In case you're experiencing any errors or unexpected behaviour, these are stept to follow in order to narrow down the problem. The goal is to get the most out of your system that would help the developers to identify the problem and help you fixing your problem.
This is the most important question you should be able to answer. If not, it's really hard to help. If it is not happening all the time, more like "every now and then", try to document what happened before, each time something unexpected happens, write it down. Collects all informations arround the event that should succeed, but does not.
What steps will reproduce the problem?