Content

| 2.3 |  | Gathering Symptoms |
| 2.3.5 |  | Flow charts for gathering network and end-user symptoms |

Stage 1 Interview user – If possible, a troubleshooter gathers initial symptoms from the user and uses these symptoms as a basis for additional troubleshooting.

Stage 2 Analyze symptoms – A troubleshooter will get a description of the problem by analyzing any gathered symptoms from the user

Stage 3 Determine symptoms – Using a layered troubleshooting approach, a troubleshooter gathers hardware and software symptoms from the end system starting with the most likely cause. The troubleshooter should rely on previous experience, if possible, to decide if the problem is more likely a hardware or software problem.

Stage 4 Document symptoms – Document any hardware and software symptoms. If the problem can be solved using the documented symptoms, a troubleshooter solves the problem and documents the solution. If the problem cannot be solved at this point, then the isolating phase of the general troubleshooting process is initiated.

| Lab Activity Lab Exercise: Gathering Symptoms After completing this lab, the student will be able to decide what questions to ask and which troubleshooting tools to use to completely document the symptoms of a network problem.