General Problem Solving Model

When you're troubleshooting a network environment, a systematic approach works best. Define the specific symptoms, identify all potential problems that could be causing the symptoms, and then systematically eliminate each potential problem (from most likely to least likely) until the symptoms disappear.

Figure 1-1 illustrates the process flow for the general problem-solving model. This process flow is not a rigid outline for troubleshooting an internetwork; it is a foundation from which you can build a problem-solving process to suit your particular environment.

Figure 1-1 General Problem-Solving Model

Figure 1-1 General Problem-Solving Model

The following steps detail the problem-solving process outlined in Figure 1-1:

Step 1 When analyzing a network problem, make a clear problem statement. You should define the problem in terms of a set of symptoms and potential causes.

To properly analyze the problem, identify the general symptoms and then ascertain what kinds of problems (causes) could result in these symptoms. For example, hosts might not be responding to service requests from clients (a symptom). Possible causes might include a misconfigured host, bad interface cards, or missing router configuration commands.

Step 2 Gather the facts you need to help isolate possible causes.

Ask questions of affected users, network administrators, managers, and other key people. Collect information from sources such as network management systems, protocol analyzer traces, output from router diagnostic commands, or software release notes.

Step 3 Consider possible problems based on the facts you gathered. Using the facts you gathered, you can eliminate some of the potential problems from your list.

Depending on the data, you might, for example, be able to eliminate hardware as a problem, so that you can focus on software problems. At every opportunity, try to narrow the number of potential problems so that you can create an efficient plan of action.

Step 4 Create an action plan based on the remaining potential problems. Begin with the most likely problem and devise a plan in which only one variable is manipulated.

Changing only one variable at a time allows you to reproduce a given solution to a specific problem. If you alter more than one variable simultaneously, you might solve the problem, but identifying the specific change that eliminated the symptom becomes far more difficult and will not help you solve the same problem if it occurs in the future.

Step 5 Implement the action plan, performing each step carefully while testing to see whether the symptom disappears.

Step 6 Whenever you change a variable, be sure to gather results. Generally, you should use the same method of gathering facts that you used in Step 2 (that is, working with the key people affected in conjunction with utilizing your diagnostic tools).

Step 7 Analyze the results to determine whether the problem has been resolved. If it has, then the process is complete.

Step 8 If the problem has not been resolved, you must create an action plan based on the next most likely problem in your list. Return to Step 4, change one variable at a time, and reiterate the process until the problem is solved.

Note If you exhaust all the common causes and actions (either those outlined in this book or ones that you have identified for your environment), you should contact your Cisco technical support representative.

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