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Troubleshooting Methodology

2 min read

  1. Identify problem
  2. Establish a theory of probable cause
  3. Test the theory
  4. Establish a plan of action and identify potential effects
  5. Implement solution or escalate
  6. Verify functionality
  7. Document lessons learned
  8. implement preventative measures

Identify The Problem

Gathering information from:

  • User’s initial ticket
  • Questioning users
  • Determining recent changes
  • Duplicating the problem
  • Using Occams Razor

Establish a Theory of Probable cause

Explain the problem with the most obvious theories first, then work your way to more complex explanations. You can also call tech support here.

Test the Theory

You can start trying your solution in a lab or physically on the device

Establish a Plan of Action and Identify Potential Effects

Determine all risks involved with taking each solution and what may be required to implement the solution.

  • The solution may lead to downtime
  • Document a series of complex steps
  • The solution may require backups
  • You may need to escalate
  • You may need approval from other IT staff members

Verify System Functionality & Preventative Measures

See if the fix resulted in a functional system. If so, implement preventative measures like patches or updates.

Document Findings

Document:

  • Problem
  • Steps to solution

Extra Tips

  • The easiest explanation is often the right one
  • Prefer solutions that do not make too many changes
  • If it appears to be a sporadic issue, then it is best to restart or Power Cycle
    • If the issue occurs everytime, then do not restart
  • Always view log files whenever possible

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