5.1 – Troubleshooting: How to Troubleshoot

• When working with computers in a corporate environment, a formal change control process is required for OS upgrades or network modifications.
• Modifying applications requires following specific guidelines within the change control process.
• The change control process informs everyone involved about planned changes, enabling controlled implementation.
• The change control process includes options to revert to previous configurations if problems arise during the change.
• The change control process is a formal corporate policy with well-defined implementation procedures.
• A typical change control environment involves planning, risk assessment, and recovery planning.
• Before implementing changes, lab tests and simulations are performed to assess potential impacts.
• All change-related processes are documented before submitting a request to the change control board.
• The change control board decides on the implementation and schedules it.

Troubleshooting process

• A standard troubleshooting flow should be followed when addressing problems with IT systems.
• The troubleshooting process starts with a broken system and continues until the issue is resolved.
• Gather as much information as possible from the user about the problem, including screenshots and error messages as the first step.
• Obtain specifics on what users are experiencing as part of the initial information gathering.
• Capture screenshots of errors or error messages provided to the user to give more details.
• Complex systems may exhibit multiple symptoms from one or more underlying problems.
• Speaking directly with users can provide more insights than email documentation alone.
• Review records to identify any changes in the environment since the system was working.
• Look for recent patches or application changes that may correlate with the problem's onset.
• Deconstruct complex issues into smaller, manageable components to facilitate resolution.
• Backup systems before making changes during troubleshooting to facilitate reverting if needed.
• Consult change control board documentation to understand changes users might be unaware of.
• Changes to network devices can significantly impact application performance and should be verified.
• System log files can offer additional insight into the problems users are experiencing.
• After initial data collection, theorize the root cause, starting with the most obvious.
• Using Occam's razor, the simplest explanation is often the most likely cause of the issue.
• Technicians often start by checking basic issues like power and network connections.
• Problems may not always be obvious, requiring consideration of less common causes.
• List possible causes, prioritizing the most obvious, to provide a starting point for testing theories.
• External documentation might assist in identifying and resolving known issues.
• After identifying possible issues, test theories to identify the root cause.
• If initial theories do not explain a problem, consult third-party experts or escalate accordingly.
• If a theory resolves the issue, create a plan of action for production implementation.

Implementation

• Create a plan of action that incorporates the change, and includes a roll back plan.
• Vendor documentation may provide guidance on implementing specific fixes.
• The implementation plan should include alternative plans to address potential issues.
• There should also be a rollback option to revert to the original configuration if needed.
• Implement the change during the designated change control window.
• Ensure all tasks are completed within the allotted time.
• Consider allocating more resources to help speed up the implementation.
• After implementation perform tests to verify the problem is fixed.
• Implement preventative measures to avoid the same issue in the future as part of the testing.
• Document everything that was done to resolve the issue.
• Documentation should include symptoms, changes made, and results.
• Store documentation in a help desk or knowledge-based software for easy access.
• The troubleshooting process involves identifying the problem, theorizing causes, testing theories, planning a fix, implementing the fix, verifying the system, and documenting the process.