The case of the missing DNS packets
> Troubleshooting is both a science and an art. The first step is to make a hypothesis about why something is behaving in an unexpected way, and then prove whether or not the hypothesis is correct. But before you can formulate a hypothesis, you first need to clearly identify the problem, and express it with precision. If the issue is too vague, then you need to brainstorm in order to narrow down the problem—this is where the “artistic” part of the process comes in.