Net+ N10-009 - 5.1: Troubleshooting Methodology

Gather information

Identify the problem

Question users

Identify the problem

Identify symptoms

Identify the problem

Determine if anything has changed

Identify the problem

Duplicate the problem, if possible

Identify the problem

Approach multiple problems individually

Identify the problem

Question the obvious

Establish a theory of probable cause

Consider multiple approaches

Establish a theory of probable cause

top-to-bottom/bottom-to-top OSI Model

Establish a theory of probable cause (consider multiple approaches)

Divide and conquer

Establish a theory of probable cause (consider multiple approaches)

If theory is confirmed, determine next steps to resolve problem

Test the theory to determine the cause

If theory is not confirmed, establish a new theory or escalate

Test the theory to determine the cause