Troubleshooting methodology 5.1

Question 1

Troubleshooting steps

Answer 1

Identify problem, establish theory, test theory, evaluate results, establish plan of action, implement plan, verify functionality, document findings

Question 2

Identify problem

Answer 2

Gather information, ask users, try to replicate problem. Maybe multiple symptoms.

Question 3

Establish theory

Answer 3

Start with the obvious. Either top-down OSI or bottom-up OSI depending on issue. Break into smaller problems, remove parts which aren’t relevant

Question 4

Test theory

Answer 4

Test theory, if it doesn’t work then try new thory

Question 5

Establish plan of action

Answer 5

Build plan to correct issue, minimizing impact. Have backups and contingency plans

Question 6

Implement solution

Answer 6

Implement during window. Might be third party implementing

Question 7

Verify system functionality

Answer 7

Check in with users, find ways to prevent further issues

Question 8

Document findings

Answer 8

Write down issue and fix, detailed notes on plan of action