How IT* Works series - #5

- Troubleshooting

*IT=Information Technology (got

Objective
This workshop surveys the basics of general
troubleshooting and review strategies for how
to isolate, identify, prioritize, and resolve
problems.

Introduction
Troubleshooting is perhaps the most difficult task that computer
professionals face. Added to the need to get to the bottom of a
problem afflicting a network component is the pressure to do so as
quickly as possible. Computers never seem to fail at a convenient
time. Failures occur in the middle of a job or when there are
deadlines, and pressures to fix the problem immediately are
intense.
After a problem has been diagnosed, following the procedures
required to correct the problem are straightforward generally. But
before that diagnosis occurs, it is essential to isolate the true
cause of the problem from irrelevant factors.
Troubleshooting is more of an art form than an exact science.
However, to be efficient and effective as a troubleshooter, we
must approach the problem in an organized and methodical
manner. Remember that you are looking for the cause, not its
symptoms; yet frequently, problems as originally reported are just
symptoms and not the true cause. As a troubleshooter you need
to learn to quickly and confidently eliminate as many alternative

Step 0 - Is there a problem

actually ?
This step asks the question "Does a failure exist?" The first step in identifying a
failure is recognizing that a failure exists. This sounds ridiculously simple, and
usually it is, but it is also very important. For example, a common failure can be
as simple as the power is not connected to a power supply. Electric components
and electrical circuits will not operate without electricity. This is very simple
troubleshooting, but it can save a lot of time and potential embarrassment.
Verification of the problem will either provide you with indications of the cause if
a problem actually exists or prevent the troubleshooter from wasting time and
effort on "ghost" problems caused by the operator's lack of SW/HW
understanding. Do not simply accept a report that something is wrong without
personally verifying the failure. A few minutes invested up front can save a lot of
time down the road.
PEBCAK, PICNIC
ID-10-T error
Layer 8

My monitor is not
working. Whats
this cable for?

Troubleshooting Process Overview

Step
Step
Step
Step
Step
Step

1:
2:
3:
4:
5:
6:

Define the Problem

Identify/Isolate the Cause
Research the problem
Select and Test Solutions
Confirm the Results
Document the Outcome

Step 1: Define the Problem

Gather Information
It is important to know as much as you can about the situation before you
jump headlong into trying to fix it. Gathering information is the first step in
successful troubleshooting.
Environment: OS Version, IP Configuration, Event Logs

Ask Probing Questions

It is very important to understand that the user is generally not happy with his
or her situation. Your courtesy and professionalism will make the circumstances
better for the user and enable you to gather information needed to fix the issue.
Be patient. Be polite. Be constantly aware that you are there to help the user.
Be aware that a user coming to you for help with a situation probably will not
share your level of technical expertise and may therefore use incorrect or
imprecise terminology.

Verify the Issue

Verifying the issue is extremely important in successful troubleshooting. It

gives you a chance to objectively confirm the extent and the nature of the
situation. In the long run, it saves time since you do not waste time working
on the wrong issue.

Real Story - The Vainilla Ice Cream Allergic

Car

Step 2: Identify/Isolate the Cause

This step is intended to narrow down the possible faulty component based on the
information obtained in steps one. Get the error Message. Get the error
Message. Get the error Message. Theres always one. Did you get the error
message?

The question asked by this step is "Would failure of this function cause
the symptoms I am seeing" Again, the purpose of this step is to narrow
the possibilities down to a list of probable faulty functions.
Do not get locked in on what a technician "knows" the trouble has to be.
Past troubleshooting experience and hunches certainly play a part in
figuring out which is the faulty function. However, do not ignore hard
evidence just because one assumes trouble is known prior to proper
troubleshooting steps.
One method to isolate some problems is by removing everything that
isn't required to run.

DEMO: The FTP Issue and the error

message

From the Field

Step 2: Eliminate Third-Party
Products