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8 Cards in this Set
- Front
- Back
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Troubleshooting order? |
-identify the problem -establish a theory of probable cause(question the obvious) -test the theory to determine cause -establish a plan of action to resolve the problem and implement the solution -verify full system functionality and, if applicable, implement -document findings, actions, and outcomes |
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How to identify the problem? |
-get as many details as possible -identify symptoms -question users -determine if anything has changed -approach multiple problems individually -backup everything -environmental & infrastructure changes -review system and application logs |
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How to establish a theory? |
-start with the obvious -consider everything -make a list of all possible causes -research the symptons |
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Test the theory? |
-confirm the theory -re establish new theory -call an expert -make a plan to resolve the issue |
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Create a plan of action? |
-build the plan: correct the issue with a minimum of impact Some issues can't be resolved during production hours -identify potential effects: Have a plan B or C |
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Implement the solution? |
-fix the solution -may need help from 3rd party if you run into problems |
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Verify full system functionality? |
-run tests -implement preventive measures |
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Document findings? |
-let other people follow the same path you used in case they run into the same problem |
