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Troubleshooting Remotely

Sometimes you can’t be at the workstation you’re troubleshooting. Or you may be getting phone assistance yourself from an Apple Professional Video Support technician. In these situations, there are several tools you can use to smooth the process of long distance troubleshooting.

The first is to document your troubleshooting carefully. If you are helping another user with his or her machine, keep your questioning to objective and tangible observation. Help the user on the other end reduce the elements in his or her workstation logically until you get to the root of the problem. Use the System Profile to get an exact portrait of the hardware and software on the machine in question.


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