Software troubleshooting is as much an art as it is a science. And experience is a key factor in performing troubleshooting accurately and efficiently.
We try to follow some basic procedures when troubleshooting a software issue.
- Is the presenting problem in the data, in the application, or in the environment?
- If we move the data, or the application, to a different environment, do we eliminate the error or get the same result?
- What, if anything, may have changed in the environment, where was it changed, and when?
Many on-premises software applications today are licensed on a subscription basis. Those subscriptions are typically bundled with some type of “technical support” service from the software vendor. This service, while valuable, can be limited in that it cannot really diagnose problems outside the scope of the application itself. And in our experience, most software errors are “environment-related”, meaning that some interaction between the application and the host environment – your network – has caused the failure.
Hardware vendors would have you believe that modern computer workstations are “plug and play” devices. Our experience suggests otherwise. There are a dizzying array of settings and parameters that, when changed or modified in some way, can cause a program that has run properly for years to suddenly become unstable. The application itself generates the symptom, but the cause lies elsewhere.
Diagnosing and repairing that cause accurately and efficiently requires both technical abilities and a creative approach to problem-solving, which needs to draw on experience to be successful. Crosspointe has years of experience diagnosing and repairing software “glitches”, and has evolved a reliable and proven process for performing these services.