Troubleshooting Process

What is the pneumonic for troubleshooting?

I Eat Tacos Every Veterans Day

What does the I in “I Eat Tacos Every Veterans Day” stand for?

Identify the problem

What does identifying the problem look like?

Asking open and closed-ended questions, inquiring if there were any changes to the system or infrastructure, and reviewing system and application logs.

What does the first E in “I Eat Tacos Every Veterans Day” stand for?

Establish a theory

What does the T in “I Eat Tacos Every Veterans Day” stand for?

Test the theory

What does the second E in “I Eat Tacos Every Veterans Day” stand for?

Establish a plan of action

What does the V in “I Eat Tacos Every Veterans Day” stand for?

Verify functionality

What does the D in “I Eat Tacos Every Veterans Day” stand for?

Document the findings

What does establishing a theory of probable cause look like?

Start with establishing obvious probable causes and conduct external or internal research based on symptoms

What does testing the theory look like?

Begin with the easiest and quickest options and either determine the next steps once the theory is confirmed, re-establish a new theory if the theory is not confirmed, or escalate the issue if it is too difficult

What does establishing a plan of action look like?

Identify a strategy and take the steps needed to fix the issue

What does verifying full system functionality look like?

Ensure the initial problem is solved and other issues did not arise, and implement preventative measures so the issues will not occur again

What do documenting findings, actions, and outcomes look like?

Guide for explaining to the client the steps performed to resolve the issue and serves as a great resource for resolving similar issues in the future