Troubleshooting

Troubleshooting Steps for a Network Engineer

Step 1. Identify the Problem

Goal: Gather all necessary information to understand the issue clearly.

Actions:

• Talk to the user and collect details: Name, Location, Building, Floor, IP Address.
• Ask clarifying questions:
  • What happens when you click X, then Y?
  • Is this issue only for you or are others affected as well?
  • Have you faced this issue earlier?
• Perform quick checks:
  • Try changing to another computer.
  • Compare with a neighbor’s computer (IP, connectivity).
• Note symptoms: Is it connectivity, speed, application, or hardware-related?

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Step 2. Establish a Theory of Probable Causes

Goal: Narrow down possible reasons for the issue.

Actions:

• Consider all potential causes (e.g., cabling, switch port, IP conflict, DNS, firewall, routing issue).
• Check logs, error messages, and user reports.
• Use initial tools: ping, traceroute, ipconfig/ifconfig, switchport status.
• Create a list of likely suspects.

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Step 3. Test the Theory to Determine Cause

Goal: Validate which probable cause is the actual root cause.

Actions:

• Apply a quick fix (e.g., renew IP, restart NIC, move cable to another port).
• Test each theory one by one to see if it solves the problem.
• If unsuccessful:
  • Research deeper (logs, vendor documentation, knowledge base).
  • Escalate if necessary with supporting evidence.

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Step 4. Establish a Plan of Action and Implement the Solution

Goal: Fix the issue without causing further disruption.

Actions:

• Choose the most effective and least disruptive fix.
• If downtime is required, communicate with stakeholders.
• Apply the fix methodically (e.g., replace cable, configure switchport, update routing, reset device).
• Monitor during implementation.

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Step 5. Verify Solution and Implement Preventive Measures

Goal: Ensure issue is resolved and won’t reoccur.

Actions:

• Confirm with the user: Is functionality fully restored?
• Run end-to-end connectivity tests.
• Monitor the affected network segment.
• If possible, apply preventive measures (e.g., update configs, patch system, improve monitoring alerts).

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Step 6. Document Findings, Actions, and Outcomes

Goal: Build a record for future troubleshooting.

Actions:

• Record:
  • Problem symptoms.
  • Root cause.
  • Steps taken to resolve.
  • Final outcome.
• Update internal knowledge base or ticketing system.
• Share insights with team for training and future prevention.

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