1. Problem definition - Define the problem as precisely as possible. What, specifically, is happening when the problem occurs and what is the problem. Is it a problem with the computer system or software? Is it Internet related?

2. Gather information - Flesh out the details of the problem and system/software involved. When did the problem occur? Did anything change? What error messages are you receiving, if any? What software and operating system is involved? Were you doing anything when the problem occurred? Is the problem reproducible? Does it happen intermittently or all the time?

3. Narrow it down - Try to remove some variables in the equation by the process of "dividing and conquering", a technique often used in electronics to resolve problems. This means breaking things down into bite-size pieces until the piece is small enough that the fix can more easily be found.

Here's an example... Problem Definition Getting disconnected. Gather information and narrow it down Operating System: Windows XP Browser and Email Software being used: Outlook Express and Internet Explorer version 6 When problem occurs: When opening Outlook Express and sending or receiving email. If Outlook Express is not launched, the connection remains. Does problem appear when browsing?: No, you can browse the web without being disconnected. Are there any error messages?: No Has anything changed?: No programs were installed and connection, otherwise, seems stable. Can problem be reproduced?: Yes. Disconnecting is not intermittent and occurs only when Outlook Express is opened. Locating and resolving problem The problem certainly seems to be caused by something in OUTLOOK EXPRESS. Is there a setting that might be the cause? Check out the settings by going to Tools > Options and, on the "Connection" tab. You see that there is a check in "Hang up after sending and receiving". This looks suspicious so you remove the check. After removing the check, you reconnect and open Outlook Express to see if the problem is resolved. It is. The problem has been fixed. Explain problem and eliminate future occurrences The example illustrates a problem that seems to occur fairly frequently even though you never went into the Tools > Options > Connection tab and placed a check in that option. Why, then, did the problem occur? Can it be prevented from happening in the future? The option was most likely checked because that option is displayed in a small window when the program is downloading many messages from the server. It can therefore be check inadvertently or may have appeared to be 'economical'. In fact, Microsoft placed the option in the message downloading window so that those with a limited dial-up account (pay per hour) could elect to disconnect immediately after sending or receiving email to keep their online time to a minimum. To eliminate this from happening in the future, do not check that option if it appears when checking email.

The fix in this example is very simple and takes a minute to resolve once the problem has been identified. Other problems can obviously be far more complicated but by applying the basic troubleshooting steps above in a systematic approach, problems can generally be resolved.

There is a world of information available on the web that can assist with troubleshooting ALL types of problems. If we do not have the problem and corresponding fix on our site, try our "Support Links" page. If still no joy, try searching the web using Google or another search engine.

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