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4-2 Problem Solving
Troubleshooting a Problem
When a problem persists, document the error messages and gather information to
define the problem. The following problem-solving procedures are recommended:
Accurately define the problem. When, where, and how does the problem occur?
Reproduce the problem. Can the problem be reproduced consistently or is it an
intermittent problem?
Ask other users if they have encountered the problem, and keep a log to track
problem occurrences.
Examine the data for trends and the common attributes that may be related to the
problem. For example, does the problem occur only with a specific printer or on
a specific workstation/network configuration?
Review the product documentation, including the README files and problem
solving topics, to see if any similar problems are documented.
If a cause and solution to the problem cannot be identified, call the Xerox Welcome
Center to report the error information. Provide the support representative with the
documentation that you have gathered to define the problem.