How to troubleshoot

Troubleshooting is something that can be learnt by anything it is just the ability to make the correct choices based on information you see.

Below explains some of the things to look for.

1. Make sure you gather all the details (who is the user, where are they, how do you contact them if you get cut off etc, what is the problem, how can you re-produce it)

2. Start with simple things (is it the user doing something wrong or misunderstanding how to do something correctly?). 

3. Can you reproduce the issue?  Does the problem follow the user if they try on a different PC, does it effect a different user on the same PC?

4. Always things mulitple steps ahead so if this works i will do "X" if this fails i will try "Y" and if that fails i will try "Z".

5. Whilst you work always speak with them find out as much as possible including when it happened, has it ever worked, what changed?  You might find something they say will give you a clue.

Take ownership and always think i have to resolve this on my own if you know you have others to assist you..  You will always take the easy option of asking them and not try all avenues before passing it on.  

Feel free to test and play.