Troubleshooting Methodology (CompTIA) - Steps 1 through 7

Vocabulary flashcards covering key concepts from the troubleshooting methodology lesson.

Identify the problem

The process of determining what is wrong by gathering information from the user, noting symptoms, status before/after, and potential causes.

Symptoms

Observable signs that indicate a problem and help pinpoint the root cause.

Environmental or infrastructure changes

Modifications to the environment (e.g., HVAC, network, power) that could cause new issues and should be inquired about.

Backups

Creating copies of data before making changes to prevent data loss or corruption.

Questioning the user

Asking clarifying questions about what happened, prior status, recent changes, and other details to gather facts.

Error messages

On-screen messages that can provide clues to the problem; request that the user read or screenshot them.

Sounds as indicators

Audible clues (e.g., grinding or clicking) suggesting hardware failures such as a failing hard drive.

Scope of the problem

Determining how many users or systems are affected and where the problem lies (single system vs broader network).

Reproducing the problem

Attempting to recreate the issue to observe symptoms and aid diagnosis.

Internal research

Using system logs, diagnostics, and documentation to investigate probable causes.

External research

Consulting outside sources (vendor docs, online resources) to gather information and verify theories.

DownDetector

A site that reports whether a service (e.g., netflix.com) is up or down to help verify outages.

Top-down OSI approach

Start troubleshooting at layer 7 (application) and move down through the OSI model to layer 1.

Bottom-up OSI approach

Start at layer 1 (physical) and move up through the OSI model to layer 7.

Divide and conquer (middle-out) approach

Test a middle OSI layer (often layer 4-5) to determine if the problem is above or below that point.

Probable cause

The most likely explanation among possible causes, used to guide initial troubleshooting.

Theory of probable cause

A hypothesis about the root cause formed from observed symptoms and data.

Four outcomes of testing a theory

Theory confirmed (solve), theory not confirmed (form a new theory), problem fixed but requires escalation, or stuck and escalated.

Plan of action

A detailed plan outlining how to resolve the root cause, including steps, resources, time, cost, and impacts.

Repair, replace, or workaround

Options in the action plan: repair the component, replace the system, or implement a temporary workaround.

Authorization

Obtaining permission for changes that may impact other systems or require downtime.

Verify full system functionality

Ensure the problem is resolved and the system operates normally, including related components and drivers.

Preventive measures

Actions taken to prevent recurrence, such as user education or policy changes.

Documentation: Findings, Actions, and Outcomes

Recording what was wrong, what was done, and how to prevent recurrence in tickets and knowledge bases.

Trouble ticketing system

A system to document, track, and manage IT issues and resolutions.

Knowledge base and FAQs

Repositories of troubleshooting steps and common questions to aid technicians.

Tiered support (Tier 1/2/3)

A hierarchical support structure with increasing expertise and authorization to fix issues.

Trend analysis

Using documented data to identify recurring problems and guide process improvements.