$2\mathrm{.}1$ When troubleshooting difficult problems, you will need to become formal and systematic. A somewhat general, standard series of steps

you can go through or follow to address the problem. In a situation where a user reports that they cannot connect to a specific website, outline

the initial steps you would take to identify the problem, and explain the reason behind the steps outlined or what each step tries to checks for

$[15]$