What Is Software Troubleshooting? Uses and Best Practices

Troubleshooting is an essential of customer service in the tech industry. But what does it entail? We break that down.
Published on: Jan 10, 2024
Last updated: Jan 10, 2024

Join our community

The latest and greatest from the world of CX and support. No nonsense. No spam. Just great content.

Stuff breaks. It's a fact of life, whether we're talking about bicycles, toasters, or the software and apps we rely on every single day. And when things go wrong with our digital tools, boy, can it be frustrating!

The thing is, this applies to both businesses and consumer users. Whether you're operating software in your business, running a SaaS product for your B2B clients, or working directly with typical users, the chances are the software you use is a vital part of their day-to-day lives or the process of whatever they're trying to achieve.

Those error messages popping up can seriously put a spanner in the works, and it falls on you to get the problem resolved (and corrected so it never happens again) as fast as possible. This is where the aspect of software troubleshooting comes into play.

Whatever operating system you're on or software program you're using, debugging issues that crop up in software and technology may seem complicated, but it doesn't have to be with the right approach.

In this comprehensive guide, we'll walk through everything you need to know to become a software troubleshooting pro.

Consider this your troubleshooting bible; we'll cover what software troubleshooting really entails, processes and techniques the experts use, must-have tools of the trade, and mistakes to avoid at all costs.

By the end, you'll have everything you need to squash pesky software bugs more efficiently and keep your users happily humming along when hiccups happen.

Sound good?

Then, let's get to it!

What is Software Troubleshooting?

Starting from the top, when we say "software troubleshooting," we're talking about the superhero that comes to the rescue when things go haywire in apps and digital tools.

Troubleshooting is the systematic way of swooping in to solve pesky problems, so software works the way it should. It wouldn’t be too much of a stretch to think of it as "shooting troubles," so they no longer exist.

And being in charge of the troubleshooting process, you have some major responsibilities:

  • Hunt down bugs slowing things down or crashing programs entirely
  • Figure out why integrations between different software are failing
  • Diagnose performance issues making apps ineffective
  • Identify security vulnerabilities putting users at risk

Basically, it's your job to restore order when software chaos strikes!

Why is software troubleshooting important?

Why is our troubleshooting hero so vital for smooth digital living?

  • It Ensures Apps Do What They Say: Troubleshooting keeps functionality firing on all cylinders so the software works reliably. No false advertising here!
  • It Saves Time and Money: Pinpointing issues quicker reduces headache-inducing lag trying to solve problems. That means lower costs.
  • It Wins User Love: By crushing bugs quickly, troubleshooting builds satisfaction and loyalty. Everyone appreciates an efficiently operating app!
  • It Drives Improvement: Figuring out what went wrong provides insights to enhance software for the future. Hello innovation!

Real talk — troubleshooting is crucial. It's what stands between us and a dysfunctional digital world!

What is the Software Troubleshooting Process?

So, let's break this down a little more to help the whole process feel a little more tangible. Let's say an error on someone's operating system pops up, and it's time for you to jump into troubleshooting software mode.

No matter who you're working with or what software you use, the troubleshooting process will need to be formulated as a strategic playbook designed to diagnose and tackle problems in the most efficient and effective way.

Not only do you need to find the problem fast, but you need to identify it as accurately as possible in order to provide a fix. This is the tricky part of working with code. While you may fix the problem with a few lines of code, you may break some other features in the process.

Thus, you need surgical precision from start to finish.

Step 1: Get the 411

First things first - know thy enemy! Gather all the intel you can about what's going awry. Understanding everything you can about the bug is software sleuthing 101.

This means examining error reports, the initial support ticket, looking into configuration settings, looking through the task manager, using console log software to see errors, user behavior, and browser info, speaking to the people involved, and checking the processes tab. Gather as much evidence as possible and make sure you have enough information to work with.

Step 2: Confirm the Crime

Next, witness the issue happening yourself to verify something is definitely off. Software problems don't always reveal themselves reliably, so you need to be able to replicate it as accurately as possible, on-demand (which is why step one is so crucial).

Something that can come in handy at this stage of the process is session replay tools. These make it possible for you to record user sessions in your app to see behavior and bugs in context. You can see where a user clicked, what pages they navigated to, whether they displayed frustration signals like rage clicks, and whether they encountered any issues. This can make the software recreating process significantly easier — or even obsolete since you have a visual record of what happened.

