Objectives:

Objective 5.1: Given a scenario, use the troubleshooting methodology to resolve cloud-related issues.

Group work:

This project includes enhancements when assigned as a group project.

Resources:

• A drawing app, such as Paint in Windows, or a web app such as jspaint.app, kleki.com, or app.diagrams.net

Context:

Most likely at this point in your IT career, you've already encountered some challenging troubleshooting scenarios with computers, mobile devices, and networks. Interestingly, you probably intuitively applied some sound troubleshooting principles to the problem-solving process. To develop a deeper understanding of effective troubleshooting methodology, complete the following steps:

1. Think back to one of the more interesting scenarios you've faced, one where you were able to solve the problem. It could be something as simple as connecting two Bluetooth devices, solving a printer problem, or resolving an issue with an OS update. Take a few moments to write down the symptoms you encountered, the information you gathered, and the questions you asked. Try to remember the sense of confusion or concern that this lack of knowledge created.
2. Think through what theories you developed on the possible causes of the problem as well as the attempts you made to solve the problem. Write down as many details as you can remember about how you finally discovered the solution and how you arrived at that conclusion.
3. Look back at the troubleshooting flowchart in Figure 1-12. Using a drawing app such as Paint in Windows or a free web app such as jspaint.app, kleki.com, or app.diagrams.net, map your problem-solving experience to the steps shown in the flowchart, and include additional details as they come to you.Save this image as a .png file; submit this visual with your answers to this project's questions.

After developing your troubleshooting diagram, answer the following questions:

1. What theories did you test that turned out to be wrong? What information did you learn from those dead ends?
2. Did you involve anyone else in the problem-solving process? If so, who was that person, and how did they help?
3. What did you do to test your solution? What measures did you take to ensure the problem didn't happen again?
4. Considering what you've now learned about troubleshooting methodology, what could you have reasonably done differently to discover the solution more quickly?
5. For group assignments: Each member of the group should write a summary of the problem experienced in their scenario, steps taken, and outcome of the issue as if they were documenting this information in a knowledge base. Next, exchange this documentation with another member of the group. Each member then reads through the information written by their classmate and lists questions they still have about the events or information gaps that could cause problems in the future. Discuss your concerns with the author of the scenario. Submit this information and a summary of the group discussion.