Discover the problem
- Record error messages
- Review logs
- Record information about the system state
- Record information about the system configuration
- Look for related activities within an application or on the network
- Look for patterns based on the time that the problem occurs if the problem is recurring
- Under what conditions does the problem occur?
- What happened just before the problem occurred?
- Which aspects of the operating system control these conditions
- What applications or subsystems does the problem seem related to?
- Identify hardware or software that has recently changed on the system.
- Identify the relationship between network activities and scheduled tasks that seem to coincide with the occurrence of the problem
- Determine whether the problem is related to security configuration
- Compare the system state and configuration with reference system
- Generate performace data by using the performance console or benchmark programs.
- Any new install hardware/Firmware/ Software
- Does this application or hardware work correctly on another computer/ in the past? if so what is the different on that computer?
- What actions were tried for this or similar problem in the past?
- Is this a known issue for which a solution or workaround exists? What were the results?
- Document your changes. If the changes do not resolve the problem, revert the charge before trying another approach.
- Shutdown unused applications or services.
- Temporarily disable or remove unneeded hardware
- Use recovery options such as Safe mode, Last Known Good Configuration start up option and rolling back drivers.
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