CompTIA Server+ Certification (Exam SK0-004) 1.6 Troubleshooting Procedures

Identify the steps in the CompTIA Server+ troubleshooting model Use troubleshooting procedures to diagnose and resolve issues methodically The number in the bottom right corner of the slides refers back to the page where this topic starts in the course book. 1.6 Troubleshooting Procedures

CompTIA Server+ Troubleshooting Model Identify the problem and determine the scope: Question users / stakeholders and identify changes to the server / environment Collect additional documentation / logs If possible, replicate the problem as appropriate If possible, perform backups before making changes Establish a theory of probable cause / question the obvious Determine whether there is a common element of symptom causing multiple problems Test the theory to determine cause Once theory is confirmed determine next steps to resolve problem If theory is not confirmed, establish new theory or escalate Establish a plan of action to resolve the problem and notify impacted users Implement the solution or escalate as necessary Make one change at a time and test / confirm the change has resolved the problem If the problem is not resolved, reverse the change if appropriate and implement new change Verify full system functionality and if applicable implement preventive measures Perform a root cause analysis Document findings, actions, and outcomes throughout the process 1.6 Troubleshooting Procedures

1. Identify the problem and determine scope Analyze the system and environment Logs / change documentation Check with other technicians Question users and stakeholders Open questions invite explanations Closed questions invite Yes/No/Fixed answers 1. Identify the problem and determine scope Question users / stakeholders and identify changes Collect additional documentation / logs Replicate the problem as appropriate Perform backups 1.6 Troubleshooting Procedures

Establish and Test Theory Categorize Simplify “Bringing it Back to Base” Known good Escalation 2. Establish a theory of probable cause (question the obvious / research) 3. Test the theory to determine cause: Once theory is confirmed determine next steps to resolve problem If theory is not confirmed, re-establish new theory or escalate 1.6 Troubleshooting Procedures

Establish a Plan of Action Actions Repair Replace Ignore Implementing the solution 4. Establish a plan of action to resolve the problem and implement the solution 5. Implement the solution or escalate as necessary Make one change at a time and test / confirm the change has resolved the problem If the problem is not resolved, reverse the change if appropriate and implement new change 1.6 Troubleshooting Procedures

Verify System Functionality Consider impact on overall system functionality Test that the problem is fixed AND that the system functions normally Identify preventive measures that will prevent the problem from reoccurring 6. Verify full system functionality and if applicable implement preventive measures 1.6 Troubleshooting Procedures

Perform a Root Cause Analysis Identify underlying cause of symptoms Ishiwaka (fishbone) diagram / 5 Whys Why have several new servers been displaying blue screens? Because there is a hard disk error. Why is there an error? Because sectors on the hard drive are corrupt. Why is that? Because the drives are degraded. But why would a number of new drives fail at the same time? Because there was a manufacturing defect. Why did the vendor not inform me? Because I didn't register the servers to obtain useful information and alerts such as this. Problem Why? Mitigation 7. Perform a root cause analysis 1.6 Troubleshooting Procedures

Document Findings, Actions, and Outcomes 1.6 Troubleshooting Procedures

Identify the steps in the CompTIA Server+ troubleshooting model Use troubleshooting procedures to diagnose and resolve issues methodically What step follows verifying system functionality in the Server+ troubleshooting model? Performing root cause analysis. What are the five main information gathering activities involved in identifying the problem? Questioning users and stakeholders, identifying what might have changed, collecting information from documentation and logs, attempting to replicate the problem, and performing a backup. What approach might you take if no other methods have identified the cause of a problem? Take the system "back to base" by reducing it to a minimal configuration and adding components back until the problem is revealed. What is the point of completing root cause analysis? To detect the underlying cause of a problem and prevent its recurrence. 1.6 Troubleshooting Procedures

Lab 3 / Configuring an NOS 1.6 Troubleshooting Procedures