These general steps can be used to troubleshoot anything.

Step 1: Ask Questions to Understand the Presenting Problem

• Who is effected?
• What happens?
• What should happen?
• Has it ever worked?
• Where does it happen?
• Does it happen for everyone?
• When does it happen?
• What were you doing?
• Has anything changed?

Step 2: Gather Evidence

Seek out information that will help you investigate and to support your understanding.
From, for example:

• Other reports
• Logs
• Attempts to reproduce the issue

Step 3: Formulate a Theory

Step 4: Test to Disprove

It is important to attempt to disprove to overcome “Confirmation Bias”.

Step 5: Provide Recommendations for Further Investigation

Based on understanding of impact vs cause.