MOBILE APPLICATION DEVELOPMENT LEA.

C8

420-CD5-GA

Technical User Support

Session – 08 - NOTES

UNDERSTANDING TROUBLESHOOTING

METHODS and TOOLS

Practices on problems resolutions

By

Professor: Robert Yavo

Email: Mio / [email protected]

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Table of Content
1. Understanding Troubleshooting .............................................................................................. 3
Definition ..................................................................................................................................... 3
Principle ....................................................................................................................................... 3
Summary ...................................................................................................................................... 3
2. Methods of Troubleshooting ................................................................................................... 4
2.1 General Troubleshooting Guidelines ..................................................................................... 4
2.2 Troubleshooting tasks (steps of actions) ............................................................................... 4
1. Verify that something is actually wrong. ............................................................................. 4
2. Identify and locate the cause of the trouble. ...................................................................... 4
3. Correct the problem. ........................................................................................................... 4
4. Verify that the problem has been corrected. ...................................................................... 4
5. Follow up to prevent further trouble. ................................................................................. 5
2.3 Troubleshooting Documentation or Log ............................................................................... 5
2.4 The 7 Basics Steps of Troubleshooting Process ..................................................................... 6
Step 1: Symptom Recognition ................................................................................................. 6
Step 2: Symptom Elaboration .................................................................................................. 6
Step 3: Listing of Probable Faulty Functions ............................................................................ 7
Step 4: Localizing the Faulty Function ..................................................................................... 8
Step 5: Localizing the Fault to a Component ........................................................................... 8
Step 6: Failure Analysis ............................................................................................................ 9
Step 7: Retest Requirements ................................................................................................... 9
2.5 The Flowchart Method of troubleshooting ....................................................................... 9
Step 1: Talk with the Operator ................................................................................................ 9
Step 2: Verify Symptoms ........................................................................................................ 10
Step 3: Attempt Quick Fixes ................................................................................................... 10
Step 4: Review Troubleshooting Aid ...................................................................................... 10
Step 5: Step-by-Step Search................................................................................................... 10
Step 6: Clear the Trouble ....................................................................................................... 10
Step 7: Perform Preventive Maintenance ............................................................................. 11
Step 8: Make Final Checks ..................................................................................................... 11
Step 9: Complete Paperwork ................................................................................................. 11
Step 10: Inform Area Supervision/Instruct Operators .......................................................... 11
Step 11: Figure of Flowchart Model ..................................................................................... 12
3. Practices on Problems Definitions/Resolutions .................................................................... 13
4. Computer Technician Job ...................................................................................................... 13
5. References ............................................................................................................................. 15

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1. Understanding Troubleshooting
Definition
In general, troubleshooting is the identification or diagnosis of "trouble" in the management flow
of a system caused by a failure. The problem is initially described as symptoms of malfunction,
and troubleshooting is the process of determining and remedying the causes of these symptoms.
So, Troubleshooting is a form of problem solving, often applied to repair failed products or
processes, application on a machine or a system.
It is the search for the source of an incidence or a problem in order to solve it, and make the
product, the service, the application or process operational again.
Troubleshooting is needed to identify the symptoms, to determine the cause by a process of
elimination.
Troubleshooting requires confirmation that the solution restores the product or process to its
working state.

Principle
A basic principle in troubleshooting is to start from the simplest and most probable possible
problems first. This is illustrated by the old saying "When you see hoof prints, look for horses,
not zebras", or to use another maxim, use the KISS principle. This principle results in the common
complaint about help desks or manuals, that they sometimes first ask: "Is it plugged in and does
that receptacle have power?", but this should not be taken as an affront, rather it should serve
as a reminder or conditioning to always check the simple things first before calling for help.
A troubleshooter could check each component in a system one by one, substituting known good
components for each potentially suspect one.

Summary
Troubleshooting is a method of finding the cause of a problem and correcting it. The ultimate
goal of troubleshooting is to get the equipment back into operation. This is a very important job
because the entire production operation may depend on the troubleshooter's ability to solve the
problem quickly and economically, thus returning the equipment to service.

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2. Methods of Troubleshooting

2.1 General Troubleshooting Guidelines

There are five-step troubleshooting process which consists of the following:
• Verify that a problem actually exists.
• Isolate the cause of the problem.
• Correct the cause of the problem.
• Verify that the problem has been corrected.
• Follow up to prevent future problems.

