Troubleshooting Principles
- Fault analysis, locating, and troubleshooting principles:
- Recover services as soon as possible.
- Collect fault data immediately and save the data to mobile storage media or other computers.
- Before determining a troubleshooting solution, prioritize impact evaluation and normal service operating.
- If a fault occurs on a third-party hardware device, view the documentation of the device or call the service hotline of the third party for assistance.
- If a fault cannot be located or rectified according to the manual, contact technical support in a timely manner to minimize the service interruption time.
- Precautions:
- Strictly comply with operation regulations and industrial safety regulations to ensure personnel and equipment safety.
- Analyze the fault symptom, identify the cause, and then rectify the fault. If the cause is unknown, do not perform operations to prevent the fault from worsening.
- Before rectifying a fault, keep all on-site records relevant to the fault and do not delete any data or logs.
- To ensure customer network security and privacy, obtain the customer's consent and authorization before collecting fault logs.
- Before making any modifications, back up data manually or using a script.
- Take electrostatic discharge (ESD) prevention measures, for example, wearing an ESD wrist strap when replacing or maintaining devices.
- Record original information in detail when any problem occurs during maintenance.
- All major operations such as restarting processes must be documented. In addition, these operations must be performed by qualified personnel who have confirmed the feasibility of the operations, backed up necessary files, and taken contingency and security measures.
- When the system recovers, check the system running status to confirm that the fault has been rectified. Write associated troubleshooting reports in a timely manner.
- Exercise caution when performing risky operations and running risky commands.
- Requirements for maintenance personnel:
- Have basic knowledge of network devices, OSs, and databases, and be skilled at running common commands for maintenance.
- Understand the logical structure of the on-site service system, mapping relationship between components and on-site devices, and physical connections between on-site devices.
- Be familiar with the service processes and system structure and be skilled at operating the software and hardware related to a specific service.
- Know how to locate and rectify common faults.
- Know how to remotely access systems.
Parent topic: Introduction