Time
31 hours 29 minutes
Difficulty
Beginner
CEU/CPE
30

Video Description

Identify the Problem and Establish a Theory This lesson covers identifying a problem and establishing a theory. When identifying a problem, take the following steps:

  • Gather information:

    • Is this the first time?
    • What was going on?
    • Any recent computer changes?
  • Identify symptoms
  • Questions users

    • Talk not only to a single user
  • Determine if any changes

Take the following steps to establish a theory: - Research:

  • Previous documentation
  • Online
  • Question the obvious:

    • Check the most logical solutions
    • Do not jump to conclusions
  • Scientific guess the hypothesis:

    • Work off hypothesis even if not 100% sure
  • Eliminate the most with the least

Video Transcription

00:04
so our first step in our troubleshooting theory is to identify the problem. Now there's more to identifying the problem than just saying, Oh, I don't have an Internet connection. We need to determine as much as possible
00:16
why this problem has happened, what kind of background we have on this issue and what other symptoms may be occurring. That indeed may indicate that just having not having an Internet access isn't really our problem isn't the root of our issue, so we need to identify the problem.
00:32
This includes things such as information gathering, where we ask questions like, Is this the first time this problem has occurred
00:39
as their what was going on When this problem happened? We just open the Internet browser, and then we had no Internet or were we working in the Internet? And then we had a Aargh pop up, and now we don't have Internet access. And also what recent computer changes may we have?
00:56
Did we move our computer to a new location? Did we
00:59
change out the network interface card or change out some cabling in the walls behind the computer? So these are all questions that we want to ask when we're gathering information, we want to identify all the symptoms, not just one particular symptom. We may not have Internet access, but we may notice that we have a small triangle with an exclamation point over our Internet connection.
01:19
Or we may have our flashing light above where our wireless the light for a wireless signal is.
01:25
So we want to check all the symptoms and see if we can identify multiple symptoms, which might be related to our issue
01:30
if we're not actually the person using the computer and who's experiencing the issue. If we're assisting someone else for working on a another person's computer, then we need to question the user of the computer as to what's going on. We want to ask them all of our questions from our information gathering,
01:48
but when we're questioning our users, we don't want to just talk to the single person using the computer,
01:53
especially if it's a network related problem. We also want to get information from the people working around them, are working near them if they can't access the Internet, but the person next to them can then that dramatically changes the way we're going to troubleshoot If no one in their office can access the network, then we're now
02:09
dealing with a network issue. We're not dealing with a single computer issue,
02:14
so so talking to not just that single person, but talking to multiple people around them will also help us in our troubleshooting.
02:22
And then we have determining if there's any changes now. We talked about if there was any recent computer changes, but there may have been recent changes to our network. We want to talk to our users. We want to talk to people around them. But we also want to talk to possibly our other support technicians.
02:36
We may be working on a computer, and then we say, Well, let me check with our network technicians and see if there were any change recent changes in the network
02:43
and then we're talking to them and they say, Oh, yeah, we just recently changed some settings on R GHT P server or we just recently modified some. We recently modified some address reservations or we recently modified some Mac Max access lists and we say, OK, maybe there were some issues when they were making those changes.
03:02
We definitely would definitely want to target recent changes in recent environmental changes
03:07
to our computer and our network. One more troubleshooting troubleshooting issues because a lot of times those changes are related to those issues.
03:15
So
03:17
after we identify our problem, we gather information. We identify our symptoms, then our next step is going to be establishing a theory. So let's say in our information gathering stage, we come up with that our user isn't able to access the Internet. We go through our information gathering and we say, OK,
03:36
is this the first time that they can't access the Internet? And they say,
03:39
Yeah, this is the first time I've noticed in a while that I haven't been able to access the Internet and the time before that was an unrelated issue with my cable not being plugged in, Um, and we know work. Their cable is plugged in this time, so we identify some symptoms, and not only can they not access the Internet, they can't access our network at all
03:59
they can. They not only can't access Google and Yahoo, but they can't access our internal servers. Either
04:04
they can't access our sale server. They can't paying our printers. They can't access other people. They can't access our network at all. It's like their cables not plugged in, but it is plugged in.
04:15
Then we question other users We sell. Okay, Well, maybe there was a switch that went bad. Or maybe there was a router or a bridge that went bad. That's connecting this office to our network. And we talked to the other. People are in a network, and they say, No, I'm good to, uh this is the only person who's having an issue,
04:30
and we determine if there was any recent changes we call our network people we call our We talk to this person in general and they say they say, Yeah, well,
04:40
there was someone who was making some changes on my computer, and they were checking out some of my I P settings, and they recently changed that to help me access some different network. Some different network settings are some different network components. And so we say, Okay, well, maybe it's in those i p settings,
