6 steps of troubleshooting

Question 1

Step 1.

Answer 1

Identify the problem:
Gather information from the user, identify user changes, and, if applicable, perform backups before making changes.

Question 2

Step 2.

Answer 2

Establish a theory of probable cause:
If necessary, conduct external or internal research based on symptoms

Question 3

Step 3.

Answer 3

Test the theory to determine the cause:
Once the theory is confirmed, determine the next steps to resolve the problem.
If the theory is not confirmed, re-establish a new theory or escalate.

Question 4

Step 4

Answer 4

Establish a plan of action to resolve the problem and implement the solution:
Refer to the vendor’s instructions for guidance

Question 5

Step 5

Answer 5

Verify full system functionality and, if applicable, implement preventive measures

Question 6

Step 6.

Answer 6

Document the findings, actions, and outcomes