CompTIA exam study guide presentations by instructor Brian Ferrill, PACE-IT (Progressive, Accelerated Certifications for Employment in Information Technology) "Funded by the Department of Labor, Employment and Training Administration, Grant #TC-23745-12-60-A-53" Learn more about the PACE-IT Online program: www.edcc.edu/pace-it

1. Network
troubleshooting
methodology.

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Instructor, PACE-IT Program – Edmonds Community College
Areas of Expertise Industry Certifications
 PC Hardware
 Network Administration
 IT Project Management
 Network Design
 User Training
 IT Troubleshooting
Qualifications Summary
Education
 M.B.A., IT Management, Western Governor’s University
 B.S., IT Security, Western Governor’s University
Entrepreneur, executive leader, and proven manger
with 10+ years of experience turning complex issues
into efficient and effective solutions.
Strengths include developing and mentoring diverse
workforces, improving processes, analyzing
business needs and creating the solutions
required— with a focus on technology.

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– The importance of a methodology.
– Seven-step troubleshooting methodology.
PACE-IT.

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Network troubleshooting methodology.

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“My methodology is not knowing
what I’m doing and making that
work for me.”
– Stone Gossard

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All networks will require
troubleshooting. If you don’t
know where to start or haven’t
developed a methodology, you
will waste time and resources.
The complexity of modern networks means that
there is a lot that can go wrong. Without a
troubleshooting methodology, your frustration levels
and the frustration levels of those you support, is
going to rise.
A systematic troubleshooting methodology can
significantly reduce the time required to resolve a
problem and close a network trouble ticket—saving
both time and other resources.
Network troubleshooting methodology.

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Network troubleshooting methodology.

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– Step one: identify the problem.
» Gather information. What is actually occurring or not occurring?
Is the problem extremely local, relegated to your network, or
out of your control?
» Identify symptoms. Remember, the symptoms are not the
problem; they just point toward the underlying issue.
» Approach multiple problems individually.
» Question the users. This needs to be done both politely and
firmly. Many problems that are reported within a network are
the result of the end user needing to be educated or re-
educated in proper procedures.
• Also, remember that most end users don’t have your level of
technical knowledge, so be patient, but don’t patronize.
» Determine if anything has changed. This also requires a
systematic approach, so be thorough.
Network troubleshooting methodology.

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– Step two: establish a theory of probable
cause.
» Make a list of all of the possible causes of the problem.
• Consider multiple approaches to the problem (e.g., from
bottom to top and then from top to bottom of the OSI model).
» Divide the list into three ranked sections of: not likely, likely,
and most likely; this provides a great place to start.
» Remember to question the obvious. If the network printer
doesn’t work, check to be sure that it is turned on.
– Step three: test the theory of probable
cause.
» If the theory is confirmed, move on to the next step.
» If the theory is proven to be incorrect, then reestablish a new
theory of probable cause.
» If you run out of probable causes, or the situation worsens, it
may be time to escalate the issue up the troubleshooting chain.
Network troubleshooting methodology.

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– Step four: establish a plan of action and
identify potential effects.
» Simple problems may require a simple plan (e.g., turn on the
network printer).
» More complex problems will require more complex plans. In
some cases, it is a good idea to write the plan out step by step
in order to determine the best course of action and to identify
any possible repercussions from the resolution.
– Step five: implement the plan or escalate.
» If you have the authority, put the plan into action.
• If you don’t have the authority, escalate the problem up the
troubleshooting chain; include all facts and determinations
when doing so.
Network troubleshooting methodology.

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– Step six: verify full system functionality.
» Don’t just verify that the original problem has gone away.
Sometimes, a fix will introduce a new issue into the system.
» If a new issue has occurred, it is time to go back to step one or
escalate the problem.
» If applicable, implement preventative measures at this step.
– Step seven: document findings, actions,
and outcomes.
» Document everything.
• This will save time if and when the problem reoccurs.
» Your documentation may lead to new best practices for your
organization.
» Documenting missteps is also important; it will keep the next
technician from making the same missteps that you may have
made.
Network troubleshooting methodology.

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Network troubleshooting methodology.
Problems will occur in every network. A well developed troubleshooting
methodology will reduce the time it takes to recover, will cause less
frustration and headaches, and may even make you a network hero.
Topic
The importance of a
methodology.
Summary
The steps are: identify the problem, establish a theory of probable cause,
test the theory, establish a plan (including any effects of the plan),
implement the plan, verify full functionality, and—as a final step—document
everything.
Seven-step troubleshooting
methodology.

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THANK YOU!

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