2.2 Troubleshooting tasks (steps of actions)

There are several action items that are important to the successful achievement of the goal of
troubleshooting:

1. Verify that something is actually wrong.

A problem usually is indicated by a change in equipment performance or product quality.
Verification of the problem will either provide you with indications of the cause if a problem
actually exists or prevent the troubleshooter from wasting time and effort on "ghost" problems
caused by the operator's lack of equipment understanding. Do not simply accept a report that
something is wrong without personally verifying the failure. A few minutes invested up front can
save a lot of time down the road.

2. Identify and locate the cause of the trouble.

Trouble is often caused by a change in the system. A thorough understanding of the system, its
modes of operation, and how the modes of operation are supposed to work, the easier it will be
to find the cause of the trouble. This knowledge allows the troubleshooter to compare normal
conditions to actual conditions.

3. Correct the problem.

It is very important to correct the cause of the problem, not just the effect or the symptom. This
often involves replacing or repairing a part or making adjustments. Never adjust a process or
piece of equipment to compensate for a problem and consider the job finished; correct the
problem!

4. Verify that the problem has been corrected.

Repeating the same check that originally indicated the problem can often do this. If the fault has
been corrected, the system should operate properly.

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5. Follow up to prevent further trouble.

Determine the underlying cause of the trouble. Suggest a plan to a supervisor that will prevent
a future recurrence of this problem.

2.3 Troubleshooting Documentation or Log

It is always important to document any issue and the troubleshooting steps that have been done
by a Support Agent in order to resolve the issue or not.
The troubleshooting log provides a valuable source of information from which the
troubleshooter can draw on the experience of past troubleshooting efforts to quickly restore the
equipment to service. Problems, symptoms, corrective actions, modifications, and preventive
maintenance actions all should have entries that can be referenced at a later date.
Screenshots, comments, scenarios and actions documentation will help to repair common issues.
Documentation of recurring problems can provide the horsepower needed to get the right part
or the engineering solution necessary to not only fix the problem, but also correct it. Without
this historical data and documentation of a recurring problem and its associated costs, the
arguments will often be met with the statement "if it is not written down, it did not happen."
The equipment history/troubleshooting log is an ideal place to keep the records necessary to
establish and maintain a common problems list.
Example of a troubleshooting log or doc, that could be used as a common problems list.

Case # Description of Symptoms Troubleshooting actions Comments (Notes)

We can also add, who work on it, Date/Time issue happened, when it has been resolved. SLA is
respected or not?

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2.4 The 7 Basics Steps of Troubleshooting Process

A Technical or Helpdesk Support Agent must always have in mind the following 7 basics steps in
of troubleshooting standards:
• Symptom recognition
• Symptom elaboration
• Listing of probable faulty functions
• Localizing the faulty function
• Localizing the trouble to a faulty component
• Failure analysis
• Retest requirements

Step 1: Symptom Recognition

This is the most fundamental step in troubleshooting. Each and every person that has ever fixed
anything has accomplished it. This step asks the question "Does a failure exist" The first step in
identifying a failure is recognizing that a failure exists. This sounds ridiculously simple, and usually
it is, but it is also very important. For example, a common failure can be as simple as the power
is not connected to a power supply. Electric motors and electrical circuits will not operate
without electricity! This is very simple troubleshooting, but it can save a lot of time and potential
embarrassment. The symptom recognition step is very straightforward. It requires an entry in
the troubleshooting log that states what the indications of a problem are. For example, the
indication might be that pump #3 does not start. Always check for additional symptoms of
common problems. Unusual symptoms of common troubles occur more often than common
symptoms of unusual troubles. The following list provides some guidelines for entries made
during the symptom recognition step:
• Try to be as specific and defining as possible in stating the problem that is occurring.
• Always check to ensure equipment is lined up for normal operation, i.e., On/Off switch,
test switch, mode selection switch, etc.
• Analyze the performance of the equipment to make sure it actually has a failure and is not
simply reacting to an external condition.
• Try to determine if the failure is total or if the equipment is operating with degraded
performance.
• Know the equipment; realize when it is showing the symptoms of impending failure.

