Troubleshooting Methodology Flashcards
(24 cards)
What is the first step in troubleshooting methodology?
Identify the Problem
This involves gathering information from the user and identifying any changes made.
What techniques can be used to gather information from the user?
Ask the user to describe the issue, inquire about symptoms, check for error messages, and determine if others are experiencing the same problem
Additional questions include how long the issue has been occurring and if the user has attempted any troubleshooting steps.
Why are backups important before troubleshooting?
Backups ensure data safety, especially when replacing hardware or making configuration changes
They help restore data in case of unintended consequences during troubleshooting.
What is the goal of establishing a Theory of Probable Cause?
Guess the problem based on symptoms, severity, and initial questioning of end users
It involves determining if the issue is hardware, software, operating system, application, or driver-related.
What is a probable cause in troubleshooting?
The most likely reason for an issue among all possible causes
Select the most likely cause first and try other possibilities systematically if it does not resolve the issue.
What is the Top-to-Bottom Approach in troubleshooting?
Start from layer seven (application layer) of the OSI model and work down to layer one, checking each layer for issues.
What is the Bottom-up Approach in troubleshooting?
Start from layer one (physical layer) and work up to layer seven, checking each layer for issues.
What is the Divide and Conquer Approach in troubleshooting?
Start from a midpoint in the OSI model and test for issues, then determine if the problem lies above or below that point.
What is the purpose of testing the theory in troubleshooting?
Determine the cause of the problem
This involves testing the theory without making configuration changes to the system.
What should be done if the theory is not confirmed?
Establish a new theory based on observed symptoms
If the theory is confirmed, determine the next steps to resolve the problem.
What is the purpose of Step 4 in troubleshooting?
Establish a Plan of Action to solve the underlying probable cause identified in previous steps.
What options are available in Step 4 for addressing issues?
Repair, Replace, Create a workaround
Considerations include repair costs versus replacement costs and organizational guidelines.
What does Step 5 involve in troubleshooting?
Implement the Solution
This includes devising a plan detailing resources, time, and cost associated with the solution.
What is the purpose of Step 6 in troubleshooting?
Verify System Functionality
Ensure the resolution effectively addresses the root cause and prevents future issues.
What should be included in the verification process?
Confirm resolution addresses original problem, check replaced components for proper operation, and inspect for any additional damage or disconnected components.
What are some preventative measures in troubleshooting?
Educate users on secure practices, enforce policies, and address recurring issues by proposing policy changes.
What is the purpose of troubleshooting documentation?
Document findings, actions, and outcomes
Include what was wrong, what was done about it, and how to prevent it in the future.
What is a Trouble Ticketing System?
A method to document problems, assignments, actions taken, and solutions.
What is the benefit of an Internal Knowledge Base?
Store troubleshooting steps and lessons learned
It helps new technicians learn from past experiences and facilitates trend analysis.
What is a trend analysis example in troubleshooting?
Identifying a Password Reset Trend through ticket analysis
This led to implementing a self-service password reset option.
What does Tier 1 support involve?
Basic problem-solving.
What does Tier 2 support involve?
More advanced problem-solving.
What does Tier 3 support involve?
Subject matter experts (SMEs) and system administrators.
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