Section 21 OBJ 5.1: Troubleshooting Methodology Flashcards
6 Step troubleshooting
- Identify the problem
- Establish a theory
- Test the theory to determine the cause
- Establish a plan of action
- Verify full system functionality
- Document the findings
Identify the problem
Gather information from the user
Find changes that may have caused this
Ask the user what the user has already tried to fix
Make sure to perform backups first
Ask questions like:
“Did you see any error messages on the screen?”
“Did you hear any sounds while encountering this issue?”
“Is anyone else in your area having the same problem?”
“How long has this been occurring?”
“Did anything change in the last week?”
“What type of system are you using?”
Establish a theory
After gathering information, we are trying to find the probable cause
Based on the answers, we can determine the severity as well as a rough idea of what we need to investigate.
Make sure to ask previous technicians what they’ve tried with the system so the user does not feel like their time is being wasted
Test the theory
Once you test the theory, you may have 3 outcomes:
1. Theory is confirmed. Now take steps to fix the problem
2. Theory is not confirmed. Go back to step 2 to find a different cause
3. Lack skills or authority. Escalate the problem up to someone who can
4. Unable to solve. Escalate to the higher level.
Establish a plan of action
Repair
Replace
Find a workaround
Ensure the plan of action wont have any consequences, for example rebooting a server. If it does, ask to find the best time to do so.
Verify system functionality
Make sure we actually solved the problem, and if possible, implement preventative measures.
Do things like:
“Check the disabled or uninstalled software”
“Check logs or diagnostic tools”
“Check device drivers and software is updated”
Document the findings
Document what was wrong, what you did to fix it, the outcomes, and how to prevent it in the future
