CCNP TSHOOT 642-832/Chapter 2

Troubleshooting Methods

Defining Troubleshooting

• Step 1: Problem Report
• Step 2: Problem Diagnosis
• Step 3: Problem resolution

Diagnosing a Problem

Diagnosing a Problem

Step	Description
Collect Information	A problem report often lacks sufficient information. Collect additional information from. fx. Network Management tolls or interviewing the user.
Examine Collected Information	Examine collected information. Fx. comparing to baseline information.
Eliminate Potential causes	Based on knowledge of network and collected information - start to eliminate causes.
Hypothesize Underlying Cause	After eliminating causes hypothesize the most likely cause of the problem.
Verify Hypothesis	Test if the hypothesize resolve the problem

The Value of a Structured Troubleshooting Approach

Structured Troubleshooting Approach

Shoot from the hip Troubleshooting Approach

Popular Troubleshooting Methods

Top-down, Bottom-up or Divide and conquer approaches

Follow the Path of Traffic

Component Swapping

• Following the traffic pa