comptia methodology
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examples.docxFor this discussion, you will be assessing the following help desk ticket below from Chikako (connectivity issue). Use the CompTIA 6-step troubleshooting process below to help figure out the connectivity issue.
CompTIA 6-Step Troubleshooting Process:
1. Identify the problem.
2. Establish a theory of probable cause.
3. Evaluate the theory to determine the actual cause.
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and if applicable, implement preventative measures.
6. Document findings, actions, and outcomes.
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[Forwarded Ticket] Assignee: Open Raised by: Chikako Sato, buyer, Tokyo office Category: Connectivity Issue Priority: High Message: THIS IS URGENT. Chikako called me at the help desk, saying his computer is up and working but cannot log into the domain. He has a meeting in 25 minutes and needs files and the PowerPoint for the meeting! I cannot take over their machine remotely nor can I ping it. Can you help? -Jen |
There are multiple potential solutions. You can pick one of the four below or have a different potential solution of your own.
· bad cable
· bad NIC
· switch failure
· DHCP server down
Focus on only one of the potential solutions for stepping through the six steps of the troubleshooting process. Answer the first four out of the six steps in your post. For the third CompTIA step, what would it take to prove your theory correct or incorrect? Example: If I do X and Y happens, then that is the issue. If Z happens, it is something else.
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Matthieu Poirier-Herrington posted Jun 28, 2021 6:50 PM
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1. Identify the problem.
2. Establish a theory of probable cause.
3. Evaluate the theory to determine the actual cause.
4. Establish a plan of action to resolve the problem and implement the solution.
5. The problem is that Chikako has a meeting in 25min and cannot connect to the domain. This issue will prevent him from doing his work presentation which is urgent.
6. My theory is the the DHCP server is down. That is the first thing that came to mind that could potentially cause this problem with the computer being up and running.
7. To evaluate this theory I would check connectivity with other computers in the office. If they are having the same issue that would tell me that the problem is in fact the DHCP sever.
8. To solve this problem I would insure that the sever is on and connected. Once I have insured of that, I would simply restart it as well as the computers and see if the issue has been resolved. This solution should fit the 25 min time frame appropriately. If not, I will have to run more tests and most likely beat the 25min time crunch.
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Hide James posted Jun 26, 2021 1:48 PM
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. On the trouble ticket it stated that the computer could not log into the domain.
2. First, I would ask what has changed, because the cause of this issue could be something the user did unknowingly or a connectivity issue.
. I would go look at the computer in person and ensure that all settings are accurate. If the settings are accurate, I will then check to see if all cables are properly seated into the ports and at the other end. I can also run the internet troubleshooter to see if it can resolve itself. If there is still an issue logging into the domain then I will test the cables to ensure it is still functional and not damaged, using a cable tester or tone generator. Turns out the cable was damaged because it would not generate a tone.
. . My plan of action would be to replace the cable, and test to see if I can log into the domain.
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· Discussion week 6 Anthony Sayre
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Anthony Sayre posted Jun 28, 2021 9:39 PM
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3. Identify the Problem- Chikako cannot log into the domain he is requiring for work
3. Establish a theory of Probable cause- Chikako is not able to log into a domain, network connection may be the issue.
3. Evaluate the theory to determine probable cause- With the sudden inability to connect to this domain it may be a simple cable issue that could of been jostled or removed.
3. Establish a plan to resolve the problem and implement a solution- Check all cables related to networking for damage or not connected.
3. Verify full system functionality and if applicable, implement preventative measures- after checking cables for damage/connection attempt to reach domain. If domain is contacted proceed to step 6, if uncontacted escalate ticket to replacing NIC card.
3. Document findings, actions, and outcomes- arrived at Mr. Chikako's office to investigate possible cable management, after connecting cable back into computer from being removed. After Mr. Chikako was informed he could reach the domain he was requiring for his meeting we signed off and made plan a plan to make sure cable is not needing replaced in the future.
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Jeremy Myers posted Jun 28, 2021 12:36 PM
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1. Identify The Problem
Chikako Sato's PC is not able to connect to the domain and the Help Desk is unable to remote in nor ping the machine.
2. Establish a Theory of Probable Cause
Due to the nature of the problem, I would boil down the issue to a bad NIC or bad cable. A bad NIC would not allow any network connectivity but would need to be verified by checking other PCs connected to the same network to ensure they are not experiencing the same issue. A bad cable, assuming the cable is the RJ-45, would also not allow for network connectivity and would also need to be verified by checking other PCs connected to the same network to ensure they too are not experiencing the same issue.