Step 3: Attempt Quick Fixes

Try simple solutions first — update software and spend time updating drivers, restart systems, try a different power cable, and run through common remedies.

There's no need to overcomplicate things here since many a software issue may simply display an error message because of standard computer problems. This step is effectively turning it off and on again and seeing if normal operation occurs.

Common problems can sometimes be the most misleading and are known as common possible causes for a reason!

Step 4: Call for Backup if Needed

If quick fixes come up empty, it's typically time to bring in the specialists (and this can, of course, be you)! Complex bugs require deeper knowledge to crack - getting savvy experts on the case can help. Again, it's vital you get the right people for the job when resolving problems, as even a tiny mistake can cause more harm than good.

Step 5: Launch an Investigation

Whether you're hardware troubleshooting or checking out a software component, take time to launch a deeper investigation using all the evidence above, from initial evidence to the solution (or perhaps the ongoing problem-solving that's taking place).

The truth is, the software troubleshooting process goes on long after the problem has been fixed. You need to understand why the problem occurred in the first place, what caused the bug, and whether a deeper, underlying issue needs to be resolved.

This is how you create software that's reliable, provides a positive user experience, and essentially thrives for years to come. If the problem has happened before with one person, the chances are it can happen again and in different ways.

Some of the best ways to conduct the systematic process of an investigation include:

  • Collecting logs
  • Running system and hardware tests
  • Using debug tools
  • Conducting an online search and reading forums
  • Contacting software vendors for advice and tips
  • Seeing if the computer hardware needs upgrading and supports the software properly
  • Identifying if there are conflicts with other programs or new software

Essentially, you're finding out what the root cause of the problem is, how you can get everything working correctly, and then figuring out how to stop the program from happening again.

Step 6: Apply the Antidote

With all this information and evidence under your belt and a clear understanding of what's going on, it's time to carry out the next troubleshooting steps and actually fix the issue. Squash that bug once and for all!

Patch software and tweak configurations until the issue disappears for good.

Step 7: Explain it All

Walk users through what went wrong and how you cured their software woes so they can avoid similar issues. A great way to do so is by initiating a cobrowsing call with them. This will allow you to talk to them over video, take control of their screen, and use annotation tools to take them through the fix. You should also update your documentation and in-house reports, ensuring that if the problem comes up again or a new fix is needed, everyone knows what changes you made and what solutions have already been tried and tested.

Make life easier for people accessing your investigation moving forward.

Step 8: Make Sure it Sticks!

Follow up with users to guarantee the problem doesn't come back. Get their feedback, too — user insights fuel future software upgrades.

Vigilant troubleshooting keeps our software running how it should! And learning from each bug shapes better digital tools down the line. It's an ongoing quest!

How to Use Technology in Software Troubleshooting

When problems pop up, having the right troubleshooting tools on your utility belt is key to swoop in and save the day. Let's explore the top technologies that can help you squash bugs more efficiently.

Session Replays

See exactly what issues your users encountered with session replays and console logs.

Session replays are handy tools that essentially let you turn back time and relive a user's journey step-by-step leading up to an issue. It's like having access to an action replay in sports — giving you the full context for what went down. You can see what a user did in your app, where they clicked, what pages they navigated to, if they displayed frustration signals like rage clicks, any bugs that were encountered and what they looked like, and more.

Products like Fullview even automatically flag sessions where errors occurred, serving up problematic user interactions on a silver platter for swift diagnosis.

Console Logs

Console logs provide a peek under the software hood to see everything happening behind the scenes. And we mean everything — they track events, errors, system resources, you name it. For developers, these logs are gold for identifying and investigating quirky software behavior that could signal bigger issues.

Cobrowsing Software

Browse your webapp together with users and guide them on screen with cobrowsing.

Why try conveying complex technical issues over the phone when you could just see and fix the problem yourself in real time? That's what co-browsing tools allow. By letting support agents remotely view and control a user's screen, cobrowsing makes quick work of tricky troubleshooting situations.

Network Analyzers

Slow software dragging its feet? Network analyzers get to the bottom of lag by assessing traffic flow between servers, applications, and devices. By studying bandwidth usage and connections, they can catch network glitches impacting software speed and responsiveness.

System Performance Monitoring

Take a peek under the hood of computer systems with performance monitoring to see how hardware might be affecting software operation. Tracking CPU, memory, and disk usage can catch overtaxed resources, causing hiccups.

