Step 1: Information Gathering-Identify Symptoms and Problems

Troubleshooting a network can be difficult at the best of times, but trying to do it with limited information makes it that much harder. Trying to troubleshoot a network without all the information can, and often will, cause you to troubleshoot the wrong problem. Without the correct information, you could literally replace a toner cartridge when someone just used the wrong password.

With this in mind, the first step in the troubleshooting process is to establish exactly what the symptoms of the problem are. This stage of the troubleshooting process is all about information gathering. To get this information, you need knowledge of the operating system used, good communication skills, and a little patience. It is important to get as much information as possible about the problem before you charge out the door with that toner cartridge under your arm. You can glean information from three key sources: the computer (in the form of logs and error messages), the computer user experiencing the problem, and your own observation. These sources are examined in the following sections.