3. Evaluate the theory to determine the actual cause.
First thing to do is to check other PCs on the same network and ascertain if there is a wider issue or is the problem only contained to Chikako's PC. If the problem is localized to his PC only, we can work towards fix the issue at Chikako's PC.
4. Establish a plan of action to resolve the problem and implement the solution.
We will check the cable first since that would be the easiest to fix. We will use a cable that works on the PC to see if there is any change to the status. If the computer is able to connect to the domain and the Help Desk is able to remote in, the problem has been fixed. If the problem has not been corrected, we will swap out the bad NIC. After replacing, we will check the status and the issue should be rectified.
Jeremy M.
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1. DAVID RODRIGUEZ-SWITCH POWER FAILURE
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David Rodriguez posted Jun 27, 2021 5:21 AM
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. Identify the problem.
In this case I will assume there is a switch failure.
. Establish a theory of probable cause.
Switch failures are most commonly caused by power-related issues. For instance, not enough power or bad power supply. Since the machine cannot be ping’d and the client cannot log in, there is a problem with signals arriving at the network, and that must be related to the switch.
. Evaluate the theory to determine the actual cause.
I’d speak with the client to evaluate the problem. The trouble ticket was a little vague, so I’d ask some more poignant questions.
Is your firewall configured to allow a ping to arrive? I don’t know. (talk through steps to change firewall settings) Still no ping.
When you log into the server, is connection intermittent or no connections at all? Intermittent, I connect shortly then drop out.
Do you know where your switch is? If so, please go check and tell me what you see. The switch powers on, and shuts off, and tries to reboot again.
. Establish a plan of action to resolve the problem and implement the solution.
Step 1: restart your modem, router, and computer in that order. Steps completed, no change.
Step 2: check the cable connection from the switch to the power source. Client notices some fraying on the cable and copper wires are exposed.
Step 3: Replace the switch power cable.
. Verify full system functionality and if applicable, implement preventative measures.
Client explains that he can log into the domain, and now has access to his file, he sends over a box of chocolates to display his immense gratitude. I’d speak with the IT section to ensure they are performing normal checks, and then check the server room for signs of rodents, structural compromise, foot traffic patterns, and doors that are catching cables as they swing open
. Document findings, actions, and outcomes.
I’d document the solution, and findings from server room exploration. The power cable was the source of the power supply problem to the switch. After inspection of the server room I discovered rat feces and signs of food wrappings. I discover that employees are using the server room to store garbage and food. I’d update the room’s signage to make sure employees stop using the room for storage; speak with the building manager about new locks to secure the room, and speak with the local manager about ensuring employees store food and garbage in approved areas.
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Gregory Smith posted Jun 27, 2021 11:47 PM
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. Identify the problem.
-The immediate issue here is the user not being able to log into the into the company domain, which is more than likely achieved through a VPN. I would also verify that no other users are having issues accessing domain , thus eliminating a possible switch failure or downed DHCP Server if they are able to access the domain. This would ensure the issue is either user error or an issue with user hardware/software.
. Establish a theory of probable cause.
-If this user has internet access and is able to surf the web, we know we do not have a internet connectivity issue. At first glance I would assume this is user error & would have the user verify that they are using the correct credentials to access company domain. If credentials are valid this may be an issue with a bad cable or bad Network Controller Interface. If other users are able to access the domain you can also eliminate the probable cause of the DHCP server being down. I would also ask the user if they've recently updated their computer or had this problem persist previously. These are both factors that may influence a connectivity issue at the present moment.
. Evaluate the theory to determine the actual cause.
-If the user can access the domain on another device, I can conclude that this is more than likely a hardware issue. I would then make necessary replacements.
. Establish a plan of action to resolve the problem and implement the solution.
-The very first thing I would do is connect my own device to verify that I can gain access to the domain. I would then have the user log in to the domain on my device to verify that their credentials are valid. If failed, I would then check the user’s cables & replace them to ensure that this is not the issue. If the problem persists after cable replacement, I will then replace the NIC or the entire CPU being that the user has a meeting in 25 minutes. This would resolve the issue ONLY if the user has verified that credentials are valid and they are able to log into the domain on another device. One the CPU is replaced the user would then be able to access their files since they are stored in a cloud accessible only through the domain; essentially resolving the entire issue at hand.
