Troubleshooting flow, How to guide and Processes
When Windows 98 hit the market and jumped between 98 and 98SE and all the hardware that didn't work was enough to make troubleshooting a nightmare for most I setup a simple click and follow flow for several technicians I worked with.
It made your troubleshooting time drop and it wasn't a magical method to fix things, sorry, you still needed to know technical things I just pointed you down the path we have found in the past.
With more than 15 years of really not documenting any troubleshooting path like I used to do I'll be setting up an online application (first code based) that should allow us to start creating a logical troubleshooting process for both technical and none technical users.
The key is to get things rolling so your time is shortened.
I don't know about all technicians but I have always worked on the 15 minute rule.
If you do not know the solution within 15 minutes you need to ask for guideance.
You might be thinking that rule will never work in your case and you might not even think about asking another technician for advice or help. If that's the case, feel free to return to whatever search engine you used to find this page. I typically only work with good technicians that are willing to mentor other technicians.
It's the oldest line in the Internet Book, If you're at my Technical Support site you're here because you have a technical problem and you're looking for help.
The difference is, you might be one that searches for days to find a fix while the fix most likely was found by a technician and then offered to the person that posted the fix.
In my case and this website all issues are real and the troubleshooting was done first by the technician and then if needed researched online. The fixes allways will reference content that was used in troubleshooting.
Ok, now, with that said troubleshooting does take time. New issues of hardware or software do come up and have a very special process to follow. You can call the manufacturer of the software and get the old "Remove and Install" technical support or you can start following a flow that might answer questions to future computer issues.
If you are a technician and are willing to share your technical flow, troubleshooting steps and patterns of repairing computers right the first time feel free to send me a note.
I'll be setting up the troubleshooting flows on my computer site Sea Blue Computers.
The Flow design will show who's process we are following and when we get down to the heavy duty troubleshooting my name and number will be listed to call for assistance as well as yours for your input.
Call it marketing as a technician. Many people will read what you offered and if it works they might tip you or remember you. It's better than the system you have in place now that requires a customer to trust your troubleshooting skills. Ha! Trust, ok, let me show you my steps that most likely will help you today and when you have the really hard issue pop up I hope you remember me and remember I do make a living from offering technical support and doing technical repairs.