Checklist
Before you troubleshoot
A two-question reflection that slows a new technician down at the point where rushing costs the most.
12 checks·Updated 15 Aug 2026
Run this the moment you feel the urge to start fixing something.
Stop and ask yourself
What information do I actually have?
Facts you have verified — not what you have assumed from context.
What information am I missing?
If the answer includes the username, the account, or what they were trying to do, you are not ready to troubleshoot yet.
The questions that most often turn out to matter
Who am I speaking to, and have I verified it?
What username are they using?
Which account are they trying to reach?
What device, and is it Adelphi-owned?
What does the error say, word for word?
What have they already tried?
When did it start, and has it happened before?
Is anyone else affected?
Is a class or meeting about to start?
Is there a previous ticket?