Using Good Troubleshooting Techniques

Here are some tips that you should keep in mind throughout the trouble shooting process.

Take Notes

What starts out as a simple troubleshooting job can sometimes unravel into a major task. Start taking notes from the very beginning of the troubleshooting process, even if it seems like a simple problem. After you complete the fix, review your notes to see where you might have been more effective.

Write down the following:

• Each piece of information you gather

• Each test that you perform (along with the results)

• Your proposed solution (to preserve a record of what you tried) each time you think you know what's wrong

Consult Resources

Consulting with available resources is a great way to find information about the product and problem you're troubleshooting. Even if you're not sure what you're looking for, browsing through references such as the Knowledge Base can be helpful when you don't know what to try next. You might come across a document related to the issue you're trying to resolve. Don't hesitate to ask questions of coworkers or other reputable technical authorities, because they can provide valuable clues.

Consider the Human Factor

When you have been working long and hard on a problem that has you stumped, try taking a break.

Frustration can impair your ability to think logically and rationally. You may be surprised how often a short break can allow you to think of solutions that you previously overlooked.

Don't fall prey to "confirmation bias." When you believe you have solved a problem, confirmation bias causes you to favor factors that confirm that solution, and to ignore or misinterpret factors that contradict that solution. The more intelligent an individual, the more skillful he or she can be at reinforcing a confirmation bias. Keep an open mind and don't be trapped by assumptions.

Another human factor to consider is whether the user should be present while you troubleshoot. Having the user present can be useful for gathering information about problem causes. However, having the user peer over your shoulder while you troubleshoot may also pressure you into making hasty and possibly bad decisions.

Additionally, users may later try to repeat some of the techniques on their own. Without adequate understanding of the techniques, users can cause irreparable damage. You can warn them not to try these techniques without a support person present. Unfortunately, people do not always pay attention to warnings.