CompTIA Network+ Exam Success Tutorial: Network+ Exam N10-006, Objective 4.1

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CompTIA Network+ Tutorial: Network+ Exam N10-006, Objective 4.1

Given a scenario, implement the following network troubleshooting methodology.
• Identify the problem
Gather information
Duplicate the problem, if possible
Question users
Identify symptoms
Determine if anything has changed
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 cause
Once theory is confirmed, determine
next steps to resolve problem
If theory is not confirmed, re-
establish new theory or escalate
• Establish a plan of action to resolve the
problem and identify potential effects
• Implement the solution or
escalate as necessary
• Verify full system functionality
and, if applicable, implement
preventative measures
• Document findings, actions and outcomes