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Inside the Machine G3 to G5 / Week 09 / Thursday
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Week 09 · The troubleshooting method

Thursday

Write it down and ask
// Notice, name it, test one thing, write it down, ask
⏱ about 15 min

Thursday: Write it down and ask

The Fix-It Bay is busy. Rocket fixed a frozen app yesterday, but today he cannot remember how. "Was it close, or restart, or something else?"

Raven opens a notebook with a tag that says Fix Log. "What do you notice? If we had written it down, we would know."

Nova nods. "Would you like a hint? A technician's memory lives on paper. And when a fix is not yours to do, you ask."

The fix log

Step four of the method is to write it down. A fix log is a short written record of each problem.

A good fix log has four parts. What you noticed, the problem sentence, each test, and what happened.

Writing takes one minute. Next time the same problem shows up, you already know the answer.

The fix log also helps you ask for help. A grown-up can read exactly what you tried.

Part of the logExample
NoticedScreen on, volume at zero, mute sign showing
Problem sentenceVideo should play with sound, but it plays with no sound
Test 1 and resultTurned mute off: sound came back
Fixed?Yes. Cause was the mute sign.
FIX LOG CHECK
  • Read the question.
  • Tap your answer.
Why does Rocket not remember how he fixed the app?
Which part of the fix log goes first?
A test did not work. Should it still go in the log?

When and how to ask

Step five is to ask. Asking is not giving up. It is part of the method.

You ask a grown-up when the next test is on the never list. That list is plugs, batteries, the case, passwords, updates and liquids.

You also ask when the easy safe tests are done and the problem remains.

When you ask, bring your fix log. Say what you noticed, your problem sentence and what you tried.

  • Ask when the next test needs a plug, a battery, a password or an update.
  • Ask when something smells hot, looks cracked or makes a strange noise.
  • Ask when the easy tests are done and the problem remains.
  • Ask when you are not sure. Asking is always allowed.
ASK NOW, OR TEST FIRST?
  • Read the question.
  • Tap your answer.
The app is frozen. You have not tried closing it yet.
The next test is to plug in the charger.
The device smells hot.
What is the name of the written record of a fix?
What should you bring when you ask a grown-up for help?
The next test needs the charger. Who does it?
StatementTrue or false?
Asking for help means you failed.?
A fix log should include tests that did not work.?
A child may change a password to test a fix.?
Bringing your fix log makes asking easier.?
WHY THIS EXERCISETechnicians write and ask all the time. It is how they get good.
ORDER THE FIX LOG
  • Tap a card.
  • Then tap its spot.
1First
2Second
3Third
4Last
Something smells hot and a bit of the case looks cracked. What is the right step right now?
WHY THIS EXERCISEHeat, cracks and strange noises always mean stop and ask a grown-up at once.
For a grown-up
Help your child start a real fix log on paper. Four short lines per problem is plenty.
Praise the ask. A child who asks before touching a plug is doing it right.

You know how to keep a fix log and when to ask. Tomorrow you put all five steps together into one method.

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