By Anthony W. Hill & Course Technology1 Common End User Problems.

By Anthony W. Hill & Course Technology 1

Common End User ProblemsCommon End User Problems

Common End User ProblemsCommon End User ProblemsHardware problemsSoftware problemsUser problemsDocumentation problemsVendor problemsFacilities problems

Note: your text concentrates on PC problems - your problems may have a greater range depending on your environment

Hardware ProblemsHardware Problems

Installation and compatibilityConfigurationMalfunctions

Hardware Installation and Compatibility Problems

Hardware problems are common upon first attempt to use a new hardware product or upgrade an old oneIncompatibility: Inability of computer components to operate together in the same systemMay be due to incorrect installation

Hardware Configuration ProblemsHardware Configuration Problems

Caused when hardware component settings are wrong for the computer environmentWere more common before Plug and Play standards

Plug and Play StandardsPlug and Play Standards

A computer industry agreement between hardware and operating system vendorsSpecify the communication methods an operating system uses to recognize and incorporate hardware components into an operational systemCan help load appropriate drivers, but do not always automatically adjust software settings to take maximum advantage of new hardware’s capabilities

Hardware MalfunctionsHardware Malfunctions

Small percentage of hardware problemsCan be avoided by a burn-in period– A 48- to 72-hour period during which a new

computer is operated nonstop– Can discover obvious problems and identify any

marginal or temperature-sensitive components

continued

Hardware MalfunctionsHardware Malfunctions

Electromechanical devices that have moving parts are more likely to develop problems than electronic componentsHardware diagnostic tools can help with system burn-in and common hardware malfunctions

To Solve Hardware ProblemsTo Solve Hardware Problems

Look for possible interaction problems between hardware and softwareExamine any applicable README files for updated compatibility informationCheck vendor Web sites for updated drivers and software patches

Software ProblemsSoftware Problems

Installation and compatibilityConfigurationBugsPerformance

Software Installation and Compatibility

Not all software installs automaticallyShareware software downloaded from the Internet may produce conflicts with other software– Conflict: Two computer components use systems

resources (CPU, memory, peripheral devices) in different and incompatible ways

Installation SoftwareInstallation Software

Automatically creates subdirectories with correct path namesExamines hardware configuration to determine whether hardware and software are compatibleAutomatically sets configuration options in software to match hardware

Software Configuration ProblemsSoftware Configuration Problems

Result when software options are not set for the specific operating environment or hardwareMay occur when users:– Install or upgrade new hardware or software– Attempt to use a software feature for the first time

Software BugsSoftware Bugs

Major errors in a software program due to coding mistakesOccur more often in custom-written programs and programs written for a limited market segmentOccur most often in infrequently used features of a programAre often eliminated during testing

How Software Vendors Fix Bugs and Provide New Features

New version– Contains significant new features– Usually the result of a substantially rewritten program

Upgrade– A new version of an existing program that is sold at a

lower cost to owners of previous version of the program

continued

New release– An updated version of a software program that

contains some new features the original did not have

Update– A bug fix release that repairs known bugs in a

previous version

continued

Patch– A replacement for one or a few small modules in a

software package that fixes known bugs– Usually designated by adding a digit or letter to a

version number

continued

Service release– A replacement for a small section of a program that

repairs a specific bug

Workaround– A procedure or feature that accomplishes the same

result as another feature that does not work due to a bug

Example of Software Release Numbering

2.0: First release of a new version2.1: An update with new features2.11: Bug-fix release

Software Performance ProblemsSoftware Performance Problems

System is operational but does not operate as efficiently as it can or shouldOften involve the interaction of hardware and software

Sample Software Performance Problem

Problem– System seems sluggish

Possible causes– Hard disk drive may be almost full– Hard disk may be fragmented– Hard drive may have wasted space because links to

free space are lost– Insufficient RAM to run the software

User ProblemsUser Problems

MistakesMisunderstandingsWrong productsPoor trainingForgotten information

MistakesMistakes

Account for significant percentage of common problemsExample: Inadvertent key sequence errorsWell-designed computer systems:– Anticipate potential user mistakes– Alert the user– Provide corrective action

MisunderstandingsMisunderstandings

About product features or limitationsExample: User may expect a product to be able to perform tasks for which it was not intended

Wrong ProductsWrong Products

Users may purchase the wrong product to accomplish a taskExamples– Purchase of software package or hardware

peripheral that is incompatible with existing system– Purchase of software without under-standing its

capabilities and limitations or without knowledge of alternatives

Poor TrainingPoor Training

Quick start behaviour: A tendency among computer users to forego reading installation manual and get a new hardware or software component installed and operational as soon as possibleTranslates into waste and lost user productivity

Forgotten InformationForgotten Information

Cheat sheets are an effective aid

Documentation ProblemsDocumentation Problems

Poor organizationIncorrect or incomplete information

Components of Good User Documentation

Quick start guideTutorial guideReference manualTroubleshooting guideOnline help

Vendor ProblemsVendor Problems

Tendency to oversell products (promise nonexistent features)Misrepresentation of product featuresDelivery of software with known bugsLate delivery of productsVapourware: Hardware or software products that are described in ads or press releases but that don’t really exist

Facilities ProblemsFacilities Problems

VirusesBackup mediaSecurityErgonomic issues

Examples of End User Problems

1. Sounds like trouble2. The problem with modems3. Give credit where credit is due4. Non responsive network

By Anthony W. Hill & Course Technology1 Common End User Problems.

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