Troubleshooting skills vary from administrator to administrator. Therefore, although most troubleshooting approaches include the collection and analysis of information, elimination of potential causes, hypothesis of likely causes, and testing of the suspected cause, different troubleshooters might spend different amounts of time performing these tasks.
If a troubleshooter does not follow a structured approach, the temptation is to move between troubleshooting tasks in a fairly random way, often based on instinct. Although such an approach might well lead to problem resolution, it can become confusing to remember what you have tried and what you have not tried. Also, if another administrator comes to assist you, communicating to that other administrator the steps you have already gone though could be challenging.
Therefore, following a structured troubleshooting approach not only helps prevent you from trying the same thing more than once and inadvertently skipping a task, but also aids in communicating to someone else the possibilities you have already eliminated.
You might encounter a variety of structured troubleshooting methodologies in networking literature. However, for the Network+ exam, the methodology shown in figure 21-2 is the one you should memorize.
The following is an elaboration of Step 1 of the seven-step methodology.
Step 1. Identify the problem. Effective troubleshooting begins with a clear problem definition. This definition might include specific symptoms. Here's an example. "User A's computer is unable to communicate with server 1 as verified by a ping test). However, user A can communicate with all other servers. Also, no other user seems to have an issue connecting to server 1.
This problem definition might come from questioning the impacted user(s) and doing your own testing (for example, seeing if you can ping from user A's computer to server 1). If possible, determine whether anything has changed in the network (or in the computer) configuration. Also, find out whether this is a new installation that has failed to work in the past.
Elaboration of Step 2 though Step 7 of the network troubleshooting methodology that should be understood and memorized for the Network+ exam can be found in CompTIA Network+ N10-008 Cert Guide
About The Author
Anthony Sequeira, CCIE No. 15626, is a Cisco Certified Systems Instructor (CCSI) and author regarding all levels and tracks of Cisco Certification. Anthony formally began his career in the information technology industry in 1994 with IBM in Tampa, Florida. He quickly formed his own computer consultancy, Computer Solutions, and then discovered his true passion-teaching and writing about Microsoft and Cisco technologies. Anthony joined Mastering Computers in 1996 and lectured to massive audiences around the world about the latest in computer technologies. Mastering Computers became the revolutionary online training company, KnowledgeNet, and Anthony trained there for many years. Anthony is currently pursuing his second CCIE in the area of Security and is a full-time instructor for the next-generation of KnowledgeNet, StormWind.com. Anthony is also a VMware Certified Professional.
CompTIA Network+ N10-008 Cert Guide contains proven study features that allow you to succeed on the exam the first time. Expert instructor Anthony Sequeira shares preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills, essential for successful completion of the performance-based testing items on the exam. This complete, CompTIA-approved study package includes the following:
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