Explanation/Reference:
Explanation:
The technician has already identified the symptom: Loss of connectivity on a specific network segment.
The next step in identifying the problem is to "Determine if anything has changed".
Common troubleshooting steps and procedures:
1. Identify the problem.
Information gathering.
Identify symptoms.
Question users.
Determine if anything has changed.
2
. Establish a theory of probable cause.
Question the obvious.
. Test the theory to determine cause:
3
When the theory is confirmed, determine the next steps to resolve the problem.
If theory is not confirmed, re-establish a new theory or escalate.
4
5
6
7
. Establish a plan of action to resolve the problem and identify potential effects.
. Implement the solution or escalate as necessary.
. Verify full system functionality and if applicable implement preventive measures.
. Document findings, actions, and outcomes.