S22-Troubleshooting Methodology Flashcards
(50 cards)
What are the 7 steps in Network Troubleshooting Methodology?
1 - Identify Problem
2 - Establish theory of probable cause
3 - Test theory to determine cause
4 - Establish plan to resolve problem
5 - Implement solution or escalate
6 - Verify system functionality & implement preventative measures
7 - Document findings, actions, outcomes, and lessons learned
What are some Key information gathering questions you can ask when trying to identify the problem?
- What happened?
- What was the Status before?
- What is the status after that?
- Was there any change in the system?
- What have you done so far?
- does anyone else have the same issue?
What should you do at step 1 before proceeding with further troubleshooting steps?
Backup The system
Step 1 of troubleshooting methodology
Identify Problem
True or False: The second step in the troubleshooting methodology is to establish a theory of probable cause.
True.
Fill in the blank: The third step involves __________ the theory to determine if it is valid.
testing.
What is the fourth step in the network troubleshooting process?
Establish a plan of action.
What is the fifth step in the troubleshooting methodology?
Implement the solution.
True or False: The sixth step is to verify full system functionality.
True.
What is the final step in the network troubleshooting methodology?
Document findings, actions, and outcomes.
Short Answer: Why is documentation important in the troubleshooting process?
It provides a record of the problem and the solution for future reference.
Fill in the blank: The first step requires gathering __________ from the user.
information.
True or False: The theory of probable cause can be based solely on gut feeling.
False.
What should you do if the initial theory does not resolve the issue?
Establish a new theory and retest.
Multiple Choice: In which step do you create an action plan?
Fourth step.
Fill in the blank: When you verify functionality, you should also check __________.
user satisfaction.
Short Answer: What is the purpose of testing the theory?
To confirm whether the identified issue is the cause of the problem.
True or False: Documenting the troubleshooting process is only necessary for complex issues.
False.
What is the key benefit of following a structured troubleshooting methodology?
It increases the efficiency and effectiveness of resolving network issues.
Fill in the blank: When establishing a theory, consider __________ factors.
environmental.
Multiple Choice: Which of the following is part of the documentation process?
Recording the steps taken.
Short Answer: What should you include when documenting findings?
Details of the problem, steps taken, and the outcome.
True or False: The troubleshooting methodology is a linear process that cannot be revisited.
False.
What action should be taken if the solution does not work?
Reassess and establish a new theory.
