Best Practice Methodology

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• being an effective troubleshooter simply involves having a detailed knowledge of how something is supposed to work and of the sort of things that typically go wrong
• the more complex a system is, the less likely it is that this sort of information will be at hand

Troubleshooting starts with a process of problem-solving.

• problems have causes, symptoms, and consequences

Example

• A computer system has a fault in the hard disk drive (cause)
• Because the disk drive is faulty, the operating system is displaying a “blue screen” (symptom)
• Because of the fault, the user cannot do any work (consequence)

• From a business point-of-view, resolving the consequences or impact of the problem is more important than solving the original cause
  • E.g., most effective solution might be to provide the user with another workstation, then get the drive replaced
• Problems also need to be dealt with according to priority and severity
• cause of a specific problem might be the symptom of a larger problem
  • particularly true if the same problem recurs
  • E.g., might ask why the disk drive is faulty—is it a one-off error or are there problems in the environment, supply chain, and so on

CompTIA’s A+ Troubleshooting Model

1. Identify the problem:
   • Gather information from the user, identify user changes, and, if applicable, perform backups before making changes
     • Begin documentation
   • Inquire regarding environmental or infrastructure changes
2. Establish a theory of probable cause (question the obvious):
   • If necessary, conduct external or internal research based on symptoms
3. Test the theory to determine the cause:
   • Once the theory is confirmed, determine the next steps to resolve the problem
   • If the theory is not confirmed, re-establish a new theory or escalate
4. Establish a plan of action to resolve the problem and implement the solution
   • Refer to the vendor’s instructions for guidance
5. Verify full-system functionality and, if applicable, implement preventative measures
6. Document the findings, actions, and outcomes