TROUBLESHOOTING GUIDE
Ascom Myco 3 Troubleshooting Methodology
2 Troubleshooting Methodology
There are many troubleshooting models that can be used by a support engineer. These methods might
vary but all of them are oriented towards defining and isolating problem areas. There is however usually a
general approach that applies to most situations.
This guide does not describe troubleshooting theories in details, rather than presents a suggested method
that has successfully been used.
A very common method is a cycle model as illustrated below:
Yes
Yes
Yes
No
No
No
Problem reported
3. Make hypothesis
Get support
2. What´s wrong?
What’s correct?
4. Prioritize where to start
5. Test and check
Apply known fix1. Get the picture
Problem
solved?
Stuck?
Familiar
problem?
Document the
solution
• Problem reporting. Define the nature of the problems that users experience and the circumstances in
which the problems arise. For example, VoWiFi problems usually involve interruptions in the audio
stream, disconnections, distortions such as echo and clicking noises, and delays. The user experiences
that small discrete parts of the conversation are missing.
• Get the picture. Elicit additional information from the user and try to picture the context and
circumstances in which the problem occurs.
• Ascertain what is working. At an early stage of the troubleshooting process it is of high importance to
rule out the devices that are functional. Why a handset is not functioning properly might depend on the
incorrect function of several other devices.
• Form a hypothesis. Make a list of possible causes. The fault is maybe on a device not primary a part of
the solution.
• Prioritize where to start. Eliminate causes that are quick to check first and do the more time-consuming
later. Also eliminate causes that make less impact for the users first. Remember that whatever action you
take may cause an interruption in the services. Make one change at a time and if problem is not solved
unroll your new changes. Document what changes were done.
• Test and check. Make sure the appropriate tools are available for testing a proposed solution. Do not
make unauthorized modifications.
An understanding of the above model can help in the troubleshooting process. A support engineer may use
the model and ask questions and gather facts and thereby identify a single device, location or application
that might be causing the problem.
TD 93297EN / 19 December 2019 / Ver. B 3
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