Troubleshooting Methodology

Question 1

What is step 1?

Answer 1

Identify the problem

Question 2

What is step 2?

Answer 2

Establish a theory of probable cause

Question 3

What is step 3?

Answer 3

Test the theory to determine the cause

Question 4

What is step 4?

Answer 4

Establish a plan of action and implement the solution

Question 5

What is step 5?

Answer 5

Verify full-system functionality

Question 6

What is step 6?

Answer 6

Document the findings, actions, and outcomes

Question 7

How do we identify the problem?

Answer 7

Gather info from the user and identify user changes, perform backups before making changes, ask if there have been any environmental or infrastructural changes recently

Question 8

How do we establish a theory of probable cause?

Answer 8

Question the obvious and google the error code

Question 9

How do we test the theory?

Answer 9

Try the theory and if its incorrect try a new theory

Question 10

What do we do to verify full system functionality?

Answer 10

Implement preventative measures