How to Gather Service Visit Information

The first step in determining the cause of the problem with the server is to gather whatever information you can from the service-call paperwork or the on-site personnel. Use the following general guideline steps 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, to isolate potential problems. In this way, you can maintain a controlled environment and reduce the scope of troubleshooting.

3. Take note of the results of any change 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.