Troubleshooting is a form of

problem solving Problem solving is the process of achieving a goal by overcoming obstacles, a frequent part of most activities. Problems in need of solutions range from simple personal tasks (e.g. how to turn on an appliance) to complex issues in business an ...

, often applied to repair failed products or processes on a machine or a system. It is a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again. Troubleshooting is needed to identify the symptoms. Determining the most likely cause is a process of elimination—eliminating potential causes of a problem. Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state. In general, troubleshooting is the identification or diagnosis of "trouble" in the management flow of a system caused by a failure of some kind. The problem is initially described as symptoms of malfunction, and troubleshooting is the process of determining and remedying the causes of these symptoms. A system can be described in terms of its expected, desired or intended behavior (usually, for artificial systems, its purpose). Events or inputs to the system are expected to generate specific results or outputs. (For example, selecting the "print" option from various computer applications is intended to result in a hardcopy emerging from some specific device). Any unexpected or undesirable behavior is a symptom. Troubleshooting is the process of isolating the specific cause or causes of the symptom. Frequently the symptom is a failure of the product or process to produce any results. (Nothing was printed, for example). Corrective action can then be taken to prevent further failures of a similar kind. The methods of forensic engineering are useful in tracing problems in products or processes, and a wide range of analytical techniques are available to determine the cause or causes of specific failures. Corrective action can then be taken to prevent further failure of a similar kind. Preventive action is possible using failure mode and effects (FMEA) and fault tree analysis (FTA) before full-scale production, and these methods can also be used for failure analysis.

Aspects

Usually troubleshooting is applied to something that has suddenly stopped working, since its previously working state forms the expectations about its continued behavior. So the initial focus is often on recent changes to the system or to the environment in which it exists. (For example, a printer that "was working when it was plugged in over there"). However, there is a well known principle that correlation does not imply

causality Causality (also referred to as causation, or cause and effect) is influence by which one event, process, state, or object (''a'' ''cause'') contributes to the production of another event, process, state, or object (an ''effect'') where the ca ...

. (For example, the failure of a device shortly after it has been plugged into a different outlet doesn't necessarily mean that the events were related. The failure could have been a matter of

coincidence A coincidence is a remarkable concurrence of events or circumstances that have no apparent causal connection with one another. The perception of remarkable coincidences may lead to supernatural, occult, or paranormal claims, or it may lead t ...

.) Therefore, troubleshooting demands

critical thinking Critical thinking is the analysis of available facts, evidence, observations, and arguments to form a judgement. The subject is complex; several different definitions exist, which generally include the rational, skeptical, and unbiased analys ...

rather than magical thinking. It is useful to consider the common experiences we have with light bulbs. Light bulbs "burn out" more or less at random; eventually the repeated heating and cooling of its

filament The word filament, which is descended from Latin ''filum'' meaning " thread", is used in English for a variety of thread-like structures, including: Astronomy * Galaxy filament, the largest known cosmic structures in the universe * Solar filament ...

, and fluctuations in the power supplied to it cause the filament to crack or vaporize. The same principle applies to most other electronic devices and similar principles apply to mechanical devices. Some failures are part of the normal wear-and-tear of components in a system. The first basic principle in troubleshooting is to be able to reproduce the problem, at wish. Second basic principle in troubleshooting is to reduce the "system" to its simplest form that still show the problem. Third basic principle in troubleshooting is to "know what you are looking for. In other words, to fully understand the way the system is supposed to work, so you can "spot" the error when it happens. A troubleshooter could check each component in a system one by one, substituting known good components for each potentially suspect one. However, this process of "serial substitution" can be considered degenerate when components are substituted without regard to a hypothesis concerning how their failure could result in the symptoms being diagnosed. Simple and intermediate systems are characterized by lists or trees of dependencies among their components or subsystems. More complex systems contain cyclical dependencies or interactions ( feedback loops). Such systems are less amenable to "bisection" troubleshooting techniques. It also helps to start from a known good state, the best example being a computer reboot. A cognitive walkthrough is also a good thing to try. Comprehensive documentation produced by proficient technical writers is very helpful, especially if it provides a

theory of operation A theory of operation is a description of how a device or system should work. It is often included in documentation, especially maintenance/service documentation, or a user manual. It aids troubleshooting by providing the troubleshooter with ...

for the subject device or system. A common cause of problems is bad design, for example bad human factors design, where a device could be inserted backward or upside down due to the lack of an appropriate forcing function (

behavior-shaping constraint A behavior-shaping constraint, also sometimes referred to as a forcing function or poka-yoke, is a technique used in error-tolerant design to prevent the user from making common errors or mistakes. One example is the reverse lockout on the tran ...

), or a lack of

error-tolerant An error-tolerant design (also: human-error-tolerant design) is one that does not unduly penalize user or human errors. It is the human equivalent of fault tolerant design that allows equipment to continue functioning in the presence of hardware f ...

design. This is especially bad if accompanied by habituation, where the user just doesn't notice the incorrect usage, for instance if two parts have different functions but share a common case so that it is not apparent on a casual inspection which part is being used. Troubleshooting can also take the form of a systematic

checklist A checklist is a type of job aid used in repetitive tasks to reduce failure by compensating for potential limits of human memory and attention. It helps to ensure consistency and completeness in carrying out a task. A basic example is the " to d ...

