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. ========================= 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 :)

1. Troubleshooting

3. What is troubleshooting?

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

10. Misconceptions

14. Keywords: Search Search

15. Keywords: Error 4096 Search Search

16. Keywords: Error 4096 Search How to resolve error 4096 How to resolve error 14096 How to resolve error 40962 Search

17. Keywords: Error 4096 Search How to resolve error 4096 How to resolve error 14096 How to resolve error 40962 Search

18. Keywords: Error 4096 Search How to resolve error 4096 How to resolve error 14096 How to resolve error 40962 Search

23. First I tried adjusting the attenuator

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?

27. Yeah, that’s what I always do when I don’t know the answer.. .

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...

32. Does everyone know how to troubleshoot?

33. Yes!

35. Hi, Grandma , how are you?

36. Hi, Grandma , how are you? Very well thank you, I’ve just been thinking about buying a new toaster !

37. A new toaster? What happened to the old one?

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 !

40. Are you sure it’s the toaster that’s broken ?

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 ...

43. What about the fuse in the plug? Did you check that?

44. What about the fuse in the plug? Did you check that? Yes, I tried that too. I even changed the plug so I’m quite sure it’s the toaster.

45. It sounds like you thought of everything already...

46. It sounds like you thought of everything already... Yes, except opening up the toaster and messing around inside – but I’m no electronics expert !

47. Grandma used her innate troubleshooting skills to eliminate

52. Because we do this naturally, it isn’t always obvious what we’re doing ... ...so let’s break it down

53. Here’s what we do:

54. Here’s what we do: Gather information

55. Here’s what we do: Gather information Process results

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?

64. Knowledge and Skills

65. The following table shows our five troubleshooting steps

66. The following table shows our five troubleshooting steps

67. The following table shows our five troubleshooting steps with the knowledge and skills required for each

68. Gather information

69. Gather information Process results

70. Gather information Process results Narrow down possible causes

71. Gather information Process results Narrow down possible causes Suggest action plan

72. Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan

80. And now for something a little more challenging...

85. Maybe we could if we knew...

93. In other words we need...

94. Operational knowledge

97. Knowledge of components and dependencies

100. ...but if we look back at our list...

106. Components and dependencies

107. Here are some simple components Grandma knows are involved in making her toaster work

108. Components Toaster Electricity Fuse Plug Socket

109. She also knows some dependencies between the components which allow her to narrow down where the fault might be

110. Dependencies

111. Dependencies Toaster The toaster ...

112. Dependencies Toaster Socket Depends on The toaster ... ...needs a working socket

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

116. A dependency diagram for a complex system might look more like this:

117. Duct tape TG19J Widget connector GU29D Regulating grommet C3P0 RP14B FS44X Cabling PT45J Flux capacitor Quantum rheostat WD40 Low-pressure release valve Thermal oscillator Oscillatory connector R-19 Thermal duct regulator (this isn’t a real one)

118. In summary