Quick Reference: Basic Troubleshooting
Basic Troubleshooting Process: Web-Based Training, OVE23
Step 1
Verify the
complaint
Step 2
Obtain all
pertinent info
Step 3
Determine the
potential causes
Step 4
Narrow the
list of potential
causes
Step 5
Test to confirm
root cause
Step 6
Repair root
cause
Step 7
Verify the
complaint has
been eliminated
Basic Troubleshooting Process
• If a complaint can be verified, so can the repair
• If the complaint cannot be verified, there is an intermittent
problem
• Try to recreate conditions that led to the original complaint
• Sometimes a complaint can be based on normal operation
Gather information using applications found in DTNA Connect:
• PartsPro & EZWiring
• DTNA Solutions
• “Vehicle Info” application
• Warranty letters/literature
• Manuals (Maintenance, Workshop, Drivers, Troubleshooting)
• Service bulletins
• Each system has potential faults that could cause the complaint
• Create a list of potential causes by using knowledge of the
system and service technical information
• Narrow the list of possible causes
• Other seemingly-unrelated systems may have an effect on the
complaint
• Are there other systems that don’t work properly?
• How do they relate to the system with the complaint?
• Are there related systems that do work properly? What do they
have in common?
• Use your info to say: “It can’t be this because...”
• Test the causes on the narrowed list
• The troubleshooting process becomes “hands-on” now
• Start with the easiest tests, and pick easy-access test points
• Look for obvious signs of problems - leaks, loose parts,
damaged wiring, etc.
• Once the root cause of the problem is found, make the
necessary repairs
• Follow approved procedures and recommended safety
precautions when performing repairs
• After the repair is made, verify that the original complaint has
been eliminated
• If it hasn’t bee eliminated, return to Step 5 and continue testing
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