The key to successful troubleshooting is for the technician to know how the network functions under normal conditions. This enables the technician to recognize abnormal operation quickly.

Unfortunately, many networking products are not delivered with adequate performance specifications, theory of operation, or condensed technical data to aid in troubleshooting. The successful technician will thoroughly study whatever data is available and develop in-depth insight into the function of all components and how to operate them. Finally, he or she will remember that conditions appearing to be serious defects are often the result of improper usage or operator error.

The foundation of this insight is usually gained through formal training. However, the true troubleshooting master learns through trial and error, comparing notes with others, and discovering tried-and-true methods that are not often taught in school. Following a good formula or process for troubleshooting that includes careful documentation of your actions and your hypothesis for what might be causing each problem can help shorten your learning curve and at the same time shorten the time required to solve network problems.

Two extreme approaches to troubleshooting almost always result in disappointment, delay, or failure. On one extreme is the theorist, or rocket scientist approach. On the other is the practical or caveman approach. Since both of these approaches are extremes, the better approach is somewhere in the middle using elements of both.