Choose a networking troubleshooting approach; there are some examples in the text. Feel free to cover another that is not listed in the text, as long as it is a suitable network troubleshooting approach.
According to CompTia, the troubleshooting methodology is as follows;
- Identify the problem
- Establish a theory of probable cause
- Test the theory to determine the cause
- Establish a plan of action to resolve the problem and implement the solution
- Verify full system functionality, and, if applicable, implement preventive measures
- Document findings, actions and outcomes
In my experience, I usually try to identify all of the components in a signal path, pick a halfway point, and test for the correct signal there. If I get correct results, I move backwards until I don’t. Then I know which component is faulty. Once I know which component is faulty, I begin diagnosis and work towards resolution. Typically, it involves a great deal of research on open source intelligence sites, trial-and-error, and sometimes I just have to replace the component. This is something I learned while repairing helicopters in the Army, but the theory is the same for just about anything that needs repairs. The biggest take-away that has guided me towards faster repairs is this: my problem is not unique. Someone has experienced it before and knows the answer. Someone has also posted that solution somewhere, I just have to spend the time to look for it.
Why did you choose this networking troubleshooting approach?
I chose that approach from years of experience, and many failures that I learned from those failures. It is easy to get frustrated or overwhelmed when a problem is in front of you and you don’t know the next step to resolve it. There is always a solution out there, and someone knows that answer. Although this is not directly related to networking, the theory of troubleshooting is the same. I was informed that the drain pipe to my kitchen sink was damaged and water was leaking into my crawl space. I called a plumber, who quoted me $3.5k to repair it. I decided that it was time for me to learn basic plumbing. I went underneath my house, looked at the problem, took pictures of every angle I could, went online, researched basic plumbing techniques, then went to a plumbing store to get some advice. I brought him a six pack and he shared his wisdom. Then he filled my cart with everything I would need to fix the problem and showed me how to do it. An hour and a half later, and $14.35 later, the pipe was fixed. I didn’t realize it at the time, but I was following CompTia’s troubleshooting methodology (maybe not step 6).
Take your networking troubleshooting approach and apply it to the issue you chose. Summarize the steps you would take to troubleshoot the issue.
Choosing an issue; cannot connect get on the internet. I chose that issue because it happened to several computers I was managing today. First, I was alerted about the issue, so I researched to find out exactly the extent of it. Is it everyone? Is it post-wide? Is it DISA-wide? It turned out to be just our building. Knowing that other buildings had network and that everyone in our building did not eliminated several possible problems. I knew it had nothing to do with the individual machines or their configuration, and I knew that there was a chance I could re-establish network connectivity. The only elements between the laptops and the post-wide network devices were the modem, router, switch, and patch. I went into the server room and noticed that the lights on the switch weren’t blinking like they usually did. I called the Network Enterprise Center and had them reach out to that switch (I don’t have admin rights on garrison level network devices) and they were able to reset the switch. It turns out that a power outage the night before reset the switch and it lost authentication. I then verified that everyone in the building had network access. I had to fill out a few forms with the NEC after all of that was done.
Reference:
Garn, D. M. (2022, October 5). Use a Troubleshooting Methodology for More Efficient IT Support. Default. https://www.comptia.org/blog/troubleshooting-methodology
