1.1.1 Troubleshooting Process Review
Troubleshooting is the process of identifying, locating and correcting problems. This process involves gathering information and using one or more structured troubleshooting methods.
After the problem in the network is first discovered, one of the first steps is to gather information. The following list provides a review of some of the information you may wish to collect.
- Determine the nature of problem
- End-user reports
- Problem verification report
- Gather relevant equipment information
- Manufacturer
- Make / model
- Firmware version
- Operating system version
- Ownership / warranty information
- Gather configuration and topology information
- Physical and logical topology
- Configuration files
- Log files
- Determine if there were any similar issues previously
- Steps taken
- Results achieved