Once a theory of probable cause has been established, it is important to test the theory to determine if it is the actual cause of the problem. If the theory is confirmed, the next steps to resolve the issue can be determined. If the theory is not confirmed, a new theory must be established or the issue can be escalated to the next level of support.
Verify full system functionality and, if applicable, implement preventive measures
Document findings, actions, outcomes, and lessons learned
1. Establish a Theory of Probable Cause: Based on the information gathered and the symptoms identified, the network administrator should establish a theory of the probable cause of the problem.
2. Test the Theory to Determine the Cause: Once a theory has been established, the network administrator should test it to determine the cause of the problem. If the theory is confirmed, the next steps to resolve the problem should be identified. If the theory is not confirmed, a new theory should be established or the problem should be escalated.
3. Establish a Plan of Action: Based on the root cause of the problem, a plan of action should be established to resolve the issue. This plan should consider the potential effects of the solution and how it can impact the network infrastructure.
4. Implement the Solution or Escalate as Necessary: The solution to the problem should be implemented or escalated to a higher level of support, if necessary.
5. Verify Full System Functionality: After the solution has been implemented, it is important to verify the full system functionality to ensure that the problem has been resolved.
6. Implement Preventive Measures: If applicable, preventive measures should be implemented to minimize the chances of the problem reoccurring in the future.
7. Document Findings, Actions, Outcomes, and Lessons Learned: The network administrator should document the findings, actions taken, outcomes, and lessons learned from the network troubleshooting process. This information can be useful for future reference and in preventing similar problems from happening again.
Network troubleshooting is a systematic process of identifying, diagnosing, and resolving network problems. It requires a structured approach to help minimize the impact of network downtime on the business operations. The following are the key steps in the process of network troubleshooting:
1. Gather Information: This is the first and the most important step in the network troubleshooting process. It involves collecting data about the problem, the network infrastructure, and the devices involved in the issue. This step helps in identifying the symptoms and the possible cause of the problem.
2. Question Users: Interacting with users and understanding their experience can be helpful in finding the root cause of the problem. The network administrator can ask specific questions related to the issue and gather information about when and how the problem started.
3. Identify Symptoms: Once the information has been gathered, it is important to identify the symptoms of the problem. This includes the network elements that are affected, the devices that are not functioning, and the error messages received.
4. Determine if Anything Has Changed: The network administrator should determine if there have been any recent changes made to the network infrastructure that could have caused the problem.
5. Duplicate the Problem, if Possible: Duplicating the problem helps in identifying the root cause more accurately. If the problem can be duplicated, the network administrator can isolate it and focus on resolving it.
6. Approach Multiple Problems Individually: If there are multiple problems, it is best to approach them one by one, instead of trying to resolve all the problems at once. This helps in keeping the focus on each problem and resolving it more efficiently.
7. Establish a Theory of Probable Cause: Based on the information gathered and the symptoms identified, the network administrator should establish a theory of the probable cause of the problem.
8. Test the Theory to Determine the Cause: Once a theory has been established, the network administrator should test it to determine the cause of the problem. If the theory is confirmed, the next steps to resolve the problem should be identified. If the theory is not confirmed, a new theory should be established or the problem should be escalated.
9. Establish a Plan of Action: Based on the root cause of the problem, a plan of action should be established to resolve the issue. This plan should consider the potential effects of the solution and how it can impact the network infrastructure.
10. Implement the Solution or Escalate as Necessary: The solution to the problem should be implemented or escalated to a higher level of support, if necessary.
11. Verify Full System Functionality: After the solution has been implemented, it is important to verify the full system functionality to ensure that the problem has been resolved.
12. Implement Preventive Measures: If applicable, preventive measures should be implemented to minimize the chances of the problem reoccurring in the future.
13. Document Findings, Actions, Outcomes, and Lessons Learned: The network administrator should document the findings, actions taken, outcomes, and lessons learned from the network troubleshooting process. This information can be useful for future reference and in preventing similar problems from happening again.