Step 2: Symptom Elaboration

The symptom elaboration step is the beginning of "actual" troubleshooting. The objective of this
step is to obtain as much information about the problem as possible. Symptom elaboration is
where the question "What is the problem" is asked. As its name implies, this step elaborates on
the symptom written in step one. For example, perhaps the cylinder extension stroke is too slow
but the retraction stroke timing is satisfactory. This step provides all of the information necessary
to narrow the problem down in a logical fashion. The following points would be considered in

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the symptom elaboration step. * Be aware that a large number of equipment faults can produce
similar symptoms. During this step, try to differentiate as much as possible between the
characteristics of the symptoms.
• Start the troubleshooting log with as much background information as possible and
document each adjustment and its results.
• Note how readings are affected by all modes of operation and switch lineups.
• Be sure to observe all gages, meters, and other indicators as to how they are responding
due to the problem.
• Always note if an adjustment has no effect on the symptom; this will help eliminate
possible causes later on.
• Determine if the trouble has slowly developed (i.e., drift) or if it is a sudden failure.
• Perform control manipulation with care since detrimental effects can occur to associated
equipment or components within the failed equipment.
There may be a possibility of improper pressures, flows, or voltages exceeding maximum design
specifications.
Do not go for the answer in one step. Troubleshooting should be a series of small logical steps,
each one chosen to show a result leading to discovery of the problem or problems. Remember,
troubleshooting can last two hours or two weeks. Be sure to record all troubleshooting actions
taken in the log accordingly. Do not leave anything to memory.

Step 3: Listing of Probable Faulty Functions

This step is intended to narrow down the possible faulty functions based on the information
obtained in steps one and two. A functional block diagram of the equipment and the
troubleshooting log (steps one and two) are needed for this step. The question asked by this
step is "Would failure of this function cause the symptoms I am seeing" Again, the purpose of
this step is to narrow the possibilities down to a list of probable faulty functions. Key points for
this step include:
• Always use the functional block diagram to ensure all the possible functions are
checked.
• Write down all probable faulty functions, even if it is apparently obvious that some of
them are working correctly. Then, write down why it is thought to be functioning
correctly.
• Be sure to include functions such as detectors, switches, cables, meters, wiring,
connectors, piping, filters, and regulators. Wiring is always a probable cause!
• Do not get locked in on what a technician "knows" the trouble has to be. Past
troubleshooting experience and hunches certainly play a part in figuring out which is the
faulty function. However, do not ignore hard evidence just because one assumes trouble
is known prior to proper troubleshooting steps.
• Always ask: "Would a failure of this function cause these symptoms"

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Step 4: Localizing the Faulty Function
This step requires careful evaluation of each of the probable faulty functions listed in the
previous step. The goal is to determine exactly which area of the system is causing or generating
the problem. This is the first step that requires taking a measurement. The measurement taken
may be a system pressure, operating speed, sequence, time delay, temperature, or any variable
parameter that is related to the equipment operation. The purpose of this step is not to find the
faulty component; it is just to isolate the problem to a circuit or function. More than one of the
previously listed probable faulty functions may be contributing to the overall problem. This step
is not complete until each and every listed possibility is properly checked. The following key
points should be noted:
• Check all pressures, flows, inputs, and outputs associated with the areas of probable faulty
functions.
• If an abnormal reading is obtained, the equipment setup used to obtain the reading and
the reading itself should be rechecked.
• Do not be discouraged if several hours of troubleshooting reveal that a function is good.
Proving a function is operating properly is important to the troubleshooting effort
because it narrows down the possibilities of where the problem is located. The first
function you choose to check out often will not be the faulty one.
• Check the troubleshooting log periodically to ensure that troubleshooting efforts are still
working in the right direction and have not lost sight of the original troubleshooting goal.

Step 5: Localizing the Fault to a Component

This step continues isolating the fault once the faulty function or functions have been
determined. A thorough knowledge of the equipment operation, as well as individual
component characteristics, is required for successful completion of this step. Schematic
diagrams should be used at this point to ensure that no details go unnoticed. When localizing
the trouble to a faulty component, keep in mind the following points:
• Evaluate each component within the faulty function to determine which components
are probable sources of the symptoms noted.
• Careful consideration must be given to how each component could affect overall
function of the system under both normal and failed conditions.
• Removal of components from the system and use of a test stand may be helpful or even
necessary to ascertaining the function of more complex components.

