A user calls the help desk and states that he was working on a spreadsheet and was unable to print it. However, his colleagues are able to print their documents to
the same shared printer. Which of the following should be the FIRST question the helpdesk asks?
Does the printer have toner?
Are there any errors on the printer display?
Is the user able to access any network resources?
Is the printer powered up?
The user has already provided you with the information relevant to the first step in the 7-step troubleshooting process. The next step is to “Question the obvious.”
The user has stated: “…his colleagues are able to print their documents to the same shared printer.” The obvious question in this instance is whether the user can
access any network resources.
1. Identify the problem.
Determine if anything has changed.
2. Establish a theory of probable cause.
Question the obvious.
3. Test the theory to determine cause:
When the theory is confirmed, determine the next steps to resolve the problem.
If theory is not confirmed, re-establish a new theory or escalate.
4. Establish a plan of action to resolve the problem and identify potential effects.
5. Implement the solution or escalate as necessary.
6. Verify full system functionality and if applicable implement preventive measures.
7. Document findings, actions, and outcomes.