Six Step A+ Troubleshooting Process

Question 0

Establish a theory of probable cause

Answer 0

Start with ONE obvious cause as a starting point (do not list causes)
*Also, define whether it is a hardware- or software-related issue.

(Second step of Troubleshooting)

Question 1

Identify the problem

Answer 1

Gather information: Question the user, identify any changes made to the computer, review documentation of past problems and solutions. Back up any critical data at this time! (First step of Troubleshooting)

Question 2

Test the theory to determine cause

Answer 2

Take the theory from step 2 and test it
If theory is confirmed - move on to step 4
If theory fails during test - go back to step 2 and establish a new theory (continue until you have a theory that tests positive)
*An experienced tech’s first theory usually tests positive

(Third step of Troubleshooting)

Question 3

Establish a plan of action to resolve the problem

Answer 3

When a theory has been tested and works, delve in a little further and establish a plan of action. Immediately implement it.

(Fourth step in Troubleshooting)

Question 4

Verify full system functionality and if applicable implement preventative measures

Answer 4

Verify the computer fully works and then create a system to prevent the problem in the future (make sure it won’t affect other company systems and policies. If it does, ask for permission first)

(Fifth step in Troubleshooting)

Question 5

Document findings, actions, and outcomes

Answer 5

Always always always document your findings. Include the issue, cause, solution, preventative measures, and any other steps taken.
Documentation is EXTREMELY important: gives closure to the problem, solidifies problem and solution, allows for future similar problems to be easily fixed.

(Sixth step in Troubleshooting)