CompTIA Network+ Question B-76

A network technician is using a network monitoring system and notices that every device on a particular segment has lost connectivity. Which of the following should the network technician do NEXT?

A. Establish a theory of probable cause.
B. Document actions and findings.
C. Determine next steps to solve the problem.
D. Determine if anything has changed.

Correct Answer: D

The technician has already identified the symptom: Loss of connectivity on a specific network segment. The next step in identifying the problem is to “Determine if anything has changed”.
Common troubleshooting steps and procedures:
1. Identify the problem. Information gathering. Identify symptoms. Question users.
Determine if anything has changed.
2. Establish a theory of probable cause. Question the obvious.
3. Test the theory to determine cause:
When the theory is confirmed, determine the next steps to resolve the problem. If theory is not confirmed, re-establish a new theory or escalate.
4. Establish a plan of action to resolve the problem and identify potential effects.
5. Implement the solution or escalate as necessary.
6. Verify full system functionality and if applicable implement preventive measures.
7. Document findings, actions, and outcomes.