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Agenda
- Troubleshooting Definition. - What is the benefit. - Elements into consideration. - General guidelines. -The Five basic questions Who, what, when and How. - Keep in Mind. -Slow server example. -Summary
Definition
Troubleshoot :To isolate the source of a problem and fix it, typically through a process of elimination whereby possible sources of the problem are investigated and eliminated beginning with the most obvious or easiest problem to fix.
Definition
This stereo system has a problem: only one of the two speakers is emitting sound. While the left speaker seems to be working just fine, the right speaker is silent regardless of where any of the stereo's controls are set: Identify three possible faults that could cause this problem to occur, and identify what components of the stereo system are known to be okay (be sure to count each cable as a separate component of the system!). Explain how you might go about troubleshooting this problem, using no test equipment whatsoever. Remember that the speaker cables detach easily from the speakers and from the amplifier.
A very good way to determine which of these components is faulted is to swap cables and speakers between sides, but I'll let you determine which component swaps test which components.
An example of this is the childrens party game Telephone. Line up a number of people side by side. Have the first person in the line whisper a phrase to the second person, who then tries to repeat it to the third person, and so on. By the time the last person tries to repeat the phrase for the group, it has changed dramatically.
general guidelines
Analyze symptoms and factors. Check to see whether the problem is a common issue. Isolate the source of the problem.
What has changed? Where? The where question is one of the most important questions. It can identify a trend or a location of the problem. The where questions can provide a branching factor when you are trying to eliminate possibilities. Some of these questions are as follows: Where is the problem being reported? When? This is another important question for eliminating possibilities. When does the problem occur: Only when sending? Only when starting the client? Only when a scheduled event takes place? When is it seen: Right away? Every time? Only when sending to that user? How? The how questions are not always applicable, but they can be used in some situations. They can help you verify information. Here are some examples: How is it set up? How is it seen: The same every time? In the same place every time? With the same error every time?
Keep in Mind
Sometimes it is not what you ask but how you ask it Avoid defensiveness Dont rush it Open vs. Closed questions Avoid you and why to keep the information coming
Has this application (or server) always been slow? If not, did it slow down when more users were added? More data? Was new functionality recently added to the application? Was the software or hardware recently upgraded? Can you relay the RFC that was responsible for this change? No RFC? When you update your ticket with that information, make sure it is clear and detailed. Why? Months from now, it may happen again, and through the knowledgebase we can actively use your knowledge when someone new is in the NOC to search and find resolution. Take pride in sharing your knowledge. We all know you have tons of knowledge J
Spend time browsing through monitoring products: These products are your eyes and ears. Take advantage of them, such as Solar Winds, SCUM, Keynotes, and whatever else you normally use to see if a problem is repetitive. Use Google, and other resources to see if you can find the issue online and the resolution BEFORE someone tells you it's a problem.
Summary
Prioritize the Incident Determine impact and severity Does it affect WW customers (P1) How does it compare with other open incidents or problems Dont forget to call Ramy.
Summary
Develop Problem Statement. State the incident description as you understand it. Does customer agree the description is accurate. Does customer add new, relevant or clarifying details. Restate to confirm.
Thanks
Anyone who has never made a mistake has never tried anything new.