2.5.2 Troubleshooting Process Facts

What is the first step that you can take in troubleshooting a computer system?

Resist the urge to start fixing things at this point. This is the time to identify the problem. Have the user describe the problem, error messages, or try to recreate the problem. Establish if any changes were made to the computer.

What is the sixth step that you can take in troubleshooting a computer system?

Test the solution. Insure that the problem is fully resolved. Take steps to avoid having the problem happen again.

What is the fourth step that you can take in troubleshooting a computer system?

Test your theory to verify the cause of the problem. If the cause is not a simple one, identify the necessary steps to correct the problem. Escalate if necessary with detailed notes about the actions you've taken.

What is the second step that you can take in troubleshooting a computer system?

Backup the system! Before making changes to the system, back up user and system data.

What is the fifth step that you can take in troubleshooting an issue?

Create an action plan. Address the most likely problem and account for side effects of the proposed plan. Will the fix lead to significant downtime? Should the resolution be implemented at the end of the day? Is there a temporary fix I can implement immediately?

What is the 3rd step that you can take in troubleshooting a computer system?

Identify possible causes, and identify a theory of probable cause. Check for simple, obvious, and common problems first.