Troubleshooting Guide – In the Eyes of IT

When dealing with large scale data systems, answers for common issues may often seem vague. Despite common stigmas surrounding big data and technology, using effective troubleshooting techniques will often provide a simplified and more strategic solution. The first steps to overcoming these obstacles are to understand the problem, try to isolate the issue, and determine repeatable steps that produce the unexpected result. Next you will want to make one change at a time, setting apart that variable. Once that variable is isolated, analyze the root cause to learn how to prevent the issue in the future.

Work Systematically

Isolating your issue can be something as easy as detecting a faulty button or something as complex as integral keyword error detection. It all comes down to defining the issue and identifying what is causing it. This can be done by eliminating variables.

Some questions to ask when isolating the issue into repeatable steps are:

  • Is every user having the issue?
    • What do the users who are having the issue have in common?
      • location, department, …
    • Does it appear to be database or file system related?
    • Is it happening at a certain time of day or interval?
      • Keep a log.
    • Are the issues with a specific Item or type of item?
    • Were there any recent changes to the system?
    • Have you searched for a solution to your error?
      • Hyland Community
      • Google

By asking questions like this, one becomes capable of isolating and understanding the pain point causing difficulty to then offer possible solutions.

Learn as You Go

When implementing your solution, make sure to address one change at a time. This becomes crucial when resolving complicated issues. Pulling too many levers at once can result in making unnecessary changes, or worse, compounding the preexisting problem. Furthermore, make sure to document the changes as you make them. This will allow you to backout modifications should you need to reverse any alterations. Breaking the problem down and making documented incremental changes will help keep your system stable.

Finally, once the system is back in working order, make sure to spend time learning and understanding the root cause of the problem. Many times, you will find that issues could have been prevented or resolved more efficiently if time had been taken to analyze and document them. Having a knowledge base that can be searched or putting controls in place to prevent future issues will help your administrators maintain a healthy system. By following these simple steps of isolating the issue, making incremental, calculated changes, and understanding the root cause will not only help you resolve issues quicker, but it will aid in future prevention.

A High Functioning Next Phase ~Solution~

Here at Next Phase our company values play a large role in the longevity and functionality of systems we implement. Not only is every customer a partner, but we work hard to learn your needs and determine where improvement is warranted. We are a woman owned small business with a team of dedicated and highly seasoned professionals. Each team member is determined to get your system up and running with applications and enhancement in every aspect. Because we work so closely with the teams of customers, troubleshooting becomes vastly simplified. The quality of work that we offer here at Next Phase differentiates us from competitors. Learn how we empower people and entities to achieve their potential by challenging the conventional with an email to or give us a call to receive a complementary needs assessment.


Written by Tim Schlein, edits by Nora Godiksen

Image by Hebi B. from Pixabay