Gather Service Information

The first step in determining the cause of a problem with the server is to gather information for the service call paperwork or the onsite personnel.

Follow these general guidelines when you begin troubleshooting.

1. Collect information about the following items:

   • Events that occurred prior to the failure

   • Whether any hardware or software was modified or installed

   • Whether the server was recently installed or moved

   • How long the server exhibited symptoms

   • The duration or frequency of the problem

2. Document the server settings before you make any changes.

   If possible, make one change at a time in order to isolate potential problems. In this way, you can maintain a controlled environment and reduce the scope of troubleshooting.

3. Note the results of any change that you make. Include any errors or informational messages.
4. Check for potential device conflicts before you add a new device.
5. Check for version dependencies, especially with third-party software.

See Also

• Service Troubleshooting Task List

• Troubleshooting and Diagnostic Information