Questioning the user to ascertain specifics about the problem they are facing is the best initial method. This can help determine the symptoms and whether anything has changed. Although reviewing configuration files and analyzing log files can both provide valuable information, they are best suited for after the initial user questioning has taken place, as these steps may require knowledge about the precise nature of the issue to investigate effectively. Network testing is not the initial step in gathering information as it is a more active troubleshooting procedure.