through troubleshooting
methodology

Answer 6

Verify Functionality

Question 7

Define problem
 Gather information, data and evidence
 Identify all issues and events that contributed to problem
 Determine root causes
 Identify recommendations for eliminating or mitigating the
reoccurrence of problems or events
 Implement identified solutions

Answer 7

• Basic Root Cause Analysis

Question 8

Document findings, actions, and outcomes
* When problem occurs again, information available to
troubleshoot and resolve issue
* Captures history of equipment and users so that perpetual
issues become known and recorded
* Document both positive and negative outcomes
 Save time during future troubleshooting
 Prevent others from taking same missteps taken

Answer 8

Document the Solution