How To Troubleshoot Switch Related Issues - ZyXEL Communications ES 3500 Series Troubleshooting Manual

1 How to Troubleshoot Switch Related Issues

This document describes the necessary process for troubleshooting
Zyxel Switch related issues.
STEP 1: Information Gathering
Start by gathering basic and general information. This is necessary for
the following reasons:
Attempt to locally reproduce issue.
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Gain perspective over customer's network architecture.
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Quickly identify devices.
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You can verify which information is relevant for troubleshooting by
reviewing "Basic information".
STEP 2: Identifying the Symptom
Analyze the problem that your customer is experiencing. Avoid using
subjective responses. Rely on objective responses.
Example of subjective responses:
The <device>
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<Device>
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All devices cannot access the Internet.
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Example of objective responses:
<Device> undergoes unexpected reboot sometimes.
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Console CLI does not show any output.
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Bob's laptop cannot access the Internet.
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Once you can clearly identify the symptom and the affected devices,
refer to "Symptom of Troubleshooting" and locate the symptom that
best matches customer's description.
stopped working
crashes all the time.
sometimes.
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