Trying to keep it short.
When expected behavior is different from an actual behavior of a product - we have an issue.
What is troubleshooting? - Doing whatever you can to find what causes the issue and resolve it.
- What should happen?
Define expected behavior. You cannot fix something if you don't know how it should work. You need to know the exact steps taken and the expected result. - What actually happens?
Define deviation from expected behavior when the exact same steps are taken.
This was the easy part. Now you have the scenario and the goal.
All the steps that you take from now should define the scope and the issue better.
- Try to reproduce the behavior. Why? - If you can maybe it happens all the time, not just in single instance/single user/single system.
So your scope will change to - all the time for everyone or single system/user.
Find out how they behave for you.
Capture logs
Analyze logs
Identify differences and variations
Find out...