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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 --> 00:00:02,580 Another effect of troubleshooting method is 2 00:00:02,580 --> 00:00:04,770 called Follow the cookie crumbs. 3 00:00:04,770 --> 00:00:06,375 What purpose does this serve 4 00:00:06,375 --> 00:00:08,730 besides making me want to devour a cookie? 5 00:00:08,730 --> 00:00:10,470 Well, this method requires you to go 6 00:00:10,470 --> 00:00:12,480 back when the problem first started, 7 00:00:12,480 --> 00:00:14,025 and work forward from there. 8 00:00:14,025 --> 00:00:16,470 You'd be surprised how much information 9 00:00:16,470 --> 00:00:17,955 you can learn from asking, 10 00:00:17,955 --> 00:00:20,590 when did this problem start? 11 00:00:21,020 --> 00:00:23,825 Can you help me with my phone, 12 00:00:23,825 --> 00:00:26,720 my fun cat app stopped working. 13 00:00:26,720 --> 00:00:31,175 Sure. Now, what do you mean by stopped working? 14 00:00:31,175 --> 00:00:32,885 Well, when I tap on the app, 15 00:00:32,885 --> 00:00:35,240 it starts to load, and then it crashes. 16 00:00:35,240 --> 00:00:39,540 Well, take a look here. 17 00:00:41,090 --> 00:00:44,475 Okay, Let's try re-install the app, 18 00:00:44,475 --> 00:00:46,495 and see if that helps. 19 00:00:46,495 --> 00:00:49,115 It's still crashes. 20 00:00:49,115 --> 00:00:52,500 I need my fun cat app. 21 00:00:54,970 --> 00:00:57,650 Can you help me with my phone? 22 00:00:57,650 --> 00:01:00,155 My fun cat app stopped working. 23 00:01:00,155 --> 00:01:03,800 Sure. I'd be happy to. 24 00:01:03,800 --> 00:01:05,570 Can you tell me a little bit more 25 00:01:05,570 --> 00:01:07,985 about how it stopped working? 26 00:01:07,985 --> 00:01:10,625 Well, when I tap on the app, 27 00:01:10,625 --> 00:01:13,609 it starts, and it just crashes. 28 00:01:13,609 --> 00:01:16,175 That's not good. When did it start? 29 00:01:16,175 --> 00:01:18,395 Have you changed anything since that time? 30 00:01:18,395 --> 00:01:20,835 Well, it worked last night, 31 00:01:20,835 --> 00:01:22,655 and I was playing around with it 32 00:01:22,655 --> 00:01:24,905 until it started to update and this morning, 33 00:01:24,905 --> 00:01:26,520 it just didn't work. 34 00:01:26,520 --> 00:01:28,985 It might have something to do with the update. 35 00:01:28,985 --> 00:01:31,325 Let me take a look into it. 36 00:01:31,325 --> 00:01:35,075 Okay. Looks like there was a bug in the update. 37 00:01:35,075 --> 00:01:36,950 We can roll back to an earlier version, 38 00:01:36,950 --> 00:01:39,300 and see if that helps. 39 00:01:41,200 --> 00:01:44,310 Oh Cuddly and Peanut! I missed you. 40 00:01:44,310 --> 00:01:46,300 The user can give you 41 00:01:46,300 --> 00:01:48,295 information about what they remember, 42 00:01:48,295 --> 00:01:49,960 but the systems you work with can 43 00:01:49,960 --> 00:01:52,195 also offer insightful information. 44 00:01:52,195 --> 00:01:54,490 Remember that logs are like your systems diary. 45 00:01:54,490 --> 00:01:56,440 They keep information about dates, 46 00:01:56,440 --> 00:01:58,210 and events that happened on the system. 47 00:01:58,210 --> 00:01:59,620 You can dig through logs at 48 00:01:59,620 --> 00:02:01,720 the exact time that a failure happens, 49 00:02:01,720 --> 00:02:03,865 and you may find some defining events 50 00:02:03,865 --> 00:02:05,425 that could have caused your issue. 51 00:02:05,425 --> 00:02:08,049 Error messages are super helpful indicators 52 00:02:08,049 --> 00:02:09,865 that can point you in the right direction. 53 00:02:09,865 --> 00:02:11,650 Lots of times a single error 54 00:02:11,650 --> 00:02:13,405 will be lost in a sea of errors. 55 00:02:13,405 --> 00:02:15,850 It's best to start from the very first error, 56 00:02:15,850 --> 00:02:18,295 which may be causing a cascade of errors. 57 00:02:18,295 --> 00:02:20,125 By fixing the root error, 58 00:02:20,125 --> 00:02:22,675 you'll correct all the other ones in the process. 59 00:02:22,675 --> 00:02:25,060 Some errors don't require extra digging, 60 00:02:25,060 --> 00:02:27,550 like a four or four not found error. 61 00:02:27,550 --> 00:02:29,840 You might see on websites that have been moved or 62 00:02:29,840 --> 00:02:31,880 deleted or permission denied 63 00:02:31,880 --> 00:02:34,280 error when accessing a protected file. 64 00:02:34,280 --> 00:02:36,170 Let's take a look at this log. 65 00:02:36,170 --> 00:02:38,345 I see an error message here at the bottom. 66 00:02:38,345 --> 00:02:39,680 Do you think it makes sense to try, 67 00:02:39,680 --> 00:02:41,885 and figure out this error message, and resolve it? 68 00:02:41,885 --> 00:02:43,850 You might find yourself spending all 69 00:02:43,850 --> 00:02:46,010 day trying to fix these little holes. 70 00:02:46,010 --> 00:02:49,690 Let's backtrack up the log of it instead. Oh look. 71 00:02:49,690 --> 00:02:51,920 We can see where an error first occurred. 72 00:02:51,920 --> 00:02:53,450 Let's try to fix this. 73 00:02:53,450 --> 00:02:56,430 Now our system isn't yelling at us anymore. 5394