Discovery Questions:
Can you describe what you were doing on the computer when the problem occurred? This question helps in understanding the user's actions that may have led to the issue, providing context for troubleshooting.
Have you noticed any error messages? If so, what did they say? Error messages can offer significant clues about what's wrong and how to fix it.
Is the problem happening with one specific application or with multiple applications? This helps in identifying whether the issue is isolated to one piece of software or is more systemic.
Have you made any recent changes to your system? (e.g., installed new software, updates, or hardware) Sometimes, problems start after a new software installation or a system update.
How long have you been experiencing this problem? Understanding the duration of the problem can indicate its severity and persistence.
Does restarting your computer affect the problem in any way? Restarting can solve many issues temporarily; knowing the effect can guide further action.
Have you tried any solutions on your own? If so, what were they and what was the outcome? This question avoids repeating steps the client has already taken and respects their efforts.
Is the issue preventing you from completing specific tasks or using certain features? Identifying the impact of the problem on the user's activities can help prioritize troubleshooting efforts.
How critical is this issue to your daily activities or work? This helps in prioritizing the problem's resolution based on its impact on the client.
Do you have any security software installed, and is it up to date? For problems that might be related to malware or viruses, knowing about security software is essential.
Have you noticed any unusual behavior with your computer or internet connection besides this issue? Additional symptoms can provide clues to the root cause.
Could you provide a list of devices connected to your computer when the issue occurs? This can help identify if external devices are contributing to the problem.
When was the last time your computer worked without issues? Identifying a point in time when everything was working fine might help pinpoint what changed.
Are you experiencing this problem on other devices as well, or just this one? This can help determine if the issue is with the device or a broader network or account issue.
Can you access the same services or applications from another device without any issues? This question is particularly useful for distinguishing between device-specific problems and service-related issues.