Troubleshooting

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.