Why Asking "What's the Problem?" Isn't the Answer

So, I've been in the thick of interviewing candidates for an IT support position this week. It's always fascinating to see the different approaches people take to problem-solving, especially when faced with a seemingly simple yet potentially complex issue.

One question I like to ask to gauge their troubleshooting instincts is this: "You get a call from a user who tells you the screen on their computer is blank. What is the problem?"

You might think this is a straightforward question, and in some cases, it can be. But the variety of incorrect answers I received was quite eye-opening. From assuming a catastrophic hardware failure to jumping to software glitches, each candidate offered a different potential culprit without gathering any further information.

It highlighted a fundamental point about troubleshooting, a point that I ended up explaining to each interviewee: the answer to "What is the problem?" is almost never the first thing you guess.

Think about it. A blank screen could be caused by a multitude of things, ranging from the incredibly simple to the more complex. Jumping to conclusions without proper investigation is a recipe for wasted time, misdiagnosis, and ultimately, a frustrated user.

The Real Answer: It's About the Process, Not the Premise

Instead of trying to guess the single "correct" problem, the key is to approach the situation systematically. Here's the troubleshooting process I outlined for each candidate, and it's a process that applies to almost any IT issue:

1. Gather Information: This is the most crucial first step. Instead of immediately diving into solutions, you need to ask clarifying questions. Think about what you don't know:

   • "Can you tell me more about what you're seeing?" (Is it completely black, or is there a faint glow? Are there any error messages, even briefly?)

   • "Did anything happen before the screen went blank?" (New software installation, power outage, spilled liquid, etc.)

   • "Is the computer powered on?" (Sounds basic, but you'd be surprised!)

   • "Are any lights on the computer tower or monitor?"

   • "Have you tried turning the monitor off and on again?" (The classic, but often effective!)

   • "Are the cables connected securely to the monitor and the computer?" (Another simple but common issue.)

2. Start with the Obvious (and Easiest): Once you have some initial information, begin with the simplest and most common causes. In the case of a blank screen, this might involve:

   • Checking the power cord of the monitor.

   • Ensuring the video cable (HDMI, DisplayPort, etc.) is securely connected at both ends.

   • Verifying the monitor is turned on and the correct input source is selected.

3. Move to More Complex Possibilities: If the simple solutions don't work, you can start exploring more complex issues, guided by the information you gathered in step one. This might include:

   • Testing with a different monitor or cable.

   • Checking for any recent software or driver updates that might have caused a conflict.

   • Considering potential hardware issues with the graphics card or even the motherboard.

4. Document Your Steps: Throughout the troubleshooting process, it's essential to document what you've tried. This helps you avoid repeating steps and provides valuable information if you need to escalate the issue.

5. Communicate Clearly with the User: Keep the user informed about what you're doing and what the next steps might be. This builds trust and manages expectations.

The Takeaway:

The blank screen scenario, while seemingly simple, is a fantastic illustration of why a systematic approach is vital in IT support. It's not about being a walking encyclopedia of computer problems; it's about having the critical thinking skills to gather information, follow a logical process, and eliminate possibilities one by one.

For my potential hires, this wasn't about getting the "right" answer. It was about understanding that in IT support, the real skill lies not in knowing everything, but in knowing how to find the answer. And that starts with asking the right questions, not making assumptions.

What are some of your go-to troubleshooting steps when faced with a seemingly simple problem? Share your experiences in the comments below!