The anatomy of a troubleshooting article

Troubleshooting articles follow a symptom-to-solution structure. The user arrives with a specific problem; the article should help them identify the cause and apply a fix.

Standard structure

1. Title: describe the symptom, not the technical cause
2. Overview: confirm what problem this article addresses
3. Common causes: list the most likely reasons this happens
4. Steps to fix: numbered steps for the most common fix
5. Alternative fixes: steps for less common causes
6. Still having trouble: escalation instructions

Writing checklist

• Does the title match how users describe the problem
• Are causes listed before solutions
• Are all steps numbered and specific
• Does the article end with a clear escalation path
• Is there a way to contact support if none of the fixes work

[WARNING: Avoid vague troubleshooting titles] Titles like Error occurred or Issue with login are too broad. Use specific titles like Cannot log in after password reset or Error message when submitting payment.