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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. Document Findings, Actions, and Outcomes
1.6 Troubleshooting Procedures

10. 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

11. Lab 3 / Configuring an NOS
1.6 Troubleshooting Procedures