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How do you fix complex system issues?

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System issues can be frustrating and time-consuming to fix, especially when they are complex and involve multiple components. As a system administrator, you need to have a systematic and logical approach to identify and resolve the problem, while minimizing the impact on the users and the business. In this article, we will share some tips and best practices on how to fix complex system issues, based on our experience and industry standards.

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1 Understand the issue

The first step to fix any system issue is to understand what the problem is, how it affects the users and the system, and what the expected outcome is. You can use various sources of information, such as user reports, error logs, monitoring tools, and documentation, to gather as much data as possible about the issue. You should also try to reproduce the issue in a test or staging environment, if possible, to isolate the cause and verify the solution.

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Orlando Chapa

Monitoring Admin / Cloud Engineer/ Systems Administrator at the Office of the Attorney General of Texas MCSE ITILv3 Azure 101 CompTIA
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I was in the middle of an issue once where an entire side of a plant had no network connectivity. I was called by the ops control room to go out and lead the charge. Keep in mind at that time we had some manual lanes and some lanes that robots did the work. With in two minutes of these lanes being down the entire plant was down. I checked each system looking for commonality and only found the network link light was not blinking on the systems, printers, plc’s. I went to the portable closet for that quad and found someone had disconnected it to plug in a giant fan. That was an easier issue to resolve but it was a lesson in the simplicity of checking the basics.

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2 Identify the root cause

The next step is to identify the root cause of the issue, which is the underlying factor or condition that leads to the problem. You can use different methods and tools to analyze the data and find the root cause, such as the 5 Whys technique, the fishbone diagram, or the fault tree analysis. You should also consider the dependencies and interactions between the system components, such as hardware, software, network, and security, and how they might affect the issue.

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3 Plan and implement the solution

Once you have identified the root cause, you need to plan and implement the solution that will fix the issue and prevent it from recurring. You should follow a change management process that includes testing, approval, communication, backup, and rollback procedures. You should also document the solution and update the system configuration and documentation accordingly. You should also monitor the system performance and user feedback after implementing the solution, to ensure that it works as expected and does not cause any new issues.

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Simon Attard

Owner\Operator of Feather Finish Photography
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Change management processes are missed so many times but can be vital in ensuring that the proposed fix doesn't cause even greater issues. The number of times I've seen the root cause obscured by layering ineffective fix over ineffective fix is quite substantial. Document, test, and be prepared to roll back any changes!

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4 Learn and improve

The final step is to learn from the issue and improve your system administration skills and practices. You should conduct a post-mortem analysis of the issue, to review what went wrong, what went well, and what can be improved. You should also share your findings and recommendations with your team and stakeholders, and implement any necessary changes or improvements to your system design, maintenance, security, or policies. You should also update your knowledge base and training materials with the lessons learned from the issue.

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5 Tips and best practices

To help you fix complex system issues more effectively and efficiently, it is important to use a systematic and logical approach to troubleshoot and solve the issue, avoiding jumping to conclusions or making assumptions. It is also important to communicate clearly and frequently with the users, your team, and other stakeholders, keeping them informed of the issue status and progress. Additionally, prioritize the most critical and urgent issues, and escalate them if necessary. It is also beneficial to document and track the issue details, actions, results, and solutions using a ticketing system or a similar tool. If you are stuck or unsure about something, seek help or advice from your colleagues, mentors, or experts. Finally, keep your system updated, backed up, and secure following the best practices and standards for system administration.

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Orlando Chapa

Monitoring Admin / Cloud Engineer/ Systems Administrator at the Office of the Attorney General of Texas MCSE ITILv3 Azure 101 CompTIA
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I personally have been in the middle of some very complicated problems. I didn’t have the answer but I was part of the team collected to resolve the issue. I would always try to listen or be on the lookout for issues that demonstrate the problem and think of who in the business is the towering strength in that technology and rope them into the call. Have them start simple and explain the big picture and as they continue something will present itself as something to check. I also would check internal systems and our own monitoring for any red flags. If there is something down but you have no red hexagons on your screen then the issue is part of a system we are not monitoring. Be careful not to look for blame just find experts for help.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jazeem Ilyas M

Sr. Cloud DevOps Engineer | Architecting Cost-Optimized Infrastructure for Secure, Scalable, High-Availability Systems
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By working as a team, you can uncover connections and solve tricky problems that might be hard to figure out alone, work together with colleagues who have different skills. Team up with network experts, software developers, and others who understand various parts of the system. Their insights can help find solutions more quickly and in creative ways.

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How do you fix complex system issues?

1

2

3

4

5

6

1 Understand the issue

2 Identify the root cause

3 Plan and implement the solution

4 Learn and improve

5 Tips and best practices

6 Here’s what else to consider

System Administration

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How do you fix complex system issues?

1

2

3

4

5

6

1 Understand the issue

2 Identify the root cause

3 Plan and implement the solution

4 Learn and improve

5 Tips and best practices

6 Here’s what else to consider

System Administration

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