Summary

Chapter 15: Advanced Networks 31Troubleshoot the NetworkTo begin troubleshooting a network problem, you should first try to locate the source of theproblem. Check to see if a group of users or only one user has the problem. If the problemis with one user, begin troubleshooting the problem starting with that person’s computer.After completing this section, you will meet these objectives:■■■Review the troubleshooting process.Identify common problems and solutions.Apply troubleshooting skills.How ToReview the Troubleshooting ProcessNetwork problems can result from a combination of hardware, software, and connectivityissues. Computer technicians must be able to analyze the problem and determine the causeof the error to repair the network issue. This process is called troubleshooting.Review the following troubleshooting process:Step 1.Step 2.Step 3.Step 4.Step 5.Step 6.Gather data from the customer.Verify the obvious issues.Try quick solutions first.Gather data from the computer.Evaluate the problem and implement the solution.Close with the customer.The first step in the troubleshooting process is to gather data from the customer.Ask the customer open-ended questions about network errors. (The following list is notcomprehensive.)■■■■■■■■When did the problem start?What problems are you experiencing?Can you tell me anything else about the problem?What other users are having the problem?What type of equipment is having the problem?What are the effects of the problem?Describe your work environment.When did you last back up your computer?