Embodiments of the present invention relate to the communications field, and provide a network troubleshooting method and device, which can determine a service recovery policy according to a power saving state of user equipment after a mobility management entity is faulty, and can reduce unnecessary consumption of network resources. A specific solution is: obtaining a power saving state of user equipment; and if it is detected that a mobility management entity MME managing the user equipment is faulty, selecting a service recovery policy for the user equipment according to the power saving state, where the service recovery policy includes: not initiating service recovery or initiating service recovery. The present invention is used to process a fault of an MME.