Troubleshooting Methodology

Question 1

Step 1:
Identify the problem

Answer 1

What happened?

What was the status before?

What is the status after that?

Has there been any changes to your system?

Did you see any error messages that appear on the screen? If so, can you read that error message to me now?

Is anybody else in your area having the same problem?

How long has this been happening?

Has any changes recently been made to that system?

Have you tried to do anything to solve the problem yet?

Perform backups

Question 2

Step 2: Establish a theory of probable cause and question the obvious

Answer 2

Top-to-bottom approach - OSI model as your guide. start with layer 7 & work our way down to layer 1

Bottom-up - Start with layer 1 & work your way up to layer 7

Divide and conquer - pick somewhere right in the middle of the OSI model

Question the obvious | External research (Internet) | Internal research (system)

Question 3

The most likely cause among all the different possible causes that may have happened | What is the most likely thing

Answer 3

Probable Cause

Question 4

Burning smell - Damaged processor or motherboard components

Clicking or grinding sound - Failing hard drive

No spinning fan - Power issue or broken fan

You may want to try to reproduce the problem

if someone has already worked on that system, you want to talk to them and figure out what did they do

Question 5

Step 3: Test the theory

Answer 5

Theory is confirmed

Theory is not confirmed - Not confirmed, & you need to come up with a new theory and then try to test that theory, and if you find it, then you’re going to fix it

Lack of skills or authority

Inability to solve

Question 6

What is the 7 step troubleshooting methodology?

Answer 6

Step 1:
Identify the problem

Step 2: Establish a theory of probable cause and question the obvious

Step 3: Test the theory

Step 4: Establish a Plan of Action

Step 5: Implement the solution or escalate as necessary

Step 6: Verify system functionality

Step 7: Documentation

Question 7

When you’re dealing with a problem, usually you’re going to have three main things you can do as part of your plan of action

Answer 7

Repair

Replace

Workaround

Question 8

In addition to figuring out what you’re going to do, you also need to plan how its going to be done known as establishing a plan of action

Answer 8

How much resources

How much time

How much cost

Potential impacts

A change of plan requires another authorization

Question 9

check that the problem has been solved

inspect the other components to ensure nothing else is damaged, broken, or disconnected

Check the disabled or uninstalled software

Check the logs and diagnostic tools to confirm everything is working the way they should

Implement preventative measures

Answer 9

Goal is to verify system functionality & implement preventative measures

Question 10

Which step in the troubleshooting methodology involves identifying changes made to the network configuration before the issue arose?

Answer 10

Establish a theory of probable cause

Question 11

Which of the following statements does not fit “Identifying the Problem”, while following the troubleshooting methodology?

Answer 11

Question the obvious

Question 12

When should the troubleshooting methodology be employed?

Answer 12

Whenever encountering network issues, regardless of scope or complexity

Question 13

What is the final step in the troubleshooting methodology?

Answer 13

Document findings, actions, outcomes, and lessons learned throughout the process

Question 14

How many steps are involved in the troubleshooting methodology?

Answer 14

7