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Troubleshooting
Six Steps of Troubleshooting
• Identify the Problem
• Establish Theory of Probably Cause
• Test Theory to Determine Cause
• Establish plan of action to resolve problem and implement solution
• Verify full system functionality
• Document finding, actions and outcomes
Open and Close Questions
Closed Questions –
Yes/No Answers
Open Questions –
Detailed Answers
Documentation
• Document everything
• fault reports, investigation plans, error logs, test logs
• Record steps taken
• Record actual solution accurately
• Tickets
Self-Evaluation
• Linear – Top Down – Bottom Up
• Top down emphasises complete understanding
• Bottom up emphasises early testing and coding
• Half Split (Divide and Conquer)
• Used by experienced technicians
• Educated guesses, the progression

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Troubleshooting Computing Problems

  • 2. Six Steps of Troubleshooting • Identify the Problem • Establish Theory of Probably Cause • Test Theory to Determine Cause • Establish plan of action to resolve problem and implement solution • Verify full system functionality • Document finding, actions and outcomes
  • 3. Open and Close Questions Closed Questions – Yes/No Answers Open Questions – Detailed Answers
  • 4. Documentation • Document everything • fault reports, investigation plans, error logs, test logs • Record steps taken • Record actual solution accurately • Tickets
  • 5. Self-Evaluation • Linear – Top Down – Bottom Up • Top down emphasises complete understanding • Bottom up emphasises early testing and coding • Half Split (Divide and Conquer) • Used by experienced technicians • Educated guesses, the progression