WHAT IS THE EXACT NATURE OF THE PROBLEM

1. What is the exact nature of the problem? Try to be as specific as possible when making this determination. For example, you may get a report that your users are unable to browse external hosts on the Internet. To get a better understanding of the problem, you need to determine if they have lost all physical connectivity to the outside world, or if it’s only a specific application that isn’t functioning. Your troubleshooting steps will be different if a user can ping outside hosts, but not connect to a specific Web server, versus not being able to connect to the outside world in any way.