The CompTIA Network+ 7-step troubleshooting model to logically identify and resolve network issues.
The 7-Step Troubleshooting Process
- Identify the problem
- Gather information: Talk to the user, identify symptoms, and determine if anything has changed recently.
- Duplicate the problem: If possible, try to make the error happen again.
- Identify symptoms: Look for error messages or physical indicators (like unlit LEDs).
- Determine scope: Is this affecting one person, a group, or the whole building?
- Establish a theory of probable cause
- Question the obvious: Start with the simplest explanations (is it plugged in?).
- Consider everything: If the obvious isn't it, look at the OSI layers (is it a cable issue at Layer 1 or a config issue at Layer 3?).
- Test the theory to determine the cause
- Confirm your theory: If the test works, you've found the cause.
- Escalate if needed: If your theory is proven wrong or is beyond your permissions, move the ticket up the chain.
- Re-establish a new theory: If the first test fails, go back to step 2.
- Establish a plan of action and identify potential effects
- Create a plan: Write down the specific steps to fix the issue.
- Assess impact: Determine if the fix will cause downtime for others or require a "Change Management" window.
- Implement the solution or escalate as necessary
- Execute the fix: Follow your plan from step 4.
- Escalate: If the fix doesn't work or you run into unexpected roadblocks, involve senior engineers.
- Verify full system functionality and implement preventive measures
- Confirm the fix: Ensure the original problem is gone and no new problems were created.
- Prevent recurrence: Change configurations or hardware to make sure the same error doesn't happen again.
- Document findings, actions, outcomes, and lessons learned
- Finalize the ticket: Record exactly what the problem was and how it was fixed.
- Build the knowledge base: This helps future technicians solve the same problem faster.