The very first step in troubleshooting a problem is to define the problem by asking open ended questions, like: What is happening? When did it start happening? How often does it happen? What is the normal, expected behavior? What have you tried so far? Gather as much information as possible about the issue so you can, based on the facts, isolate the probable causes.

The very first step in troubleshooting a problem is to define the problem by asking open ended questions, like: What is happening? When did it start happening? How often does it happen? What is the normal, expected behavior? What have you tried so far? Gather as much information as possible about the issue so you can, based on the facts, isolate the probable causes.