Chapter 1 Troubleshooting

There are important 6steps, it's pretty common sense but good to remember as reference.

Step 1 Identify the problem
You might want to reproduce the problem at this point, but always do back up any critical data before making any changes from current situation, so you can always go back if something was happened on the process.
I think it's important to gather the information as much as possible from FRD, internal knowledge DB, vendor's official tech community site.

Step 2 Establish a theory of probable cause

Step 3 Test the theory to determine the cause

You can always go back to step2, if you couldn't get expected result from your theory.

Step 4 Establish the plan of action to resolve the problem and implement the solution

Step 5 Verify full system functionality and if applicable , implement preventative measures too

Preventative measures shouldn't affect any other system or system policies. If there is possibilities that is happened, get the permission first.

Step 6 Document findings, actions, and outcomes

Document should be included,

1. The issue summary (support team)
2. Step to reproduce the issue (support team)
3. Cause of the problem (should be added by dev team)
4. Solution (also added by dev team, when it's fixed)
5. Preventative measures (support team&dev)

Other tidbits

Important 4 components : Video , RAM , Processor , Motherboard.
In real life, large percentage of the issues you are going to face are due to user error...