Troubleshooting guide

Introduction
1-17
Introduction
This chapter identifies the basic tasks you perform to solve problems with the network
and hardware and software configurations.
The next sections describe how to perform standard troubleshooting techniques:
• Understanding Basic Troubleshooting
• Discovering Problems
• Viewing Symptoms
• Isolating the Problem
• Solving the Problem
• Evaluating the Solution
Understanding Basic Troubleshooting
The basic steps you need to perform to troubleshoot network problems are as follows:
1. Identify the cause or symptom of the problem, which can be any undesired result
or behavior. See Discovering Problems, later, to learn how to identify problems.
2. Isolate the cause or symptom of the problem and try to determine its scope. For
example, determine if it is the whole HFC network, a particular subnetwork on
the HFC network, or just one subscriber that is experiencing the problem. See
Isolating the Problem, later in this document, for more information.
3. Once the cause or symptom of a problem is isolated, make a list of
troubleshooting procedures that you plan to use. Refer to subsequent chapters in
this document for specific troubleshooting procedures you can use.
Note: One or more symptoms or causes can be related to a single problem.