When selecting an effective troubleshooting approach to solve a network
problem, the problem is usually resolved in a quicker, more cost-effective
manner.
Consider the following when selecting an effective
troubleshooting approach.
Determine the Scope of the Problem
A troubleshooting approach is
often selected based on its complexity. A bottom-up approach typically works
better for complex problems. Using a bottom-up approach for a simple problem
may be overkill and inefficient. Typically, if symptoms come from users then a
top-down approach is used. If symptoms come from the network, a bottom-up
approach will likely be more effective.
Apply Previous
Experiences
If a particular problem has been experienced previously,
then the troubleshooter may know of a way to shorten the troubleshooting
process. A less experienced troubleshooter will likely implement a bottom-up
approach, while a skilled troubleshooter may be able to jump into a problem at
a different layer using the divide and conquer approach.
Analyze the
Symptoms
The more known about a problem, the better the chance that it
can be solved. It may be possible to immediately correct a problem simply by
analyzing the symptoms.
Example
Two IP routers have been
identified in a network that have connectivity, but are not exchanging routing
information. Before attempting to solve the problem, a troubleshooting approach
needs to be selected. Similar symptoms have been seen previously, which point
to a likely protocol issue. Since there is connectivity between the routers, it
is not likely to be a problem at the physical or data link layer. Based on this
past experience knowledge, it is decided to use the divide and conquer
approach, and the troubleshooter begins testing the TCP/IP-related functions at
the network layer.