Explains what troubleshooting is, what skills are involved, and clears up some common misconceptions. Originally designed with IT Helpdesks in mind, but it could apply to any kind of troubleshooting.
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Wrote this a VERY long time ago! I always meant to revisit/revamp it, but never quite got round to it. But people seem to get value from it, so I'll leave it up :)
4. Example of a problem solving workflow Identify the problem Find the faulty component Correct the problem Verify the correction Prevent recurrence
5. Which of these is trouble-shooting ? Example of a problem solving workflow Identify the problem Find the faulty component Correct the problem Verify the correction Prevent recurrence
6. Which of these is trouble-shooting ? Example of a problem solving workflow Identify the problem Correct the problem Verify the correction Prevent recurrence Find the faulty component
7. Example of a problem solving workflow This is where we spend most of our time. Identify the problem Find the faulty component Correct the problem Verify the correction Prevent recurrence
8. Example of a problem solving workflow (This bit is easy when we know what to fix!) This is where we spend most of our time. Identify the problem Find the faulty component Correct the problem Verify the correction Prevent recurrence Find the faulty component
9. For the purpose of this discussion, troubleshooting is finding the faulty component
24. First I tried adjusting the attenuator Then I booted the backup system
25. First I tried adjusting the attenuator Then I booted the backup system Then I calibrated the connection
26. First I tried adjusting the attenuator Then I booted the backup system Then I calibrated the connection Hang on a sec, are you just working through these in alphabetical order?
28. Yeah, that’s what I always do when I don’t know the answer ... ...usually one of the things on my list fixes it eventually
29. Yeah, that’s what I always do when I don’t know the answer... ...usually one of the things on my list fixes it eventually Hmm, maybe... if you don’t break something first...
38. A new toaster? What happened to the old one? Well, I went to use it this morning, and it was broken .
39. A new toaster? What happened to the old one? Well, I went to use it this morning, and it was broken . I put my bread in, pushed down the handle and nothing happened !
41. Are you sure it’s the toaster that’s broken ? I tried it in another socket so I know it isn’t the electrical socket that’s the problem.
42. Are you sure it’s the toaster that’s broken ? I tried it in another socket so I know it isn’t the electrical socket that’s the problem. I even plugged in the blender just to make sure, and that was fine ...
56. Here’s what we do: Gather information Process results Narrow down possible causes
57. Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan
58. Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan
59. ...I pushed down the handle and nothing happened ... ... I tried it in another socket... ... I even plugged in the blender , and that was fine ... Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan
60. Here’s what we do: If the blender works in the same socket it can’t be the socket, and the power supply must be OK... Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan
61. What about the fuse in the plug? Did you check that? Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan
62. I tried that too. I even changed the plug so I’m pretty sure it’s the toaster. Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan
63. So how come some people are better at troubleshooting than others?
113. Dependencies Toaster Electricity Socket Depends on Depends on The toaster ... ...needs a working socket , which needs a working electricity supply
114. Dependencies Toaster Electricity Socket Plug Depends on Depends on Depends on The toaster ... ...needs a working socket , which needs a working electricity supply ...and needs a working plug
115. Dependencies Toaster Fuse Electricity Socket Plug Depends on Depends on Depends on Depends on The toaster ... ...needs a working socket , which needs a working electricity supply ...and needs a working plug , which needs a working fuse