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Troubleshooting Process Steps
Solution
Troubleshooting Process Steps
Chapter 4.2.1
"Your job is to build a bridge from the customer to the solution."
-Eric Egwuonwu
Step 1: Identify the Problem
Conversation Etiquette
Respect customer
Speak to be understood
3 areas of information
Customer Information- Name/ Contact Number
Computer Configuration- Model and Manufacturer
Problem Description- Open vs closed ended Qs
Open-ended Qs allow for more information
Closed-ended Qs are yes or no questions
Programs that help you identify Problem
Event Viewer
-tells what, when, where ,and how bad the problem is.
-might need other sources to solve problem.
Task Manager
-monitors performance of the CPU
-see what programs are running
Step 2: Establish a Theory of Probable Cause
Step 3: Test Theory to Determine Cause
Test theories one at a time
Create a list of common reasons why the error would occur.
-Easiest /most obvious causes at top.
1. Device is powered off
2. Power switch for outlet is turned off
3. Surge Protector is turner off
1. Ensure the device is powered on
2. Ensure the power switch for an outlet is turned on
3. Ensure the surge protector is turned on
If you cannot determine the exact cause of the problem after testing theories, establish a new theory of probably cause and test it.
If it does not work escalate to technician.
BUT before you do that, document each test you tried.
Step 4: Establish a Plan of Action to Resolve the Problem and Implement the Solution
When you have the exact cause of the problem, establish a plan of action.
If the plan of action fails, do more research.
Step 5: Verify Full System Functionality
Step 6: Document Findings, Actions, and Outcomes
After repairs
-show customer how to resolve the problem
-Complete documentation for repair
-Reboot computer
-Ensure applications work
-Verify internet connections
Ensure that you have not created another problem.
Have Customer verify the solution and system functionality.
Wrap Up
1. Identify Problem
2. What you think is causing the problem
3. Test Theories
4. Make a Plan of Action
5. Check for full System Functionality
6. Document Findings
Customer