Troubleshooting guide

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Cisco Broadband Local Integrated Services Solution Troubleshooting Guide
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Chapter 2 Troubleshooting Overview
Troubleshooting Strategy
General Problem-Solving Model
The complexity and crucial uptime requirements of modern telephone networks intensify the pressures
to solve configuration, connectivity, and performance problems. The best way to approach a network
problem is to develop a standard troubleshooting methodology. The problem-solving model presented in
Figure 2-1 is one example of such a methodology. This model is not to be considered a set of rigid rules;
it is simply a method you can use to troubleshoot problems. Note that it is an iterative process that should
allow you to eliminate possible causes and narrow the focus of your investigation.
Using a systematic approach and an ordered pattern of thought when troubleshooting helps you solve
any problems you encounter. It also helps you and your organization improve overall expertise as your
organization supports its internetwork. Define the symptoms, identify potential problems that could be
causing the symptoms, then you can systematically eliminate each potential problem (from the most
likely to the least likely) until you can determine the cause or the symptoms disappear.
If this process does not solve the problem as it was defined, it might be necessary to start over from the
beginning (Define the Problem) in another area (dotted line). Remember that most components in the
Cisco BLISS for Cable solution must interoperate with several other components in the cable network.
A problem that becomes apparent in one component may actually be caused by the information it is
receiving from another component. That is why it is imperative that you have normal baseline data,
including typical measurement data and normal call flows,
Figure 2-1 shows the sequence of steps necessary to solve a problem.
Figure 2-1 General Problem-Solving Model
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Define the problem
Gather the facts
Consider possible solutions
Create an action plan
Implement the action plan
Observe and record results
Problem resolved?
Repeat the process
Termination of Process
(If symptoms persist...)
(If symptoms stop...)