CompTIA® Server+ : Troubleshooting
Identify the problem and determine the scope
Question users/stakeholders and identify changes
to the server / environment : This requires you to ask
questions to the person who was using the server at
the time problem occurred. These questions include what
happened , if it is a frequent problem, if any specific
error message was displayed.
Collect additional documentation / logs : Event logs
should be checked for any error messages.
If possible, replicate the problem as appropriate
: Try to replicate the problem yourself or with the
help of the person who reported the problem.
If possible, perform backups before making changes
: A backup should be taken before you start making changes
to system to ensure if anything goes wrong there will
be no data loss and possibilty of restoration.
Establish a theory of probable cause (question
Test the theory to determine cause