I would ask some probing questions trying to isolate the issue and narrow the big picture to

determine where the problem is coming from. We need to make sure if it is a software, hardware
or end user issue. we know the basic information to create a plan and resolve the issue.

Case # 1:

ERP user cannot log in to the platform

Probing Questions

How many login attempts have been made? (Most ERP software’s will not accept more than three
failed attempts otherwise the account will be locked out)

Is the caps lock key on or off? (The password is key sensitive and has to be entered as was created)

When was the last success login? (We will be able to ask if other changes have been made
recently)

Has a different computer been used to login? (Due to security protocols ERP software’s will not
allow to the same user be active in two different devices at the same time so the user will have to
log off from any previous device before trying to log in back)

Has the password been changed or reset? What is the previous password set this account? (Try
using the new password or the password created)

If the problem still unresolved then we might be facing a software issue so the ERP software
admin will have to do the following:

1) Try to perform a password reset

2) Check If the user in question still active in the company, also, check that the user has the
proper access available
3) If the user is active then try to disconnect the user from all devices
4) Delete and create a new user

Case # 2:

A customer has issues with his laptop. The device reboots by itself and sometimes shows a blue
screen

Probing Questions:

When did it happened? (We will be able to get an exact or approximate date to compare with the
last changes made to the laptop)

Has the issue ever happened before? (If the issue is caused due to third party software, device or
driver)

Has the laptop recently performed a software update? Has program been installed or uninstalled?
(To get if the issue was caused right after one of those changes)

Has a device or driver been installed or plugged in? (External devices and incompatible drivers may
cause this issue as well)
Has the laptop been dropped, got wet or suffered any other physical damage? (We cannot rule out
hardware problems)

Once we know this information then we can figure out next step.

If the user still getting access to the desktop then do the following:

1) If issue started after a windows update then go back to last version available (This works
for windows 10)
2) If issue started right after an external device was plugged in or driver installed then unplug
the device and uninstall the driver
3) If issue persists then perform a restore point and select an earlier date when the issue did
not occur

If the user is unable to get access to the desktop:

1) Reboot the laptop and get access to desktop through safe mode to uninstall programs or
drivers added recently
2) If issue continues then perform a repair using recovery mode
3) If issue persists then perform a system restore on recovery mode