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| 2.3 |  | Gathering Symptoms |
| 2.3.1 |  | Gathering symptoms for a network problem |

Following are the stages for gathering symptoms for a network problem:

Stage 1
The troubleshooter analyzes symptoms gathered from the trouble ticket, users, or end systems affected by the problem to form a definition of the problem.

Stage 2
If the problem is in the troubleshooter’s system, it will be necessary to move on to stage 3. If the problem is outside the boundary of the troubleshooter’s control, it will be necessary to contact an administrator for the external system before gathering additional network symptoms.

Stage 3
The troubleshooter determines if the problem is at the core, distribution or access layer of the network. At the identified layer use an analysis of existing symptoms and knowledge of the network topology to determine which piece or pieces of equipment are the most likely cause.

Stage 4
Using a layered troubleshooting approach, the troubleshooter gathers hardware and software symptoms from the suspect devices. The technician starts with the most likely possibility and uses knowledge and experience to determine if the problem is more likely a hardware or software configuration problem.

Stage 5
Document any hardware or software symptoms. If the problem can be solved using the documented symptoms, a troubleshooter will solve the problem and document the solution. If the problem cannot be solved, the technician begins the isolating phase of the general troubleshooting process.

Be prudent with use of the debug command on a network. It generates enough console message traffic that the performance of a network device can be noticeably affected. Be sure to disable debugging when its capabilities are no longer needed.