troubleshooting

• Troubleshooting

  A systematic approach to problem-solving that is often used to find and correct issues with complex machines, electronics, computers and software systems
• Troubleshooting methods

  1. Gather information on the issue

  2. Eliminate unnecessary components to determine if the issue persists

  3. Isolate the problem so that it can be examined

  4. Diagnose the problem and try obvious solutions

  5. Run through a checklist of components to identify where the failure is happening
• The primary objectives of troubleshooting are to figure out why something doesn't work as intended and provide a solution to resolve the issue
• Places troubleshooters find themselves working

  • Operating systems
  • Applications
  • Central processing units or CPUs
  • Firewalls
  • Hard drives
  • Solid-state drives
  • Servers
• Basic troubleshooting method on a PC

  1. Press Control-Alt-Delete

  2. Open Microsoft Windows Task Manager

  3. Determine which applications have become unresponsive

  4. Close unresponsive applications

  5. Restart the computer
• Basic troubleshooting method on a Mac

  1. Press Option-Command-Escape

  2. Force quit apps
• IT and help desk professionals use more extensive ways to troubleshoot problems
• Troubleshooting methodologies


  • Gather information
  • Describe the problem
  • Determine the most probable cause
  • Create a plan of action and test a solution
  • Implement the solution
• S1: Gather information

  1. Identify the problem

  2. Understand how to reproduce the issue

  3. Identify related symptoms

  4. Identify unique circumstances that must happen to reproduce the issue
• S2: Describe the problem

  1. Identify the symptoms

  2. Identify when the problem occurs

  3. Identify where the problem occurs

  4. Identify the conditions when the problem occurs

  5. Determine if the problem is reproducible
• Determine the most probable cause

  1. Use a trial-and-error method to eliminate various options

  2. Look for the most straightforward cause first

  3. Use a split-half troubleshooting approach to isolate the source of the problem
• Create a plan of action and test a solution

  1. Test the hypothesis

  2. Keep testing until a solution is identified

  3. If all tests fail, go back to determining the most probable cause
• Implement the solution


  1. Adjust, repair or replace whatever is causing the issue

  2. Test the solution to ensure the problem is fixed
• Goal of troubleshooting

  Return the system to the way it was before the problem occurred
• Successful troubleshooting

  • Problem is no longer reproducible
  • Functionality is restored
• Success of troubleshooting process

  Depends on the technicians' thoroughness and experience
• Step 6. Analyze the results

  Monitor the system to ensure the changes made don't adversely affect other parts of it or other systems connected to it
• Sometimes the solution to a problem creates another issue</b>
• Step 7. Document the process


  1. Document all steps taken

  2. Document both the solution and the fixes that didn't work

  3. Create troubleshooting checklists to quickly identify and fix potential problems
• Importance of documentation

  • Ensures other troubleshooters will know what to do if the problem happens again
  • Provides a comprehensive record of the incident