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These are just a few of the questions you can use to isolate the cause of the problem.

In our example, we find out that the problem is unique to one user, indicating that the problem is specific to his workstation. When we watch him as he attempts to reproduce the problem, we notice that he is typing the address correctly. The error message leads us to believe that the problem has something to with DNS (Domain Name Service) lookups on his workstation.

Step 4: Select the Most Probable Cause

After you observe the problem and isolate the cause, your next step is to select the most probable cause for the problem. Trust me, this gets easier with time and experience.

You must come up with at least one possible cause, even though it may not be correct. And you don’t always have to come up with it yourself. Someone else in the group may have the answer. Also, don’t forget to check online sources and vendor documentation.

In our example, we determined earlier that the cause was improperly configured DNS lookup on the workstation. The correction, then, is to reconfigure DNS on the workstation.

Step 5: Implement a Solution

In this step, you implement the solution. In our example, we need to reconfigure DNS on the workstation by following these steps:

1.    Choose Start > Settings > Control Panel > Network to open the Network dialog box.

2.    Click the TCP/IP binding for your network card (indicated by TCP/IP > name of network card).

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