Valid for Sitecore 5.3

Diagnosing Problems

Troubleshooting is the systematic search for the source of a problem so that it can be resolved. Normally, a process of elimination is used to isolate possible causes of problems. Usually troubleshooting is applied when something has suddenly stopped working, so the first focus should be on what has changed. A basic principle in troubleshooting is to start from the simplest and most probable possible reasons of problems first.

1. Don't Panic

The common complaint about help desks or manuals is that they sometimes first ask: "Is it plugged in?" This should not be taken as an affront; rather it should serve as a reminder to always check the simple things first before calling for help.

2. Diagnosing – try to isolate the possible causes

A process of elimination is most often used to isolate possible causes of problems. Usually troubleshooting is applied when something has suddenly stopped working, so the first focus should be on what has changed. A basic principle in troubleshooting is to start from the simplest and most probable possible reasons of problems first. Try to answer the following questions:

What has changed?
Has an add-on recently been installed? Did the server configuration change? Was the web.config file changed?
What leads to the error?
Try to reproduce the error step by step and analyze what happens during each step. Try to determine where the problem is occurring.
How can the error be reproduced?
Try to remember all of your last actions before the problem occurred. Formulate an exact scenario to reproduce the problem. You will need this information to report a problem to Sitecore support team.

Analyze the Log file for the last day. Sitecore Logs record a lot of useful information concerning the activity on a web server. Pay special attention to the time period when the problem occurred.

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