Troubleshooting methodology-
- Define the problem
- Gather information
- Analyze information
- Eliminate potential causes
- Propose hypothesis
- Test hypothesis
- Solve problem and document solution
Approach-
- Top-down method: - start at the top of the OSI model
- Bottom-up method: start at the bottom of the OSI model
- Divide and conquer method: start in the middle of the OSI model
Methods-
- Compare configuration to another similar device
- Follow the path, checking each device in the path as you go
- Swap components
Perform and document fault isolation-
Refers to the first part of the troubleshooting problem. In this first step the problem is isolated and verified. It is important that the problem is documented and entered into a job tracking system.The problems needs to be isolated down to a root cause, and this root cause needs to be verified.
Resolve or escalate-
Troubleshooting begins at the bottom of the OSI model. We first begin by ensuring the lower layers of the stack are not the problem and work our way up.If after isolating the problem it can not be resolved using your resources and/or skills the problem should be escalated.
