Rules of Troubleshooting
- I always check the Event Viewer or other log files first when troubleshooting.
- I do not start troubleshooting until all software/hardware is patched up to the latest approved release.
- I do not make modifications unless I have a verified backup, have logged the change and I am reasonably certain what the end result will be.
- My job is to provide a solution. A “workaround” means that something is still broke, and I didn’t do my job.
- An end user only reports their perception of the situation; It is my job to verify the reality of the situation before attempting to find the solution.
- I never assume anything; I always verify everything with my own eyes.
- Asking for help from a co-worker implies I have confidence in their ability to assist, it does not imply failure on my part.
- I am never afraid to call a vendor or support line for 3rd party products. It’s their product and they will be more familiar with it than I will be leading to a faster resolution.