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What should be established first when troubleshooting an unfamiliar problem?

  1. A A precise problem statement: what happens, when it started, and who is affected
  2. B Which tool to use
  3. C Who is to blame
  4. D The budget available
Answer

A precise problem statement: what happens, when it started, and who is affected

Narrowing scope by asking whether it affects one user or many, one machine or all, eliminates whole categories of cause.

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