Stage 1 – Interview user
If possible, a troubleshooter gathers
initial symptoms from the user and uses these symptoms as a basis for
additional troubleshooting.
Stage 2 – Analyze symptoms
A troubleshooter will get a
description of the problem by analyzing any gathered symptoms from the user
Stage 3 – Determine symptoms
Using a layered troubleshooting
approach, a troubleshooter gathers hardware and software symptoms from the end
system starting with the most likely cause. The troubleshooter should rely on
previous experience, if possible, to decide if the problem is more likely a
hardware or software problem.
Stage 4 – Document
symptoms
Document any hardware and software symptoms. If the problem
can be solved using the documented symptoms, a troubleshooter solves the
problem and documents the solution. If the problem cannot be solved at this
point, then the isolating phase of the general troubleshooting process is
initiated.
