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Would you like to inspect the original subtitles? These are the user uploaded subtitles that are being translated: 1 00:00:00,000 --> 00:00:03,570 Now that we have the ask-questions approach 2 00:00:03,570 --> 00:00:04,590 nailed down let's 3 00:00:04,590 --> 00:00:07,170 cover another effective troubleshooting method 4 00:00:07,170 --> 00:00:08,895 , isolating the problem. 5 00:00:08,895 --> 00:00:10,620 The goal of this method is to 6 00:00:10,620 --> 00:00:12,915 shrink the scope of the potential issue. 7 00:00:12,915 --> 00:00:14,550 Let's start with a simple game. 8 00:00:14,550 --> 00:00:17,835 I have a number I'm thinking of that's less than 100. 9 00:00:17,835 --> 00:00:19,380 Can you figure out what it is? 10 00:00:19,380 --> 00:00:21,570 You have five questions you can ask me. 11 00:00:21,570 --> 00:00:22,980 As you might have guessed, 12 00:00:22,980 --> 00:00:25,365 just guessing a number isn't the way to go. 13 00:00:25,365 --> 00:00:28,125 Is it 5? No. Is it 7? 14 00:00:28,125 --> 00:00:32,565 No. Your odds of figuring it out this way are super low. 15 00:00:32,565 --> 00:00:34,320 Instead, you should be shrinking 16 00:00:34,320 --> 00:00:36,400 the scope of where the number could be. 17 00:00:36,400 --> 00:00:39,195 You could ask, is it greater than 50? 18 00:00:39,195 --> 00:00:42,945 No. We know the number is 50 or less. 19 00:00:42,945 --> 00:00:45,200 We've just isolated our problem and cut 20 00:00:45,200 --> 00:00:48,215 down half of the answers we started with. 21 00:00:48,215 --> 00:00:50,830 To narrow the scope further you could ask, 22 00:00:50,830 --> 00:00:52,530 is it greater than 25? 23 00:00:52,530 --> 00:00:55,005 Yes. Is it greater than 38? 24 00:00:55,005 --> 00:00:57,855 Yes. Is it lower than 45? 25 00:00:57,855 --> 00:01:00,450 Yes. Is the number 42? 26 00:01:00,450 --> 00:01:02,565 Yes, the number is 42. 27 00:01:02,565 --> 00:01:05,420 Nice work. The power of isolating a problem can 28 00:01:05,420 --> 00:01:07,310 quickly and effectively help 29 00:01:07,310 --> 00:01:09,095 you figure out where the issue lies. 30 00:01:09,095 --> 00:01:12,080 The isolate-the-problem method is meant to shrink 31 00:01:12,080 --> 00:01:13,820 the scope of your problem so 32 00:01:13,820 --> 00:01:15,860 that you know you're looking in the right area. 33 00:01:15,860 --> 00:01:17,930 After you continually isolate 34 00:01:17,930 --> 00:01:21,095 the problem you'll eventually end up at the root cause. 35 00:01:21,095 --> 00:01:22,910 Root cause is the main factor that's 36 00:01:22,910 --> 00:01:24,790 causing a range of issues. 37 00:01:24,790 --> 00:01:26,120 Finding the root cause is 38 00:01:26,120 --> 00:01:29,600 a critical concept in IT support because it means 39 00:01:29,600 --> 00:01:31,760 that you're able to prevent an issue from happening 40 00:01:31,760 --> 00:01:34,565 again and again to multiple users. 41 00:01:34,565 --> 00:01:36,650 Sometimes the root cause can be difficult 42 00:01:36,650 --> 00:01:38,785 to find and extremely obscure. 43 00:01:38,785 --> 00:01:41,675 Don't give up if it isn't immediately obvious. 44 00:01:41,675 --> 00:01:43,460 Discovering root cause may be 45 00:01:43,460 --> 00:01:45,785 tedious but it's well worth the effort. 46 00:01:45,785 --> 00:01:47,915 Now let's take a look at a not-so-good 47 00:01:47,915 --> 00:01:51,270 and a good example of isolating the problem. 48 00:01:52,010 --> 00:01:57,675 Hi, Marty. I can't get my email to work on my laptop. 49 00:01:57,675 --> 00:02:01,830 Hi, Gail. I'd be happy to help with that. 50 00:02:02,810 --> 00:02:08,490 Somebody came in the other day with the same problem. 51 00:02:10,090 --> 00:02:14,370 Let's uninstall and re-install the application. 52 00:02:15,050 --> 00:02:18,910 It still doesn't work. 53 00:02:21,500 --> 00:02:25,920 Hey Marty, I can't get my email to work on my laptop. 54 00:02:25,920 --> 00:02:29,220 Oh, hey, Gail. Sure. I'd love to take a look at that. 55 00:02:29,220 --> 00:02:32,360 Have you tried checking 56 00:02:32,360 --> 00:02:35,640 your mail on your phone or tablet or something like that? 57 00:02:35,640 --> 00:02:39,950 No, it doesn't look like that's working either. 58 00:02:39,950 --> 00:02:44,615 Let me try. Wow, I can't get in either. 59 00:02:44,615 --> 00:02:47,490 Let me look into this for a sec. 60 00:02:49,580 --> 00:02:53,030 It appears that the email server is down. 61 00:02:53,030 --> 00:02:54,770 The notice says that it's going to 62 00:02:54,770 --> 00:02:56,555 be down for about another hour. 63 00:02:56,555 --> 00:02:58,400 How about we wait an hour, 64 00:02:58,400 --> 00:03:00,050 try again, and if you're still 65 00:03:00,050 --> 00:03:01,595 having problem we can dig deeper? 66 00:03:01,595 --> 00:03:03,625 Okay. Thanks, Marty. 67 00:03:03,625 --> 00:03:05,460 Your welcome, Gail. 68 00:03:05,900 --> 00:03:08,900 As you can see it's vital to use the 69 00:03:08,900 --> 00:03:10,430 isolating the problem method to 70 00:03:10,430 --> 00:03:12,305 decrease the scope of the issue. 71 00:03:12,305 --> 00:03:14,750 If you can rule out a problem area to look 72 00:03:14,750 --> 00:03:18,390 at you can troubleshoot more efficiently. 5465

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