Identifying constrained hardware early steers troubleshooting away from assumptions of software flaws.

Hardware Diagnostic Tools

While they don't troubleshoot software directly, hardware diagnostic tools help rule out whether device defects are the true culprits behind performance issues. Testing for faulty components with tools like MemTest86 saves a ton of time barking up the wrong tree, thinking software is misbehaving when it's actually a hardware hang-up.

Debugging Tools

Last but not least, debugging tools are a developer's best friend for nitty-gritty software troubleshooting. They let coders analyze application execution line-by-line to pinpoint problematic sections producing errors. It's like having an X-ray into the software’s guts to target and fix flaws promptly.

With this robust toolkit, you'll breeze through even the trickiest troubleshooting puzzles! Assembling session replays, system insights, and debugging intel makes squashing bugs almost fun. Bring it on, software gremlins!

6 Software Troubleshooting Best Practices

When tackling pesky software gremlins, having a game plan leads to smoother sailing. Let's walk through the tried and tested troubleshooting practices that separate the heroes from the zeroes.

Step 1: Know Thy Enemy

Jumping right into problem-solving is tempting, but first — get intel! Understand inside out what's happening, what errors are popping up, when they happen, and how functionality is impacted. Developing a crystal clear picture sets you up for smooth success down the line. No more troubleshooting traps!

Step 2: Craft a Winning Strategy

Great troubleshooters don't just leap without looking. After recon, they strategize the best solutions to squash bugs without causing new issues. Evaluating different approaches and collaborating with teammates leads to remedies that are safe, effective, and minimally disruptive.

Step 3: Execute the Fix Flawlessly

Alright, it's time to put that plan into action! Carefully implement patches, tweak configurations, and adjust functionality until the problem dissolves. Smooth execution ensures errors stay erased without surprise side effects.

Step 4: Put Your Solution Through Its Paces

High fives for what seems like a fix, but not so fast! Now it's time to rigorously test your remedy under conditions similar to when the bug first surfaced. Confirm things are humming as they should without gremlins rearing their heads again.

Step 5: Document Your Victory

Once you've successfully sent that bug packing, log everything! Describe the error, diagnosis, fix, and testing results. This creates an invaluable record to reference if the bug resurfaces or colleagues face similar issues. You can even attach links to relevant session replays with these error reports so teammates have a visual record of what happened before the bug was fixed.

Step 6: Learn From the Battlefield

The job's not entirely done once the software is functioning fine. One last step — review the whole shebang. What went well? What could be improved? Brainstorm ways to implement more permanent solutions and prevent similar bugs in the future. This reflection continuously strengthens both software AND troubleshooting skills over time.

There you have it - the battle-tested steps that software troubleshooting pros swear by for banishing bugs in record time while avoiding chaotic mishaps. Just remember: a meticulous, measured approach wins over frantic flailing! Master these fundamentals, and you'll rise to troubleshooting glory in no time.

Conclusion

At this point, it should be crystal clear - when pesky software problems pop up, strategic troubleshooting is what stands between digital success and total tech chaos.

We've covered the battle-tested troubleshooting game plan - from gathering intel about those pesky bugs to methodically strategizing, executing, and reviewing remediation plans that send issues packing for good. Lean into the proven steps, and your software resilience shall be legend!

But the work is never entirely done in the world of troubleshooting. As our tech ecosystem grows more complex by the day, so too must our bug-busting expertise. Expect more automation, more AI, and more predictive capabilities on the horizon that could spot gremlins before they even emerge.

The tools at our disposal are only set to get more advanced to handle whatever curveballs software throws our way. And master troubleshooters like you'll be driving this cutting-edge innovation.

Ready to enhance your software troubleshooting process like never before?

It's time to get the Fullview.

With full cobrowsing capabilities, screen control (remote), and a ton of troubleshooting data formats to help you identify and solve problems fast, troubleshooting has never been easier.

Give your users, customers, or clients the five-star experience they deserve.

Get Fullview today.

Guide customers to faster resolutions
Cobrowse with screen control
Highlight on screen
Integrate with Zendesk and more
Take interactive demo
Table of contents:

Related articles

Supercharge customer support

Discover customer and product issues with instant replays, in-app cobrowsing, and console logs.

Get Started
Start on our forever free plan and upgrade to pro anytime.
Or try the product tour
Arrow right