2. Six Steps of Troubleshooting
• Identify the Problem
• Establish Theory of Probably Cause
• Test Theory to Determine Cause
• Establish plan of action to resolve problem and implement solution
• Verify full system functionality
• Document finding, actions and outcomes
3. Open and Close Questions
Closed Questions –
Yes/No Answers
Open Questions –
Detailed Answers
4. Documentation
• Document everything
• fault reports, investigation plans, error logs, test logs
• Record steps taken
• Record actual solution accurately
• Tickets
5. Self-Evaluation
• Linear – Top Down – Bottom Up
• Top down emphasises complete understanding
• Bottom up emphasises early testing and coding
• Half Split (Divide and Conquer)
• Used by experienced technicians
• Educated guesses, the progression
