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Chapter 19: Network Troubleshooting > Troubleshooting Steps

Troubleshooting Steps

In the Network+ troubleshooting model, there are seven steps you’ve got to have dialed in:

1. Identify the problem.

2. Establish a theory of probable cause.

3. Test the theory to determine cause.

4. Establish a plan of action to resolve the problem and identify potential effects.

5. Implement the solution or escalate as necessary.

6. Verify full system functionality, and if applicable, implement preventative measures.

7. Document findings, actions, and outcomes.

To get things off to a running start, let’s assume that the user has called you yet again, but now they’re almost in tears because they can’t connect to the server on the intranet and they also can’t get to the Internet. (By the way, this happens a lot, so pay attention—it’s only a matter of time before it happens to you!)


  

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