Content 13.4 Troubleshooting Network Problems 13.4.4 Problem-solving guidelines Troubleshooting a network requires problem-solving skills. The use of a structured method to detect, analyze, and address each problem as it is encountered increases the likelihood of successful troubleshooting. Troubleshooting should always be done in a step-by-step manner. Good problem solving skills are not specific to computer networking. Consider the way in which a doctor approaches a perplexing medical problem or the way in which an investigator solves a crime. Regardless of the field, the steps are similar. Gather information A physician takes a medical history and asks the patient to describe symptoms. A police detective questions victims and witnesses. Both rely on their own observations and might have to turn to books or other experts to research specific facts involved in the case. A network troubleshooter should learn to listen as users describe their experiences. Good questions are an essential part of gathering the information needed to diagnose the problem. Analyze the information This is where experience and knowledge come into play. The most obvious possible causes should be eliminated first. If a patient complains of headache, the doctor does not begin by performing brain surgery, but first considers the simpler factors from which the symptoms can originate. As possibilities are eliminated, the search is narrowed. Formulate and implement a "treatment" plan Create a plan to rectify the problem. Every plan should include a contingency plan, in case the first attempt does not work. Proceed with the plan in an organized fashion. Try only one solution at a time. Test to verify the results of the treatment It is essential that the success of the troubleshooting actions be confirmed. It is also important to verify that the "cure" did not have side effects that caused additional or different problems. Document everything The details of the problem and the steps taken to correct it should be recorded, ideally with a filed hard copy. This documentation of the trial-and-error process could save a future administrator a great deal of time. Realistic goals and priorities are critical during the network troubleshooting and optimization process. A cost-benefit analysis can help determine which problems should take precedence. Costs are not always monetary. Although priorities can be dependent on issues including budgets, efficiency, time pressures and deadlines, even internal politics can be cost factors. Troubleshooting is one of the most difficult jobs of the network administrator. It is also the area in which a good administrator proves his or her worth and earns both the salary and the title. Worksheet  (PDF, 8 KB)   Windows 2000 Diagnostic Tools