1. Try to define the problem, if it's not known already, with the symptoms it is creating.

If you know the actual cause of the problem, jump to step 5.

What is "smoke" and what is "fire"?

For example, no power, no dial tone, a system hang, etc. are typically symptoms of a problem.

A bad generator transfer switch, a cut cable, and a bad memory board are typically actual causes of the problems.

2. Has this problem EVER happened before?

If so, what was it's cause? Who worked to resolve it? Where would their records of that incident be kept?

Can you recall this, or a very similar problem, ever happening before?

Even if steps were previously taken to prevent it from ever happening again, there may be a common cause. What were those steps? Is anyone around who would be familiar with that previous issue? Even if they do not work at that location any longer, where could you reach that person?

3. What work or activity immediately preceded the problem?

What else might have changed?

Even if it is doesn't seem related or make sense to you now, changes of any sort to complicated systems can cause unusual effects.

Loading software changes, adding new equipment, changing external connections, re-booting, unannounced work during maintenance windows, etc. are all examples of recent changes that may seem harmless or routine but that can have unintended results.

If any of your network or system is outside, things like the time of day, weather, temperature or humidity, etc. could affect it. The inside temperature or humidity in controlled environments could also be checked. Other pattern changes to traffic volume, type of data, number of users, etc. should be checked. Finally, inadvertent physical blows or even light contact, such as that causing static dissipation, loud noises caused by lightning or alarms, very bright lights like camera flashes, power surges, etc. might help give you examples of how things can change in an important way.

4. Can you operate the system or otherwise circumvent your problem with backup, redundant or a standby process already put into place for that purpose?

Is there anyone locally who can help you, even if they are not specialists with your system?

It's possible to forget that equipment or parts might have already been set aside for just such an emergency. If you're not sure, is there a local support or overseer that can help you restore service, even if just temporarily or in a non-standard way? Even though electronic systems vary widely, you may be able to obtain help from someone locally who may not normally specialize in your equipment -- sometimes, this can even be a benefit to troubleshooting.

5. What parts, tools, documentation, secondary supplies or other assets will you need to solve the problem?

Think not only about the actual bad part or board, but everything that is needed to repair it. This is especially important if travel is necessary. The below list shows many more items than always necessary, but might help remind you what may be needed for any given repair:

Parts may include boards for PCB-level repair, electronic components for component-level repair, regular/oversize/special screws, bolts or nuts (stainless preferable), data, RF or other connectors, adapters, bulbs and lamps, cable, electrical and sealing or mounting tape, heat-shrink tubing, nylon ties, filters, super glue, etc.

Tools could include an international power adapter set, meters/oscilloscopes with required leads, test leads and clips, a sputter probe, IC inserter/remover, PROM programmer, daisy-chain, crimpers for needed connectors, rotary tools for cutting or drilling or tap/die boring, drill bit set, exact-o-knife, battery-powered work lights and soldering iron, solder and flux, wire-wrapper with range of bit sizes, multi-tip screw drivers including large and small, security or non-standard/screw-holding heads, large or miniature wrenches, various line/adjustable pliers and side-cutters, tweezers, saws or bolt-cutters to break locks, aerosol cleaners/compressed air/butane/cold spray, heat gun, permanent marker and labels, digital camera and required card-reader/data transfer cables/batteries/charger, gasoline/diesel/natgas generator, vacuum, level, tape measure, magnifier, anti-static strap, etc.

Documentation may require schematic diagrams not only for the circuit that has stopped working, but also for interfacing or physically-adjacent circuits.

Secondary supplies may initially sound a little strange or simple, but they can be particularly important when working in an unusual or far-away location. They might include a lap-desk or folding-flat surface, clean water, eye protection, paper towels, garbage bags, anti-bacterial wipes, hand cleaner, hand lotion, leather work gloves, kneeling pad, mouse pad, USB flash drive, blank CDR/DVD, pen and paper, batteries, international calling card...and aspirin or heartburn medicine!

6. Report, and if needed, escalate the problem.

At least two things can result from this...when you must explain the problem to someone, it is not uncommon to suddenly realize what must be wrong.

The other reason is resources that might not normally be available to you are quickly approved.

7. Take a short break and clear your mind. Humans often become agitated or distressed when troubleshooting.

You may not have time to read our Logic Primer now, but an important aspect to troubleshooting is to maintain your composure, think clearly, and try again.

We do not want to contravene any client's internal policy, but in our experience we have found that a short change of pace or interruption from the task at hand often allows you to come back just a few minutes later with a completely different perspective. If you have tried everything else, you may wish to break your routine for a period of time.