Topic 3: Troubleshooting Methodology

Troubleshooting approach

A structured method used to identify and resolve issues or problems in a logical and efficient manner.

symptoms, root causes, solutions

A troubleshooting approach provides a framework for analyzing… identifying … and implementing appropriate ….

1. Identify the Problem

2. Establish a Theory

3. Test the Theory

4. Establish an Action Plan

5. Verify/Test the solution

6. Document the Findings

6 Steps to the troubleshooting approach

Identify the Problem

A step in the troubleshooting approach where the issue at hand is clearly defined and understood by gathering info about symptoms, error messages, and relevant details from users or system observations.

Establish a Theory

Step in the troubleshooting approach where the problem is consistently reproduced to validate its existence, and then the symptoms are analyzed to identify patterns or deviations that may provide insights into potential causes.

Test the Theory

Step in the troubleshooting approach where a list of potential causes is created based on gathered info and symptoms, then the hypothesis is tested to validate the most likely causes, implementing controlled changes to observe their impact

Establish a Plan of Action

Step in the troubleshooting approach where a process of elimination is done to isolate the most specific set of potential causes. A plan is formulated to address the identified root cause effectively.

Verify/Test the Solution

Step in the troubleshooting approach where corrective actions or solutions are implemented. The solution is verified to resolve the problem by testing the system for proper functionality.

Document the Findings

Step in the troubleshooting approach where we record the steps, problem description, symptoms, causes, and resolution. This info must be shared with relevant teams and knowledge bases for future reference and sharing.

1. troubleshooting steps

2. problem description

3. symptoms

4. causes

5. resolution

What are the 5 findings to be documented at the end of the troubleshooting approach?