A lot of the time restarting will let you send the customer on their merry way, and it's not a bad idea but don't confuse it with fixing the actual problem. In fact the restart can mask the problem by overwriting valuable error logs and other information.
Make sure you get the information to prevent the problem from re-occuring. Then restart the service. Finally, know the steps you need to take to implement the actual fix (making the service stable) and schedule a time to do it.
It's really freaking hard to fix a problem you have not identified.
Google knows the answers. The trick is finding the right question
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