CompTIA Network+ N10-008 Cert Guide

Chapter 21

A Network Troubleshooting Methodology

This chapter covers the following topics related to Objective 5.1 (Explain the network troubleshooting methodology) of the CompTIA Network+ N10-008 certification exam:

• Identify the problem

  • Gather information

  • Question users

  • Identify symptoms

  • Determine if anything has changed

  • Duplicate the problem, if possible

  • Approach multiple problems individually

• Establish a theory of probable cause

  • Question the obvious

  • Consider multiple approaches

    • Top-to-bottom/bottom-to-top OSI model

    • Divide and conquer

• Test the theory to determine the cause

  • If the theory is confirmed, determine the next steps to resolve the problem

  • If the theory is not confirmed, reestablish a new theory or escalate

• Establish a plan ...