The first step when working on a potential issue should always be to gather information. This involves understanding the problem thoroughly by collecting data about the issue, such as symptoms, settings, and environmental conditions. Properly gathering information ensures that subsequent steps, such as research and resolution strategies, are based on a solid understanding of the problem, increasing the likelihood of an effective solution.

References: This approach is outlined in problem-solving methodologies within CompTIA IT Fundamentals, where gathering information is a critical first step before moving to diagnosis and resolution.