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The basic problem symptoms should be obtained from the computer user before beginning the actual troubleshooting process as the user could give possibly noticed few indicators or warnings before the actual problem occurred.
The basic method of gathering information is through probing questions. The user should be probed if the system had any intermittent issues recently or if the system has performed undesirable actions while in use or if any new software has been installed or downloaded from the internet, and most importantly what was the last action user has performed when the problem occurred.
Some times problems can have a trend, for example a failing hard drive may be very slow to access, produces clicking noise, does not boot the operating system at times, etc.
