Device Troubleshooting

Run this process everytime you want to give a basic structure for a "Device Troubleshooting" Subject to employees

5 steps

Information Technology troubleshoot Support

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Process steps

What exactly is the problem?

5 days from previous step

task

Start by getting a clear picture of what is actually happening. Ask the user to describe the issue in their own words - don't assume you already know what's wrong. Find out when the problem started, what error messages appeared, and whether anything changed recently (new software, updates, moved desks). This initial conversation often reveals the real cause faster than diving straight into technical checks.

Gather more details, eliminate variables

5 days from previous step

task

Now it's time to narrow things down. Check if other devices or users are having the same problem - this tells you whether it's isolated or widespread. Verify network connections, power cables, and peripheral devices. Try the same task in a different application or browser to rule out software-specific issues. Document what you've checked so you don't repeat yourself later.

Reproduce the problem, develop hypothesis of root cause

5 days from previous step

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Try to make the problem happen again under controlled conditions. Can you trigger it consistently, or does it seem random? If it's intermittent, note any patterns - does it happen at certain times, with specific files, or after particular actions? Based on what you've learned, form a theory about what's causing the issue. Write it down. Having a clear hypothesis keeps you focused and prevents aimless tinkering.

Attempt a fix based on findings

5 days from previous step

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Time to test your hypothesis. Start with the simplest possible fix - a restart, clearing a cache, or reconnecting a cable. Only change one thing at a time so you know exactly what worked. If your first attempt doesn't solve it, go back to your hypothesis and adjust. Keep notes on everything you try, even the failures. This record saves time if you need to escalate or if the problem comes back.

Problem Solved?

5 days from previous step

task

Verify the fix actually worked. Have the user perform the exact task that was failing and confirm it's working correctly now. Don't just take your word for it - let them try it themselves. If the problem is solved, document what fixed it for future reference. If it's not solved, decide whether to loop back and try another approach or escalate to someone with more specialized knowledge.