Eight-Step Troubleshooting Model

Just got this from one of my emails and there is no acknowledgment to the author when received. May be worth trying.

The eight-step model is tried and true. You will find it in many basic computer texts and on the industry exam. The steps are as follows:

1. Identify the Symptoms

Sometimes troubleshooting takes place over the telephone while other times one troubleshoots directly. When troubleshooting over the phone, ask both closed and open ended questions based on the problem described by the network client. Don't interrupt the customer or you may miss important information and annoy the customer. Always clarify what the customer said to make sure that you correctly understand what they've stated. The goal is to clearly define all aspects of a problem before implementing a solution.

For example, if a client calls up and complains that their computer will not turn on, one may ask them, "Is it plugged in?" This closed ended will generally yield one response, yes or no. If the client answers yes, ask an open ended question, such as, "What other devices are plugged into the same electrical outlet and are they functional?" This line of questioning will help to clearly identify the real problem. In this example, there may be a problem with the computer, or it may not be receiving power from the electrical outlet.

Often, the best troubleshooting method is to recreate the problem. Sometimes, an error message that was initially overlooked will yield a valuable clue or even a solution. A technician can request that a client recreate the problem and report the result over the phone, or, even better, if the client is on site, a technician can watch first hand as the problem occurs.

Whether troubleshooting directly or over the phone, professional technicians always:

* Put the customer first. Don't get distracted by working on anything else.
* Write down all pertinent information.
* Are helpful and have a positive demeanor.
* Avoid technical acronyms and jargon.

Direct troubleshooting is generally easier because one can more accurately define the problem based on direct observations. When directly working with a client, one can easily decide if an operation is being performed incorrectly or if there is a problem with the equipment.

When troubleshooting directly or over the phone, the most important thing to remember is not to jump to conclusions. Before implementing a solution, especially for highly sensitive or important network equipment failures, it generally good practice to investigate a step further to determine if other areas of the network are affected.

2.Identify the Affected Area

Once the symptoms of a problem are identified, isolate the extent of network that is affected. This step helps to narrow down the extent of troubleshooting required. For example, if a user is experiencing problems when accessing the Internet, determine if it's a specific Web site or the entire Internet that cannot be accessed. Next, find out if it is just one computer or if the entire network has the same Internet-related problem.

3. Establish What Changes May Have Caused the Problem

Typically, network problems do not occur unless something was changed. The task is to eliminate all of the incorrect possible causes from the list of possible causes. Once of the best ways eliminate possible causes is to ask a client or yourself isolating questions such as

1. What was the last change to the system?
2. Was software recently installed?
3. Was hardware replaced?
4. Where you ever able to perform the task that led to the problem?
5. When were you last able to perform task without a proble?

4. Determine the Most Probable Cause

In many cases, more than one network element can cause a problem. Network administrators must use their vast knowledge of networking to select the most probable cause. To determine the most probable cause, or any possible cause, one may need to check with the hardware or software manufacturer or various Internet sources. This task gets easier as network administrators gain experience.

5. Implement a Solution

Once the cause of the problem is isolated, decide on the best way to efficiently and completely fix it. Whether the solution means giving advice over the phone or performing the task first hand, apply only one solution at a time and try to be right the first time. Do not confuse this step with trial and error.

If the solution does not work, it's not the end of the world. Simply document why it didn't work and try a new solution or tackle the next probable cause. All of the research should already be complete, but if necessary, it may be wise to double check with the hardware of software manufacturer or ask another networking expert for advice.

6. Test the Result of the Solution

Once a solution is implemented that appears to work, one must verify the problem is fully resolved. The testing process should include steps to recreate the problem to see if the solution worked.

When working with a client, have them attempt to recreate the problem. Be careful not to slide too far away once the solution seems to work because, more often then not, a related problem will flare up shortly after the solution is implemented. If working with a client over the phone, make sure that they know it's okay to call back for further assistance.

7. Recognize the Potential Effects of the Solution

After implementing a solution, be sure to analyze the potential for future problems to occur. The most common mistake made by network technicians is implementing a solution without realizing that additional problems may yet occur or that the solution itself is a problem. Sometimes, the cure can be worse than the disease.

If a faulty motherboard is replaced, for example, new drivers may need to be installed and the system may need to be reconfigured. As another example, the installation of a security patch may alter important settings on a PC.

8. Document the Solution to the Problem

It is vital to document every problem, large or small and exactly what was done to fix it because problems tend to resurface. When they do, documentation can save time and reduce the chance of repeating troubleshooting mistakes.

The documentation is often assembled into a troubleshooting database for quick reference. Be sure to include the following information to ensure that database entries are valuable:

* A description of the conditions surrounding the problem and the problem symptoms

* The Operating System (OS) version, the software version, the type of computer and a description of any possibly involved hardware.

* Whether the problem could be reproduced

* The solutions attempted

* The final solution

* Anything that important for the next person who may encounter the problem. Assume that you will not be available to help solve the problem the second time around.

Troubleshooting databases are also helpful for tracking problem trends. Trend analysis is often used for predicting troubleshooting workloads and identifying unreliable brands or models (e.g., printers and NICs).

NOTE:

It is not necessary to remember the eight-step troubleshooting model word for word, but it is important to know the basic differences between each step. The following mnemonic device may help:

1. Symptoms of the Problem Some Some
2. Affected Area Average Average
3. Changes to the System ComputerComputer
4. Cause ClientsClients
5. Solution Still Still
6. Test the Solution Try Try
7. Effects of the Solution Every Every
8. Document Day Day