Date: 21-02-2023

Objective:

The objective of this Method of Procedure (MOP) is to document the steps taken to
troubleshoot and resolve a router outage issue.

Equipment and Tools Used:

 Laptop or computer
 Console cable
 Screwdriver set
 Ethernet cable
 Replacement parts (if necessary)

Pre-requisites:

 Access to the affected router's console port

 Knowledge of basic networking concepts
 Access to network documentation and configuration details

Procedure:

1. Initial Assessment:
 Upon receiving the outage notification, I reviewed the incident report and
gathered details about the reported issue.
 Identified the scope of the outage and its impact on network services and
users.
2. Dispatch and Site Preparation:
 Coordinated with onsite support to dispatch a technician to the affected
location.
 Ensured the technician was equipped with necessary tools and equipment for
troubleshooting.
3. Onsite Arrival and Safety Check:
 Upon arriving at the site, I conducted a safety inspection to assess any
potential hazards or risks.
 Ensured proper grounding and electrical safety measures were in place before
initiating troubleshooting.
4. Console Access and Initial Checks:
 Connected my laptop to the router's console port using the console cable.
 Powered on the router and established a serial connection to access the
console interface.
  Conducted initial checks to verify the router's status and connectivity
indicators.
5. Review Incident Details:
 Reviewed incident reports, network diagrams, and previous troubleshooting
notes to understand the nature of the outage.
 Identified any recent changes or events that may have contributed to the
issue.
6. Troubleshooting and Diagnostics:
 Utilized diagnostic commands (e.g., ping, traceroute) to test connectivity to
and from the router.
 Analysed system logs and error messages to identify potential causes of the
outage.
 Checked network interfaces, routing tables, and configuration settings for
anomalies.
7. Hardware Inspection and Component Replacement:
 Inspected the router hardware for physical damage or defects.
 Replaced faulty hardware components (e.g., power supply, interface cards) as
necessary, following manufacturer guidelines.
8. Software Configuration and Verification:
 Reviewed and updated router configuration settings to ensure consistency
and compliance with network standards.
 Performed configuration backups and version control to prevent recurrence of
the issue.
 Verified that configuration changes were properly applied and did not
introduce additional issues.
9. Testing and Validation:
 Conducted comprehensive testing to confirm the router's functionality and
restoration of affected services.
 Validated connectivity, throughput, and performance metrics against pre-
outage baselines.
 Coordinated with network operations teams and end users to verify
satisfactory service restoration.
10. Documentation and Reporting:
 Documented all actions taken during the outage resolution process, including
configurations, commands executed, and outcomes.
 Provided a detailed incident report summarizing the outage, root cause
analysis, and resolution steps.
 Shared findings and recommendations with relevant stakeholders and
management for review and follow-up.
11. Post-Outage Review and Follow-up:
 Conducted a post-mortem analysis to identify lessons learned and areas for
improvement in outage response procedures.
  Implemented corrective actions and preventive measures to mitigate the risk
of similar outages in the future.
 Updated network documentation and knowledge base with pertinent
information and best practices.

Status:

Resolved

Conclusion:

This Method of Procedure (MOP) outlines the steps taken to diagnose, troubleshoot,
and resolve the router outage issue. By adhering to these procedures, I ensured
minimal disruption to network operations and restored services to normal
functioning.