11.1 Troubleshooting Basics
11.1.2 Identify the problem (Step 1)
The first step of the troubleshooting process is identifying or stating the problem. This step should provide a clear problem statement that defines the problem as a set of symptoms and associated causes. This is done by identifying the general symptoms and then determining the possible type of causes that could result in these symptoms.

The outcome of this step should be a written set of ideas and possibilities. These will be used as a guide through the remaining steps of the troubleshooting process. Do not eliminate or overlook anything in this step. List all possibilities. The later steps will be used to prove or disprove these.

Write down all the possible problems that could result in the symptoms that are being observed. Then the information and ideas associated with each of these should be written underneath that particular problem.

This information should include the following:

  • Questions to ask the end user that will prove or disprove that cause.
  • Relevant information that needs to be gathered to distinguish this cause from another.
  • The baseline information to compare against to determine if this is the cause.
  • What troubleshooting aids (diagrams, test equipment, and so on) are needed to test for this problem.
  • A statement indicating the likelihood that this is the cause.

There are many different ways to organize the information. Technicians develop individual methods to document before continuing on to step two.