Check if it’s a known problem with a documented solution. Perhaps this is a regression or simply a case of not having applied updates.

Reference:

• Step 12 – Has it happened before?
• Step 23 – Environment?
• Step 27 – Experience

Related questions:

• Did it work last time?
• Has it been tested?
• Have you already fixed the problem?
• Have you raised an issue?
• Is there a defect?
• Is this a known problem?
• When did the problem occur?