Key indicators of a device-related issue:

• Multiple users affected on the same device: If multiple users experience the same issue on a single device, it's likely a hardware or device driver problem. 
• Device manager errors: Check Device Manager for yellow exclamation marks indicating potential hardware issues with specific devices. 
• Physical damage: Visible signs of damage to the device can often point to a hardware problem. 
• File system, and /or disk integrity scans indicate corruption.
• Problem persists in safe mode. This is rare, but can happen.

Key indicators of a profile-related issue:

• Issue only affects one user on a single device: If the user can go from the device that has an issue to another device of the same make and model and not experience the issue then the problem is likely located on their local profile.
• Issue only affects one user on multiple devices: If a user experiences the problem across different devices, but other users on the same devices don't, it's likely related to their roaming profile settings. 
• User-specific settings: If the issue is tied to specific user settings like desktop layout, application preferences, or network configurations, it's likely a profile problem. 
• General rule of thumb, if only that user is effected on the machine look into the profile.

How to troubleshoot further:

• Test on another device: Try accessing the same features or performing the same actions on a different device with the same user profile to see if the problem persists. 
• Log on the affected device with a new profile: If you suspect a profile issue, try logging on yourself and see if the problem occurs on the new profile. Note - ensure you don’t have a current or existing profile on the device before validating this test.
• Remember that removing or deleting the profile will only fix some profile related issues, other times things need to be added to the profile to resolve the problem. 

Additional notes: 

When escalating to a tech two or three, relay to them what tests you’ve done either successfully or not that have lead you to believe it is profile or device related as this will drastically affect the time spent troubleshooting.