| 1. | Set the problem’s priority. Ask yourself a few questions: How serious is this problem? Will the network still function if I attend to other matters first? Can I quantify the loss of work time or productivity the problem is causing? These will help you determine the severity of the problem relative to the other pressing problems you might face. |
| 2. | Collect information to identify the symptoms. Collecting information can be as simple as asking users to describe the problem in detail. A user’s description of the problem can lead to further questions, which can lead to a deeper description. If you keep a documented history of your network (see Chapter 12, “Monitoring the Network”), you can compare the present behavior of the network with the baseline behavior. You also can look for possible previous occurrences of the problem. |
| 3. | Develop a list of possible causes. Again, ask yourself a few questions: Was the problem a result of connectivity devices? Cabling? Protocols? A faltering workstation? What do past occurrences have in common with the present occurrence? List all possibilities. |
| 4. | Test to isolate the cause. Develop tests that will prove or disprove each of the possible causes. The tests could be as simple as checking a setup parameter or as complicated as studying network traffic with a protocol analyzer. You learn about some of the hardware and software network testing tools in the section titled “Using Troubleshooting Tools” later in this chapter. |
| 5. | Study the results of the test to identify a solution. Your tests will (ideally) point you to the real problem; after you know the problem, you can determine a solution. |
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