CompTIA Network+ Study Guide, 5th Edition

Chapter 24Network Troubleshooting Methodology

THE FOLLOWING COMPTIA NETWORK+ EXAM OBJECTIVES ARE COVERED IN THIS CHAPTER:

• 5.1 Explain the network troubleshooting methodology.
  • 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 of action to resolve the problem ...