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