I need to access my sales projections on the shared drive. I could access them yesterday afternoon, no problem. My boss is really leaning on me to get those figures in and he needs access right away. 

Follow-Up from Help Desk Associate Jen:

When I had Blake do an IPCONFIG for me, he read his IP address as 169.254.2.8. The network address for his unit is 10.20.30.x. I am not sure why it is different. What do you think is going on? 

Use a logical and repeatable process (e.g., the CompTIA 6-Step Troubleshooting Process) and eliminate the improbable as you work your way through each scenario.

CompTIA 6-Step Troubleshooting Process:

1. Identify the problem.
2. Establish a theory of probable cause.
3. Evaluate the theory to determine the actual cause.
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and if applicable implement preventative measures.
6. Document findings, actions, and outcomes.

Answer rating: 100% (QA)

Lets follow a structured troubleshooting process to address the issue of not being able to access sales projections on the shared drive We will use the CompTIA 6Step Troubleshooting Process Step 1 Ide... View the full answer