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Charles Pichelmayer posted Jun 27, 2021 9:55 PM
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Good evening class,
I went with the DHCP server being down.
CompTIA 6-Step Troubleshooting Process:
1. Identify the problem.
The problem is Chikako’s computer is not reachable over the network and also cannot reach other hosts over the network.
1. Establish a theory of probable cause.
My assumption would be that Chikako’s computer is unable to acquire a routable IP address on the network due to the DHCP server being down.
1. Evaluate the theory to determine the actual cause.
There are a couple routes I could go through to evaluate the theory. Starting with the source, Chikako’s computer, I’d guide them on how to run ipconfig from the command line to view what IP address is currently assigned to this computer. If the DHCP server was down, Chikako’s computer would not receive an IP address on the domain network and I’d hope to further validate my theory by seeing an APIPA (169.254.0.1-169) address. A couple measures I could also take in the 25 minute time frame is ask if there are any other computers near Chikako that are having the same issue of not being able to connect to the domain. I would also ask Jen to have an administrator check with the server hosting the DHCP service to see if it needed to be restarted.
1. Establish a plan of action to resolve the problem and implement the solution.
Going with the DHCP server being down and that I validated the computer has an APIPA address, I would ask Jen how long it would take for an administrator to restart the DHCP service. If it couldn’t be done in the 25 minute timeframe, I’d ask Jen to manually configure a static IP address on Chikako’s computer to an IP address in the domain’s subnet. This would allow Chikako to get back on the domain and get their files in time for the meeting while administrators worked on fixing the DHCP service.
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1. DHCP Woes.
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Kensey Washington posted Jun 27, 2021 7:22 PM
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(Reference)
CompTIA 6-Step Troubleshooting Process:
· Identify the problem.
· Establish a theory of probable cause.
· Evaluate the theory to determine the actual cause.
· Establish a plan of action to resolve the problem and implement the solution.
· Verify full system functionality and if applicable, implement preventative measures.
· Document findings, actions, and outcomes.
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1. Problem: Unable to contact DHCP server from PC.
1. Possible cause(s): DHCP configuration on the PC is entered incorrectly, configuration of the DHCP server is implemented incorrectly, out of date network driver
1. Use network troubleshooting tool to determine the exact error, as not being able to contact the DHCP server could be attributed to more than one cause. If the network troubleshooting tool cannot find the source of the problem, check settings and disable DHCP to use static IP address. Check error logs to see if the issue is specified there. If error logs do not indicate the source of the issue, test the network adapter hardware and update drivers; or if the problem came from an update, roll back the driver to see if the PC can reach the DHCP server. If connectivity returns after a single theory, then the problem would be solved.
1. Each theory would have to be tested on a trial-and-error basis, starting with what could be the simplest/fastest solution to the most difficult due to time constraints. (A 25min window.)
1. After determining the solution to the problem, test the system to ensure that connectivity has no other issues. Assuming system functionality has returned (connectivity to domain) and has been tested, document the steps indicated in the plan of action.
1. If network connectivity returns after a theory has been tested, document the necessary steps that it took to resolve the issue. If possible or necessary, send user a copy of the steps required to restore connectivity in the future. Should the issue arise again, assuming all simple theories have been exhausted, the user can contact IT again for assistance.
Ticket: Resolved and Closed.
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1. CompTIA 6-Step Troubleshooting Process
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Peter Riley posted Jun 27, 2021 7:21 PM
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CompTIA 6-Step Troubleshooting Process:
2. Go to Chikako’s desktop and verify the problem.
2. If no physical work or activity was recently done around Chikako’s workstation, it is good possibility the DHCP server is down.
2. To evaluate this theory, go to another workstation desktop on the same network as Chikako’s desktop, and try to log into the domain. If you’re not able to log into the domain there as well, then this proves there is an issue with the domain server.
2. To resolve the issue with the DHCP server:
b. Go to the server room and verify that the server is powered on.
b. If on, make sure the server has connectivity to the network switch and router
b. If either of the previous two steps proves true, take the appropriate step to correct the issue
b. Lastly, restart the server
5. Return to Chikako’s desktop, restart his PC and verify that you now able to log into the domain
6.
e. Chikako was unable to log into the domain
f. It was determined that the DHCP server was down
g. The problem (bad hardware, switch, route, bad cable, or loss of communication) was determined
h. Corrective action was implemented (e.g. replaced bad cable, switch, etc.…)
i. Return to problem system and verified that the issue was resolved.
