This application provides a troubleshooting method and apparatus. The troubleshooting method includes obtaining key performance indicator (KPI) information of each service processor in a monitored network element; determining a faulty object according to the KPI information; determining a troubleshooting policy according to the faulty object; and sending the troubleshooting policy to a management unit in a network function virtualization (NFV) system, so that the management unit uses the troubleshooting policy to perform troubleshooting. Using the method or apparatus in this application, a problem of relatively low precision in fault locating according to a heartbeat message of a network element can be resolved.