1. Collect data about your computer. Having your operating system information and exact program version are important in finding a correct solution to your problem. In Windows, the operating system information can be found by right clicking on My Computer and choosing Properties. Application information is usually found by clicking on Help, then About (the application name). Also, be sure to record the exact wording of your error.
    
2. Choose a place to find a solution. A few good resources for finding information are:
   • http://groups.google.com
   • http://support.microsoft.com
   • http://support.novell.com
   • Your favorite search engine (ex. http://www.google.com)
   • The support section on the product vendor's web page
   • FAQ sections and knowledge bases are very good sources for finding solutions.
      
3. Search for the exact error you have received and/or a description of the problem you are having. If you cant find a scenario that fits the problems you are having try altering your search criteria.
    
4. When you have a found a solution that you feel is appropriate for the problem you are having, make sure you are comfortable with the solution they provide. If the solution requires deleting or editing files, be sure to make backups of these files before making changes. Registry changes can also cause applications stop functioning correctly including your operating system.

The most useful resource we use at the Help Desk are the Usenet (News) archives at http://groups.google.com