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The six steps of troubleshooting.

1. Identify the problem.

Highlights:

Write down model and version of device

Operation System Version: 

Application Version:

Make and Model of Hardware: 

●      Question the user. Take notes and write down what lead to the symptoms.  

●      Remember that the symptoms are not the underlying problem.

●      Determine what has changed.

●      Make a backup of the system before moving on.

2. Establish a theory of probable cause.

Highlights:

●      Make a list of probable causes.

●      Using your knowledge, prioritize the list.

●      Question the obvious (i.e., if the symptom is a power issue at the workstation, first check to make sure that the power cord is plugged in).

●      Escalate to a higher level if a probable cause cannot be determined.

3. Test probable cause theory to determine actual cause.

Highlights:

●      Create your theory from the most likely probable cause.

●      If the theory is confirmed, move on to the next step.

●      If the theory is not confirmed, go back to step two or step one (if needed).

4. Establish an action plan and execute the plan.

Highlights:

●      Simple problems probably just need simple plans.

●      Complex problems may need written out action plans.

●      Escalate to a higher level if required.

5. Verify full system functionality. 

Highlights:

●      If everything works, great! If applicable, use your findings to implement preventative measures.

●      If not everything works, go back to step one.

6. Document the process.

Highlights:

●      Capture your findings, actions, and outcomes.

●      Issues that need to be troubleshot may occur again.

●      Documentation provides a history of equipment and users so that problem issues are known.