Network Troubleshooting

Identify the problem — gather information, question users, identify symptoms, determine if anything has changed, and duplicate the problem if possible.

1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action, 5) Implement the solution or escalate, 6) Verify full functionality and implement preventive measures, 7) Document findings, actions, outcomes, and lessons learned.

Establish a theory of probable cause — including questioning the obvious (e.g., is the cable plugged in?).

Check simple, common causes first — power, cables seated, correct port, link lights — before assuming a complex failure.

Test the theory to determine the cause — confirm it before acting on it.

Re-establish a new theory of probable cause, or escalate the issue if you cannot determine the cause.