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Lesson 14. Troubleshooting > Gathering Information

Gathering Information

Your most powerful tool in troubleshooting is your ability to ask smart, probing questions. Good probing questions can center around the description of the equipment being used and the steps to reproduce the issue.

The first thing you should find out is: What exactly is the problem? Getting a clear picture of what is not working is crucial if you want to find the solution. Try to get as complete and specific a picture as possible about what problems are occurring, when they occur, and what error messages are displayed. Search the Knowledge Base if you think this might be a common problem.


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