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Step 6: Failure Analysis

This step requires the failed component(s) to be repaired or replaced and, most importantly,
the cause of the failure corrected. The following key points should be noted.
• Knowledge of component failure modes and rates is very important. Always make a
complete check of the associated components of the failed unit.
• A considerable amount of information can be rapidly gained through a careful visual
inspection.
• Avoid replacing a component until the exact cause of the problem is found and repaired.
Keep in mind though; the main purpose of troubleshooting is to get the equipment
operational. Additional troubleshooting failure analysis can be done after the equipment
is running.
• Documentation is imperative at this point, both to aid in troubleshooting the problem
should it return and to point out recurring design deficiencies.

Step 7: Retest Requirements

Now that the equipment is operational, check all the functions that have been affected by the
failure. Although the equipment has been repaired and is now functioning, all operations must
be checked and verified. The information obtained in this step can also aid in troubleshooting
next time by providing some baseline information. One key point to remember is:
Fail Safe: do all checks that will ensure the equipment is operating correctly.

2.5 The Flowchart Method of troubleshooting

Step 1: Talk with the Operator

Operators are with the equipment when the trouble occurs, and they generally know what the
operators and the equipment were doing when it happened. The operator can provide
indications of the problem by describing what happened that was different from normal
operation. Many times, the operator helps point the troubleshooter in the general direction:
Example:
• There was a little puff of smoke right over there.
• I pressed this button and it went clankety-clank.
• I tried to run the program, but it only printed gibberish.
• It wont start no matter what I do.
• The picture is all crinkly.

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Step 2: Verify Symptoms

Immediately after their interview with the operator, competent troubleshooters verify
symptoms. They know that hearing or seeing a symptom is not automatic proof of a malfunction.
Just because equipment does not work properly does not mean something is wrong with it.
Suppose an operator forgot to turn it on or plug it in Suppose a switch or a valve was left in the
wrong position Human error is notorious for being a source of troubles, and competent
troubleshooters know it is inefficient and potentially embarrassing to break out test equipment
and sophisticated analytical procedures before verifying the symptoms.

Step 3: Attempt Quick Fixes

Even before they have located a trouble, competent troubleshooters attempt quick fixes; that is,
they attempt solutions that are fast to try, even though they may be illogical in terms of the
symptoms presented. A workaround solution is found. Just to make sure the user can operate
again. Then troubleshooters can take time to find root cause and apply permanent solution later.

Step 4: Review Troubleshooting Aid

When troubleshooters have talked with the operator, verified symptoms, and tried quick fixes,
but still have not located the fault, additional information must be collected. The troubleshooting
aid is the next most efficient source of information to check out. Why Because such aids offer
some prepackaged information that troubleshooters would have to seek elsewhere if the aid
were absent. Of the several types of troubleshooting aids, some are brief and not too helpful,
while others are highly sophisticated or even automated.
Issue can be escalated in case the company has 2 and/or 3 Level of Support.

Step 5: Step-by-Step Search

When other sources of information fail to reveal the trouble's source, troubleshooters turn to a
step-by-step search through the equipment itself. This is the last resort of competent
troubleshooters, however, as it is the least time-efficient system of information gathering when
compared to other information sources. This is not to say that the step-by-step search is
unimportant; it is only to say that this procedure (oddly referred to as "systematic," "analytical,"
or "logical" troubleshooting) is used by competent people only after all other information
sources fail. Several step-by-step search procedures might be used. A random search could be a
way to test and replace components, and troubles would eventually be cleared.

Step 6: Clear the Trouble

Once a trouble is located, someone is expected to eliminate it. Trouble clearing is often done by
the troubleshooter, but sometimes it is assigned to someone else. The master auto mechanic,
for example, does the diagnosis, but then may assign the actual repair work (trouble clearing) to
someone else. The chief engineer at a radio or TV station may be called in to troubleshoot, and
then turn the trouble-clearing activity over to the on-duty engineer. Trouble clearing is different
from trouble locating, and locating requires a different set of skills than clearing.
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Step 7: Perform Preventive Maintenance
Preventive maintenance is the process of clearing troubles before they happen, a process that
good troubleshooters perform as regularly and carefully as time and policy permit. Performing
PM is more than just a ritual or just another company policy; preventive maintenance saves a
great deal of time and money and reduces equipment downtime. It is appropriate to do PM on
some machines even before starting to hunt for the trouble.

Step 8: Make Final Checks

Competent troubleshooters always check to make sure the trouble is actually cleared and the
system is functioning normally. They know too well how easy it is to cause a new trouble while
clearing an old one. They also know how easy it is to leave something like a setscrew loose, or
something unplugged or out of adjustment. Therefore, a final check of normal operation is a
necessary part of the troubleshooting sequence.