, troubleshooting procedure,

flowchart A flowchart is a type of diagram that represents a workflow or process. A flowchart can also be defined as a diagrammatic representation of an algorithm, a step-by-step approach to solving a task. The flowchart shows the steps as boxes of va ...

or table that is made before a problem occurs. Developing troubleshooting procedures in advance allows sufficient thought about the steps to take in troubleshooting and organizing the troubleshooting into the most efficient troubleshooting process. Troubleshooting tables can be computerized to make them more efficient for users. Some computerized troubleshooting services (such as Primefax, later renamed MaxServ), immediately show the top 10 solutions with the highest probability of fixing the underlying problem. The technician can either answer additional questions to advance through the troubleshooting procedure, each step narrowing the list of solutions, or immediately implement the solution he feels will fix the problem. These services give a rebate if the technician takes an additional step after the problem is solved: report back the solution that actually fixed the problem. The computer uses these reports to update its estimates of which solutions have the highest probability of fixing that particular set of symptoms.

Half-splitting

Efficient methodical troubleshooting starts on with a clear understanding of the expected behavior of the system and the symptoms being observed. From there the troubleshooter forms hypotheses on potential causes, and devises (or perhaps references a standardized checklist of) tests to eliminate these prospective causes. This approach is often called " divide and conquer". Two common strategies used by troubleshooters are to check for frequently encountered or easily tested conditions first (for example, checking to ensure that a printer's light is on and that its cable is firmly seated at both ends). This is often referred to as "milking the front panel." Then, "bisect" the system (for example in a network printing system, checking to see if the job reached the server to determine whether a problem exists in the subsystems "towards" the user's end or "towards" the device). This latter technique can be particularly efficient in systems with long chains of serialized dependencies or interactions among its components. It is simply the application of a

binary search In computer science, binary search, also known as half-interval search, logarithmic search, or binary chop, is a search algorithm that finds the position of a target value within a sorted array. Binary search compares the target value to the ...

across the range of dependencies and is often referred to as "half-splitting". It is similar to the game of " twenty questions": Anyone can isolate one option out of a million by dividing the set of alternatives in half 20 times (because 2^10 = 1024 and 2^20 = 1,048,576).

Reproducing symptoms

One of the core principles of troubleshooting is that reproducible problems can be reliably isolated and resolved. Often considerable effort and emphasis in troubleshooting is placed on reproducibility ... on finding a procedure to reliably induce the symptom to occur.

Intermittent symptoms

Some of the most difficult troubleshooting issues relate to symptoms which occur intermittently. In electronics this often is the result of components that are thermally sensitive (since resistance of a circuit varies with the temperature of the conductors in it). Compressed air can be used to cool specific spots on a circuit board and a heat gun can be used to raise the temperatures; thus troubleshooting of electronics systems frequently entails applying these tools in order to reproduce a problem. In computer programming

race condition A race condition or race hazard is the condition of an electronics, software, or other system where the system's substantive behavior is dependent on the sequence or timing of other uncontrollable events. It becomes a bug when one or more of ...

s often lead to intermittent symptoms which are extremely difficult to reproduce; various techniques can be used to force the particular function or module to be called more rapidly than it would be in normal operation (analogous to "heating up" a component in a hardware circuit) while other techniques can be used to introduce greater delays in, or force synchronization among, other modules or interacting processes. Intermittent issues can be thus defined: In particular he asserts that there is a distinction between the frequency of occurrence and a "known procedure to consistently reproduce" an issue. For example, knowing that an intermittent problem occurs " within" an hour of a particular stimulus or event ... but that sometimes it happens in five minutes and other times it takes almost an hour ... does not constitute a "known procedure" even if the stimulus does increase the frequency of observable exhibitions of the symptom. Nevertheless, sometimes troubleshooters must resort to statistical methods ... and can only find procedures to increase the symptom's occurrence to a point at which serial substitution or some other technique is feasible. In such cases, even when the symptom seems to disappear for significantly longer periods, there is a low confidence that the root cause has been found and that the problem is truly solved. Also, tests may be run to stress certain components to determine if those components have failed.

Multiple problems

Isolating single component failures that cause reproducible symptoms is relatively straightforward. However, many problems only occur as a result of multiple failures or errors. This is particularly true of

fault tolerant Fault tolerance is the property that enables a system to continue operating properly in the event of the failure of one or more faults within some of its components. If its operating quality decreases at all, the decrease is proportional to the ...

systems, or those with built-in redundancy. Features that add redundancy, fault detection and failover to a system may also be subject to failure, and enough different component failures in any system will "take it down." Even in simple systems, the troubleshooter must always consider the possibility that there is more than one fault. (Replacing each component, using serial substitution, and then swapping each new component back out for the old one when the symptom is found to persist, can fail to resolve such cases. More importantly, the replacement of any component with a defective one can actually increase the number of problems rather than eliminating them). Note that, while we talk about "replacing components" the resolution of many problems involves adjustments or tuning rather than "replacement." For example, intermittent breaks in conductors --- or "dirty or loose contacts" might simply need to be cleaned and/or tightened. All discussion of "replacement" should be taken to mean "replacement or adjustment or other modification."

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