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:
l Attempt to locally reproduce issue.
l Gain perspective over customer’s network architecture.
l Quickly identify devices.
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:
l The <device> stopped working sometimes.
l <Device> crashes all the time.
l All devices cannot access the Internet.
Example of objective responses:
l <Device> undergoes unexpected reboot sometimes.
l Console CLI does not show any output.
l Bob’s laptop cannot access the Internet.
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.
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