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