Troubleshooting Topics

Troubleshooting topics help users identify and address issues independently, supporting self-service and reducing the need for direct support.

Effective troubleshooting topics reduce support volume while improving user satisfaction. Especially in the context of software, hardware, and systems, where users often encounter technical issues or errors, clear troubleshooting content enables users to quickly identify causes and take corrective action.

User Intent

"Something isn't working and I need to fix it now."

Common Tags

<troubleshooting>: Root element.
<title>: Problem description (often starting with "Why..." or describing the symptom).
<shortdesc>: Brief summary of the problem.
<troublebody>: Description of symptoms, causes, and solutions.
<cause>: An explanation of what went wrong.
<solution>: Steps explaining how to fix it.
<prereq>: Information needed for troubleshooting.
<prevention>: How to avoid the problem in the future.

Effective Troubleshooting Structure

Lead with the most common cause and solution.
Provide diagnostic steps before complex solutions.
Include verification steps to confirm resolution.
Offer escalation paths for unresolved issues.
Test troubleshooting topics with actual problem scenarios when possible.

Sample XML Code


<troubleshooting id="noconnect">
  <title>Cannot Connect to Server</title>
  <shortdesc>Connection errors can be caused by network or server issues.</shortdesc>
  <troublebody>
    <cause>The server may be down or your internet connection is inactive.</cause>
    <solution>Check your internet connection and retry. If the issue persists, contact IT support.</solution>
  </troublebody>
</troubleshooting>