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Nathaniel White posted Jun 26, 2021 2:12 AM
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5. Identify the problem: I would make contact with the user having troubles logging into the domain. First I would try myself to remote in even though I was already told that the other help desk admin could not. After not being able to do so I would like to get eyes on the workstation myself to have a clear understanding of the issue.
6. Establish a theory of probable cause: The user states that their computer is up and running however they are unable to log into the domain. I would like to also know when is the last time that the user successfully logged into the domain and if they had any issues or error messages at that point. In recent experience I remember that users have been locked out due to security measures created by lack of updating to current configurations.
7. Evaluate the theory to determine the actual cause: To see if my theory is correct, I run a test. I restart the computer immediately pressing F11 continuously to take me to the system configuration window. Here I can see what version the system is currently running on. I notice that it is not running on the latest software update and this is most likely the reason the user can not log into the domain.
8. Establish a plan of action to resolve the problem and implement the solution: After updating the users computer I restart the computer and try to log in myself to ensure that the computer is responding as it normally should. I am able to log into the domain without issues and return the computer to the users workstation in time for them to make their meeting and execute their presentation.
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Last post yesterday at 7:04 PM by Aditya Angara
· CompTIA's T/S Methodology (Bad Cable)
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Aditya Angara posted Jun 27, 2021 2:56 PM
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Hi,
In this scenario let's assume the issue is a bad cable.
Step 1: Identify the problem.
Most of the computer issues arise due to a bad hardware part, and lot of connectivity issues arise due to bad cables. In the troubleshooting process we start off by checking the basics, which is any extremities or any physical wires that are attached to the computer.
Step 2: Establish the theory of probable cause.
In this scenario to identify a problem we start off by disconnecting and reconnecting all the external connections, that way we can be sure that everything is seated right and properly connected. Even after that if the issue is not resolved we move to the next step of inspecting the possibilities.
Step 3: Evaluate the theory to determine the actual cause.
If the issue was not resolved start inspecting all the physical extremities like cables, power supply and connectivity.
Step 4: Establish a plan of action to resolve the problem and implement the solution.
The plan of action to resolve this issue will be executed by,
· Inspect the cable make sure there is no visible damage, if there is one simply replace the cable.
· Once we made sure that there is no visible damage, reconnect the cable to a different computer and see if that computer is functioning as it supposed to be.
· If it's not functioning the way it supposed to be we are sure that the problem is with the cable since time is a crucial factor the quickest solution to this problem will be just replacing the cable.
· The problem is not solved we will have to troubleshoot deeper by looking into NIC card and inspect the NIC card.
· If that does not solve the problem we have to look into further issues like the wall plate where the cable is connected into.
· No it does not resolve the issue we have to troubleshoot further by looking into the companies server room where the computer is connected to.
In this scenario, since we stated the issue was a bad cable replacing the cable will solve this issue.
Thank You,
Adi Angara
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· CompTIA's T/S Methodology - Nibeck
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Evan Nibeck posted Jun 25, 2021 8:51 AM
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Hello!
5. First, I would head over to the affected users workstation to see the issue for myself. I would do some basic tests to see if there was a connection issue. I would most likely notice that the network icon in the taskbar is showing the computer is unable to access the network. The problem then becomes clear as stated in the email that this workstation cannot connect to the network.
6. I would start thinking of possible causes. It could either be a local issue or something more widespread. I would examine the errors Windows showed and run the troubleshooter. If the issue is external, I would need to check other workstations and other network devices as they would be having the same issue.
7. I will check other workstations in the office and I noticed they all have the same problem. Each workstations own equipment appears to be working, but none of them can connect to the network which leads me to believe the issue is external to the computers and is something more widespread and major. My guess at this point would be a device in the network closet has failed. I would access the networking room and analyze the devices that offer connectivity to this particular office. At this point, I would notice the switch that this office aggregates too is not functioning.
8. At this point I have identified the issue and know what needs to be fixed. I would document the current configuration of the broken switch so I can duplicate it with a new one. After receiving a new switch and confirming it works, I would replace the old unit with the new one and reconfigure it to match the previous setup. Once everything is set, I would check the work stations again to find that they now have connectivity and the issue has been resolved.
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