1.2.2.1. 💡 First Principle: Identify the Problem

💡 First Principle: A precise understanding of the problem, gathered through careful questioning and observation, is the essential first step to forming an accurate diagnosis.

Scenario: A user submits a ticket that says, "My computer is broken." Instead of immediately opening the case, you engage the user with clarifying questions: "Can you describe what 'broken' means? What were you doing when it happened? Are there any specific error messages on the screen? Has anything changed since it was last working correctly?"

The first step is to gather as much information as possible to clearly define the problem. A vague problem statement leads to a vague and inefficient troubleshooting process.

Key Actions:

• Question the User: Use open-ended ("What happens when...") and closed-ended ("Does it make any noise?") questions.
• Identify Changes: Ask about recent software installations, hardware changes, or updates. This is often the cause.
• Review Logs: Check system logs (Windows Event Viewer) and application logs for error messages or warnings.
• Duplicate the Problem: If possible, try to replicate the issue yourself to observe it firsthand.
• Gather Evidence: Note any error codes, POST beep codes, or physical signs (e.g., burning smell, swollen capacitors).

⚠️ Common Pitfall: Accepting the user's initial, often vague, problem description at face value. "The internet is down" could mean anything from a disconnected cable to a DNS server issue.

Key Trade-Offs:

• Time Spent Gathering Info vs. Starting the Fix: Spending a few extra minutes upfront to clearly identify the problem can save hours of guesswork later.

Reflection Question: Why is asking "What has changed?" one of the most powerful questions you can ask at the beginning of any troubleshooting process?