Identify the problem - Learn Tech From Zero

5.1 Explain the troubleshooting methodology

📘CompTIA Network+ (N10-009)

The first step in any troubleshooting process is identifying the problem. If you don’t know what the issue is, you can’t fix it. In IT, problems can occur in networks, devices, servers, or software.

Here’s how to approach it in a structured way.

1. Gather Information

Before jumping into fixing something, collect all relevant details about the issue. Ask yourself or the user questions like:

What is not working?
- Example: A user can’t access a shared folder on the network.
When did it start?
- Example: The network drive stopped working after a Windows update.
What was changed recently?
- Example: Firmware on a switch was updated yesterday.
Who is affected?
- Example: Only one user or the entire department?

Why this is important: Many IT problems are caused by recent changes. Identifying changes can save hours of unnecessary troubleshooting.

2. Identify Symptoms

Symptoms are observable effects of the problem, not the root cause. Focus on what you can see or measure:

Can the device ping the server?
Are there error messages?
Are LEDs on a switch indicating issues?
Is a particular website not loading for everyone or just one user?

Example: If a user cannot access email, the symptom might be “Outlook displays ‘Server not found’” – not “The email server is down” (that’s the cause, which we figure out later).

3. Determine the Scope

Understand how widespread the issue is:

Is it one device, one user, or the whole network?
Does it happen at a specific time or constantly?

Example:

Only one PC cannot reach the internet → Likely a local PC problem.
Multiple users in one office cannot access a shared printer → Could be a network switch, VLAN, or printer issue.

4. Consider Recent Changes

Many problems happen because of recent modifications. Ask:

Were software updates installed?
Was new hardware added?
Were configuration changes made to routers, firewalls, or switches?

Example: If a firewall rule was recently updated, and now users cannot access a web server, this change could be the problem.

5. Document Everything

Even at this early stage, write down all findings:

What the user reports
Symptoms you observe
Devices affected
Recent changes

Why: Documentation prevents repeating work and helps others understand the problem if escalation is needed.

6. Avoid Jumping to Conclusions

Do not assume the cause too early. Always separate:

Symptom → What you see
Cause → Why it’s happening

Example: Just because a PC cannot reach a website does not automatically mean the ISP is down. It could be a local DNS or proxy configuration issue.

7. Tools to Help Identify the Problem

There are IT tools that help you identify issues:

Ping & Traceroute → Check connectivity between devices.
IPConfig / Ifconfig → Check IP addresses, subnet masks, and gateways.
Event Viewer / Syslog → Look for error logs on devices.
Network monitoring tools → See if switches, routers, or servers have issues.
Packet captures (Wireshark, tcpdump) → Identify where traffic is failing.

Key Points for the Exam

Step 1 of troubleshooting: Identify the problem.
Important activities: Gather information, identify symptoms, determine scope, review recent changes, document findings.
Remember: Don’t jump to conclusions. Focus on facts first.
Focus on IT-specific examples: Network access issues, printer problems, server connectivity, email or application access failures.

✅ Summary Table for Students

Activity	What to do	Example in IT
Gather Information	Ask about symptoms, users affected, recent changes	“User cannot access network drive”
Identify Symptoms	Record what is observed	“Ping fails to file server”
Determine Scope	Single device, multiple users, or network-wide	“Only PC in HR affected”
Consider Changes	Check for software/hardware/config updates	“Switch firmware updated yesterday”
Document Everything	Write down all details	“Error message: DNS lookup failed”
Avoid Assumptions	Focus on symptoms, not causes	“Do not assume ISP is down yet”