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Step 6: Document findings, actions, and outcomes.

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Step 6: Document findings, actions, and outcomes.

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Once you have solved and tested the issue the next step is the most important.  You must document the problem and your steps you used to fix the issue.  The reason behind this is that if a similar problem occurs in the future then you can check back on your notes and check to see if the same fix will solve the new issue or will at least give you a starting point.

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Step 5: Verify full system functionality - Is the problem fixed?

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Step 5: Verify full system functionality - Is the problem fixed?

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Using the theory that you used to replicate and locate the problem, test the system to verify the fix has solved the issue.  If at this point the issue is not resolved go back to Step 2 and repeat the process and try another theory.

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Once you have found the cause of the issue determine how to fix the issue.  Once the fix is found, implement the fix.  This process may include searching the Internet for solutions - the probability is high that someone else may have had the same problem and found a solution.

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Step 3: Test the theory to determine cause.

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Step 3: Test the theory to determine cause.

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Try and attempt to replicate the issue - if the theory does not replicate the issue then try another theory.

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Step 2: Establish a theory of probable cause.

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Step 2: Establish a theory of probable cause.

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Once you have done the investigation it is now time to attempt to determine what has caused the issue.  Could it be the device or the user at fault?  Use of brainstorming and other problem solving tools is advised

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First step in the process, find out what is going on - use techniques such as open and closed questions to get direct feedback from the user.  Investigation phase - the more information you find the easier it can be to locate and fix the issue.