CompTIA Network+ (2012) - 7 Troubleshooting Steps:

Given a scenario, implement the following network troubleshooting methodology:

  1. Identify the problem:
  1. Information gathering.
  2. Identify symptoms.
  3. Question users.
  4. Determine if anything has changed.
  1. Establish a theory of probable cause.
  1. Question the obvious.
  1. Test the theory to determine cause.
  1. Once theory is confirmed determine next steps to resolve problem.
  2. If theory is not confirmed, re-establish new theory or escalate.
  1. Establish a plan of action to resolve the problem and identify potential effects.
  2. Implement the solution or escalate as necessary.
  3. Verify full system functionality and if applicable implement preventative measures.
  4. Document findings, actions and outcomes.

CompTIA Network+ (2009) - 9 Troubleshooting Steps:

Given a scenario, implement the following network troubleshooting methodology:

  1. Information Gathering - Identify symptoms and problems.
  2. Identify affected areas of the network.
  3. Determine if anything has changed.
  4. Establish the most probable cause.
  5. Determine if escalation is necessary.
  6. Create an action plan and solution for identifying potential effects.
  7. Implement and test the solution.
  8. Identify the results and effects of the solution.
  9. Document the solution and the entire process.

CompTIA A+ (2009 & 2012) - Troubleshooting Steps:

Given a scenario, explain the troubleshooting theory:

  1. Identify the problem
  1. Establish a theory of probable cause (question the obvious)
  2. Test the theory to determine cause
  1. Establish a plan of action to resolve the problem and implement the solution
  2. Verify full system functionality and if applicable implement preventative measures
  3. Document findings, actions and outcomes