5.0 Network+ Certification Cram Notes : Network Troubleshooting

Gather Information: Before attempting to resolve a network issue, it's important to gather as much information as possible about the problem. This can include the time the issue started, who was impacted, and what type of network resource is affected (e.g. internet, email, file sharing, etc.). It's also helpful to gather information about the network environment, including the type of network, topology, and the components involved. This can help you quickly identify potential sources of the problem.

Question Users: Speaking with users who are affected by the issue can help to gather additional information and clarify the symptoms. This can include asking questions about what the users were doing when the problem occurred, what error messages they received, and what type of devices they were using. This information can be valuable in determining the root cause of the problem.

Identify Symptoms: Identifying the symptoms of the network issue is an important part of the problem-solving process. Symptoms can include slow network performance, inability to access network resources, or errors when attempting to use a network service. Understanding the specific symptoms can help you to identify the root cause of the problem more quickly.

Determine if Anything Has Changed: Checking to see if anything has changed in the network environment can help you to identify the source of the problem. This can include changes to hardware or software components, changes to network configurations, or changes to network usage patterns.

Duplicate the Problem, if Possible: If you're able to duplicate the issue, it can be helpful in identifying the root cause. This can involve recreating the conditions that led to the problem, such as recreating the steps the user took when the issue occurred.

Approach Multiple Problems Individually: If there are multiple problems present, it's important to approach each one individually. This allows you to focus on resolving one issue at a time, rather than trying to solve multiple problems at once. By taking a methodical approach to resolving each issue, you can more effectively resolve the problems and prevent future issues from arising.

Establish a theory of probable cause

Establishing a theory of probable cause in network troubleshooting involves making an educated guess as to what may be causing the issue based on the symptoms and information gathered so far. This step is important because it helps to guide the next steps in the troubleshooting process and provides a direction to work towards.

Questioning the obvious means considering simple and straightforward explanations for the problem before looking into more complex or technical causes. For example, is the device turned on or is it properly connected to the network? These types of questions may seem simple or trivial, but they can often lead to quick resolution of the issue.