Troubleshooting

“ If all you have is a hammer, everything looks like a nail.” - Bernard Baruch

Example of a problem solving workflow Identify the problem Find the faulty component Correct the problem Verify the correction Prevent recurrence

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

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

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

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

For the purpose of this discussion, troubleshooting is finding the faulty component

Some people believe this is troubleshooting:

Keywords: Error 4096 Search Search

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

This is not troubleshooting! Keywords: Error 4096 Search How to resolve error 4096 How to resolve error 14096 How to resolve error 40962 Search

Looking for known errors in a database or library is known as incident matching

Looking for known errors in a database or library is known as incident matching This can be a useful tool for problem solving, but real troubleshooting requires us to think independently , not just follow instructions

First I tried adjusting the attenuator

First I tried adjusting the attenuator Then I booted the backup system

First I tried adjusting the attenuator Then I booted the backup system Then I calibrated the connection

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?

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

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

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...

Working through a set of possible ‘fixes’ without trying to understand the problem is not troubleshooting

Real troubleshooting requires us to think in a methodical way and choose the best action based on the information we have

Does everyone know how to troubleshoot?

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

A new toaster? What happened to the old one?

A new toaster? What happened to the old one? Well, I went to use it this morning, and it was broken .

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 !

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

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.

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 ...

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

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.

It sounds like you thought of everything already...

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

Grandma used her innate troubleshooting skills to eliminate

Grandma used her innate troubleshooting skills to eliminate the socket

Grandma used her innate troubleshooting skills to eliminate the socket the power supply

Grandma used her innate troubleshooting skills to eliminate the socket the power supply the fuse

Grandma used her innate troubleshooting skills to eliminate the socket the power supply the fuse the plug

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

Here’s what we do: Gather information

Here’s what we do: Gather information Process results

Here’s what we do: Gather information Process results Narrow down possible causes

Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan

Here’s what we do: Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan

...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

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

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

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

So how come some people are better at troubleshooting than others?

The following table shows our five troubleshooting steps

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

Gather information Process results

Gather information Process results Narrow down possible causes

Gather information Process results Narrow down possible causes Suggest action plan

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

Communication skills Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Gather information Communication skills are important so we can ask questions in the right way to get the information we need

Communication skills Operational knowledge Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Gather information Operational knowledge is required so we know what questions to ask . (If you’d never made toast before, Grandma might find it frustrating to explain what was wrong in a way you could understand!)

Communication skills Operational knowledge Analytical skills Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Process results Analytical skills are required to make sense of the information we’ve gathered

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Narrow down possible causes Knowledge of components and dependencies (knowing how electricity gets to the toaster ) allowed us to apply our analytical skills to eliminate the socket and power supply

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Analytical skills Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Suggest action plan We need Analytical skills to evaluate possibilities for our next action

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Analytical skills Decision-making skills Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Suggest action plan Decision-making skills help us choose the best action plan. For instance, Grandma decided she should buy a new toaster rather than try to find an electronics expert to work on the old one.

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Analytical skills Decision-making skills Operational knowledge Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Carry out action plan Without Operational knowledge we wouldn’t be able to try out our action plan, or give instructions to someone else

And now for something a little more challenging...

This is Captain Taylor on flight 129 to Dubai. I’m unable to complete my pre-flight checks because indicator GU29D is showing a fault.

This is Captain Taylor on flight 129 to Dubai. I’m unable to complete my pre-flight checks because indicator GU29D is showing a fault. Can we help?

How to fly an aircraft Maybe we could if we knew...

How to fly an aircraft (so we can ask intelligent questions) Maybe we could if we knew...

How to fly an aircraft (so we can ask intelligent questions) What indicator GU29D means Maybe we could if we knew...

How to fly an aircraft (so we can ask intelligent questions) What indicator GU29D means How the aircraft works Maybe we could if we knew...

How to fly an aircraft (so we can ask intelligent questions) What indicator GU29D means How the aircraft works (so we know what parts we might need to check or fix when we get a GU29D fault) Maybe we could if we knew...

How to fly an aircraft (so we can ask intelligent questions) What indicator GU29D means How the aircraft works (so we know what parts we might need to check or fix when we get a GU29D fault) How to maintain the aircraft Maybe we could if we knew...

How to fly an aircraft (so we can ask intelligent questions) What indicator GU29D means How the aircraft works (so we know what parts we might need to check or fix when we get a GU29D fault) How to maintain the aircraft (so we can advise the ground crew) Maybe we could if we knew...

Operational knowledge How to fly an aircraft

Operational knowledge How to fly an aircraft How to maintain the aircraft

Knowledge of components and dependencies

Knowledge of components and dependencies What indicator GU29D means

Knowledge of components and dependencies What indicator GU29D means How the aircraft works

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

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Analytical skills Decision-making skills Operational knowledge Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Analytical skills Decision-making skills Operational knowledge Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Most of us don’t have the required knowledge to troubleshoot an aircraft

Communication skills Operational knowledge Analytical skills Knowledge of components and dependencies Analytical skills Analytical skills Decision-making skills Operational knowledge Gather information Process results Narrow down possible causes Suggest action plan Carry out action plan Most of us don’t have the required knowledge to troubleshoot an aircraft But the skills required are the same ones we use every day

To troubleshoot a system, whether it’s a toaster or an aircraft , you need some knowledge of that system...

To troubleshoot a system, whether it’s a toaster or an aircraft , you need some knowledge of that system... ...b ut the skills you need are the same ones Grandma has!

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

Components Toaster Electricity Fuse Plug Socket

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

Dependencies Toaster The toaster ...

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

Dependencies Toaster Electricity Socket Depends on Depends on The toaster ... ...needs a working socket , which needs a working electricity supply

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

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

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

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)

Trying ‘known fixes’ with no logical thought about

Trying ‘known fixes’ with no logical thought about context

Trying ‘known fixes’ with no logical thought about context relevance

Trying ‘known fixes’ with no logical thought about context relevance impact

Trying ‘known fixes’ with no logical thought about is not troubleshooting and is likely to do more harm than good context relevance impact

Following given instructions to resolve known errors has its place

Following given instructions to resolve known errors has its place But this is known as incident matching and should not be mistaken for troubleshooting

When supporting any system , some form of operational knowledge (how to use the system, for instance) is necessary to communicate effectively about problems and their solutions

...but when we have some knowledge of components and dependencies of a system we can begin to troubleshoot effectively

Troubleshooting

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