Troubleshooting Methodology

This post is a summary (list type) from an online class I took in 2022. I’m writing it as a note/cheatsheet for myself and to those who may find it useful.

1. IDENTIFY the problem and determine the scope.
   • Question all stakeholders concerned.
   • Identify the scale of the problem.
   • Collect additional logs / reports.
   • If possible, try to replicate the problem.
   • Perform backups.
   • Escalate if necessary. Asking for help is not a weakness.
2. ESTABLISH A THEORY of probable cause.
   • Question the obvious.
   • Does the problem stem from a central point or isolated?
   • Escalate if needed.
3. TEST THE THEORY to determine the cause.
   • Establish a new theory if not confirmed.
   • Undo previous steps.
   • Escalate if needed.
4. ESTABLISH A PLAN of action to resolve the problem.
   • Notify users/ stakeholders that will be impacted.
5. IMPLEMENT THE SOLUTION or escalate.
   • Make one change at a time, test and confirm.
   • Reverse the change if not resolved.
6. VERIFY FULL SYSTEM functionality.
   • Implement preventive measures.
7. PERFORM ROOT CAUSE ANALYSIS.
   • Did you threat the symptom and not the root cause?
8. DOCUMENT your findings, actions and outcomes.
   • Create a wiki, KBA or FAQ for the admin team.
   • Use the Notes/Remarks inputs.
   • Share the knowledge!