Soft skills:the troubleshooting process

Click here to watch the training video: http://www.professormesser.com/content/view/46/1/

Step 1: Identify the problem

• Begin gathering information
• Ask questions

      * What is the nature of the problem
      * Is there a specific error message?

• Identifying changes to a computer

      * Determine last major change
      * Don’t forget about history

• Examine logs

      *Windows Event Viewer
      * Application event logs
      * BIOS event log

Step 2: Analyze the problem and determine potential causes

• Software or hardware problem?
  • It’s not always so obvious

• Make a list of all possible causes (how long will it take, etc.)
  • Set expectations

• • Plan for contingencies (bring all hardware or software with you)
    • There are often people and dollars on the line

Step 3: Test related components

• Visual inspection
  • Connections
    • (power cords, cables)
  • Hardware / software configurations
    • (Ex. Is USB enabled and configured)
  • Device manager
  • Vendor documentation
    • (websites)

Step 4: Evaluate results

• Questions often create more questions
• Take additional steps, if needed
  • Consultation
  • Use of alternate resources
  • Manuals

Step 5: Document the outcome

• Don't lose valuable information
• Create a knowledge base