Step 9: Complete Paperwork

Troubleshooters are not immune to the bureaucratic plea to "fill out those forms!" Even though
paperwork is not troubleshooting, it is part of the troubleshooters job. Often, the history of a
machine is recorded in an equipment log. Dates of PMs, information about retrofit, and parts
that have been changed are recorded at the time of service or repair. Referring to and keeping
up a log are two paperwork activities that are part of the maintenance job. Sometimes troubles
can be quickly located by simply reading the history in the log, often because the same trouble
occurs regularly in that equipment. For this reason, the equipment log is a useful source of
information, and good troubleshooters take the time to update these logs as well as to refer to
them.

Step 10: Inform Area Supervision/Instruct Operators

Once the equipment is returned to service, the user is informed of this fact. Often, operators are
instructed in the proper use or care of the equipment or cautioned about peculiarities of the
system. Although this activity is not strictly part of the troubleshooting procedure, it is important
to the continued proper functioning of the equipment.

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Step 11: Figure of Flowchart Model

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3. Practices on Problems Definitions/Resolutions

Please See, Session-08-Practical-Exercises.pdf file in Lea

4. Computer Technician Job

Computer Technician (Technical Support or Helpdesk Agent) position, especially computer
hardware field technician, you should think about working on the development of these skills:
• Interacting with computers. Using a computer or computing system for a computer
hardware field technician means speaking the machine’s language. Be sure you understand how
computers interact with humans and learn to match your thinking to the machine.
• Collecting data and information. Being a computer hardware field technician is not unlike
being a private eye. Much of your job involves diagnosing and repairing a problem; this task has
a lot in common with solving a mystery. A big part of that job involves collecting as much
pertinent information as possible in order to diagnose the problem.
• Problem-solving and decision-making. Problem-solving is vital to being a computer
hardware field technician. Connecting the dots to determine the problem and then deciding the
correct course of action to take in order to solve the problem is a very important part of the job.
• Communication. Communication is a key skill in almost any job. Every day we communicate
with others, whether it’s face to face, on the phone, or via email or instant message. A computer
hardware field technician must be able to communicate effectively with clients and co-workers
to share information and solve the problems that arise in their everyday life.
• Consulting and advising others. A computer hardware field technician often ends up
advising others on a variety of tasks. A good field technician is able to foresee the outcomes and
effects of various IT strategies and advise management as to the best course of action
accordingly.
• Inspecting equipment, structures or material. A computer hardware field technician must
ensure that the equipment is operating properly within its environment. In order to determine
what is not working properly, a technician must have a firm understanding of the equipment and
all its components and how they work together to perform properly. This will help the computer
hardware field technician narrow down the options when troubleshooting.
• Documenting and recording information. There are baseline metrics that computer
hardware field technicians must keep track of in order to properly diagnose a healthy network
or computer system. This information is essential to ensuring the system is running properly. It
is important that technicians monitor the efficiency of computer hardware and make
adjustments if the system is running slowly.

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• Developing objectives and strategies. In order to create a smooth working network, a good
IT technician must maintain a proactive strategy that involves maintenance, frequent virus scans,
and creating safeguards. These activities will help to prevent any major issues or problems.
• Training and teaching others. There are two main tiers of training for a computer hardware
field technician. The first is creating a best-practices environment by offering continual training
that keeps staff members up-to-date on new developments in the IT field. The other is training
users on how to correct or prevent any problems or issues that may arise.
• Repairing and maintaining electronic equipment. A computer hardware field technician’s
main job is in the maintenance and repair of electronic equipment. Computer systems, including
desktop PCs, laptops, and mobile devices are all complex pieces of machinery, and the computer
hardware field technician must know how to correct issues with them, repair them when they
break down and perform maintenance on them to prevent them from breaking down.

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5. References
• https://en.wikipedia.org/wiki/Troubleshooting
• https://www.myodesie.com/wiki/index/returnEntry/id/2956#General%20Trouble
shooting%20Guidelines
• https://www.guru99.com
• https://www.tomshardware.com
• https://www.spiceworks.com/it-articles/troubleshooting-steps/
• https://www.helpscout.com/helpu/art-of-troubleshooting-support/
• https://edu.gcfglobal.org/en/computerbasics/basic-troubleshooting-
techniques/1/

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