04:56
so we've determined some changes, So we're gonna move on to our next step establishing our theory.
05:00
So we establish our theory, the first thing we're gonna need to do is we're gonna need to do our research. Our research has included identifying the problem in talking with the other people in our other people in other users. But we're also going to research previous documentation. Maybe if we're working on a help desk environment
05:16
or we've documented some of our other issues that we've encountered, we have some sort of database that we can go to and we can pull up previous help tickets.
05:26
If that's the case, then we may be able to do some searches and see if there's anyone who's had any similar issues. When we can check their documentation, we also may be able to check our manufacturers documentation. If we're experiencing an issue with a particular device that has a manual or has some documentation associated with it or a website like a
05:44
like Dell's manufacturer website, then we want to check all the documentation
05:47
and we can also check online. There are thousands of forums and groups and websites and locations such as TechNet Spice works many other different locations where you can go to in order to find information,
06:02
talk on forums and then get a better idea of what may be going on with a particular issue so we can check on line two
06:10
and then we want to question the obvious. So when you're troubleshooting an issue, you don't want to immediately jump to crazy, far reaching conclusions when someone says, Oh, yeah, I can't access the Internet. We don't want to immediately jump to the junk to the most difficult thing to troubleshoot in the most difficult thing to identify.
06:28
We don't want they don't want them to say, Oh, I can't access the Internet
06:30
and then say, Well, maybe, uh, maybe it's your setting in your host file or setting on our D. N s server is incorrectly configured or our one of our four orders down. Or maybe our router has a Miss configuration and its routing protocols. When you check the routing tables,
06:48
we don't want to jump to crazy far out conclusions. Now we may want to jump to those conclusions. If there has been a recent change, say, for example, we call up our network team and they say, Oh, yeah, we've been installing and we've been we've been replacing some routers in that department. We've been replacing some routers over there
07:05
and then we say, Okay, well, maybe we want to check out the routers then or we want to check out some of our configuration dealing with those routers.
07:13
But we want oh, check the most logical and easiest solutions. First, the things that make the most sense and are the simplest s o. I can't access the Internet. Was your cable plugged in?
07:27
Is your wireless switch turned on things that would be would be most logical First things to check. And a lot of times those were the best. The cause of the problem. We have those rare solution. We have those rare situations that are less common where we do experience a very, very technical, difficult issues.
07:46
We have scientific guesses that are called hypothesis. Don't think that just because you don't know 100% what an issue is it doesn't mean that we can't test the theory if we have a general idea Or maybe we have no idea. Then we can say, Well, let me just create a hypothesis and run with it
08:05
because at least in testing, that hypothesis will know
08:07
what isn't the problem. That may seem kind of move that may seem well, why am I wasting my time? What you're not,
08:13
the more you know about it, the more you know about a problem, the more trouble shooting you do on a problem, the better because the more information you can have if you need to escalate it or if you get lucky. And maybe you are trouble shooting a particular problem that I'm not sure if this is the issue or not. And then you go along, you say,
08:30
Well, this wasn't the issue, but this led me to other conclusions to revise my hypothesis.
08:35
So it is very important to not
08:37
not be, ah, 100% even if you aren't 100% sure. Just take your most logical hypothesis and run with it.
08:45
Um,
08:46
and we want to eliminate the most with the least. What we mean by that is we want to eliminate the most the most pot we want to do what we can to eliminate the most possible
09:01
causes of our problem with the least amount of resource is an effort.
09:05
Now, this isn't because we're lazy or cheap, but this is because a lot of times these are going to be the fastest. The fastest things to rule out, Um, I don't have Internet access. Was your cable unplugged Weaken? Typically, check just by looking and see if our network interface card is flashing to see if their cables on blood
09:22
is your cable unplugged. Is your wireless switch turned on? We just eliminated physical physical connectivity issues was just a quick glance, and we saw that their network interface card was blinking.
09:33
Are we just eliminated Physical our wireless, our wireless network card being turned off with one quick glance. So we want to eliminate the most possible causes with the least amount of time, effort and resource is poured into that one possible solution.
09:48
So
09:48
we when we eliminate the most, with the least we're just taking the least amount of troubleshooting time and effort, and resource is
09:58
that we can to eliminate a certain issues.
10:01
So
10:01
we've we've established our theory. Now when we eliminate the most with the least that's gonna be our next that where we actually test our theory. But we're establishing our theory. This is where we're creating our working hypothesis. This is where we're creating our initial theory that we're going to test on our next steps

Up Next

CompTIA Network+

This CompTIA Network+ certification training provides you with the knowledge to begin a career in network administration. This online course teaches the skills needed to create, configure, manage, and troubleshoot wireless and wired networks.

Instructed By

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Anthony Harris
Systems Analyst and Administrator at SAIC
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