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
- 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.