Chapter 5 Common Support Problems
description
Transcript of Chapter 5 Common Support Problems
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Chapter 5
Common Support Problems
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Guide to Computer User Support, 3e 2
• Types of common end-user computer problems
• How the problem-solving processes are applied to solve several typical support problems
Learning Objectives
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Guide to Computer User Support, 3e 3
• Hardware problems
• Software problems
• User problems
• Documentation problems
• Vendor problems
• Facilities problems
Categories of End-user Problems
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Guide to Computer User Support, 3e 4
• Installation and compatibility
• Configuration problems
• Malfunctions
Hardware Problems
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Guide to Computer User Support, 3e 5
• Hardware problems are common during installation of new systems and upgrades of existing ones
• Incompatible components are those that are unable to operate together in the same system• May be due to incorrect installation
Hardware Installation and Compatibility Problems
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Guide to Computer User Support, 3e 6
• Hardware configuration problems result when hardware component settings are incorrect for a specific environment
• Were more common before Plug and Play standards
Hardware Configuration Problems
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Guide to Computer User Support, 3e 7
• Plug and Play standards are industry-wide agreements between hardware and operating system vendors about hardware installation and configuration options
• Specify the communication methods an operating system uses to recognize and incorporate hardware components into an operational system
• Can help load appropriate drivers, but do not always automatically adjust software settings to take maximum advantage of new hardware’s capabilities
Plug and Play Standards
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Guide to Computer User Support, 3e 8
• Small percentage of hardware problems
• Can be reduced with a burn-in period
• A 48- to 72-hour period during which a new computer is operated nonstop
• Can discover obvious problems and identify components whose operation ismarginal
temperature-sensitive
Hardware Malfunctions
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Guide to Computer User Support, 3e 9
• Most likely• Electromechanical devices that have moving parts
• Examples: hard disk drive; printer
• Least likely• Electronic components
• Examples: CPU; RAM memory
• Hardware diagnostic tools can help identify system burn-in and common hardware malfunctions
• Example: Symantec’s Norton SystemWorks
Hardware Malfunctions (continued)
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Guide to Computer User Support, 3e 10
• Installation and compatibility
• Configuration
• Software Bugs
• Performance
Software Problems
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Guide to Computer User Support, 3e 11
• Not all software installs automatically
• Vendor solution: Installation software is a utility program that aids in the installation of other software packages
• Examines hardware configuration to determine whether hardware and software are compatible
• Creates folders with correct path names
• Sets configuration options in software to match hardware
• Copies files to correct folders
• Updates Registry (Windows) and other start-up files
Software Installation and Compatibility
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Guide to Computer User Support, 3e 12
• Shareware is software downloaded from the Internet• evaluation or trial period of 10-45 days before purchase
• may produce conflicts with other software
• Freeware is software downloaded from the Internet• no charge for personal use
• may not be exhaustively tested for compatibility and conflicts with other software
Software Installation and Compatibility (continued)
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Guide to Computer User Support, 3e 13
• Conflict occurs when two software packages use systems resources (CPU, memory, peripheral devices) in different and incompatible ways
• Result of conflicts: Inoperable system
Poor performance
Software Installation and Compatibility (continued)
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Guide to Computer User Support, 3e 14
• Result when software options are not set for the specific operating environment or hardware
• May occur when users:
• Install or upgrade new hardware or software
• Attempt to use a software feature for the first time
• Attempt to modify configuration information in the system Registry (Windows) or other startup files
Software Configuration Problems
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Guide to Computer User Support, 3e 15
• A software bug is a major error in a program due to programmers’ coding mistakes
• Occur more often in custom-written programs and programs written for a limited market segment
• Occur most often in infrequently used features of a program
• Are reduced through extensive beta testing
Software Bugs
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Guide to Computer User Support, 3e 16
• New version• A new version contains significant new features
• Usually the result of a substantially rewritten program
• Upgrade• An upgrade is a new version of an existing program that is sold at a lower
cost to owners of a previous version of the program
• New release• A release is an updated version of a program
• Contains some new features the original did not have
How Vendors Fix Bugs and Upgrade their Software
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Guide to Computer User Support, 3e 17
• Update• An update is a bug fix software release
• Repairs known bugs in a previous version
• Some vendors offer automatic updates via the Internet to keep programs up-to-date
• Patch• A patch is a replacement for one or a few modules in a software package
that fixes known bugs
• Usually designated by adding a digit or letter to a version number
How Vendors Fix Bugs and Upgrade their Software
(continued)
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How Vendors Fix Bugs and Upgrade their Software
(continued)
• Service Pack (Service Release)• A service pack contains both updates and patches to fix problems with a
version of a program
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Guide to Computer User Support, 3e 19
• 2.0: First release of a new version
•May be an upgrade for purchasers of version 1.0
• 2.1: An update release with new features
• 2.11: A bug-fix release; alternate: 2.1A
• 2.1 SR-1: An update with a service release installed
• Some vendors now use year of release as a primary version designation (e.g., Windows 2000)
Example of Software Release Numbering
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Guide to Computer User Support, 3e 20
Installing Software Patches
• Prior to installing a software patch or service pack• Verify that the patch applies to the software on a user’s system
• Make a backup copy of the original program
• After installing a software patch• Keep a record of patches installed
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Guide to Computer User Support, 3e 21
• System is operational but does not operate as efficiently as it can or should
• Often involve the interaction between hardware and software
Software Performance Problems
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Guide to Computer User Support, 3e 22
Software Workarounds
• Workaround is a procedure or feature that accomplishes the same result as a feature that does not work due to a bug or other malfunction• Look for alternative
• Keyboard commands
• Menu commands
• Toolbar icons
• Shortcut keys
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Guide to Computer User Support, 3e 23
Software Performance Problems
• Performance problems occur when a computer is
• Operational
• Operation is not as efficient as it can be
• Often result from a combination of hardware and software problems
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Guide to Computer User Support, 3e 24
• Problem• System seems sluggish
• Possible causes• Hard disk drive may be nearly full
• Hard disk may be fragmented
• Hard drive may have wasted space because links to free space are lost
• Insufficient RAM to run software
Sample Software Performance Problem
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Guide to Computer User Support, 3e 25
• Mistakes
• Misunderstandings
• Wrong products
• Inadequate training
• Forgotten information
User Problems
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Guide to Computer User Support, 3e 26
• Account for significant percentage of common problems
• Example: Inadvertent keystroke errors
• Solution: well-designed computer systems
• Anticipate potential user mistakes
• Alert the user
• Provide corrective action
Mistakes
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Guide to Computer User Support, 3e 27
• Product features or limitations not well-understood
• Example: User may expect a product to be able to perform tasks for which it was not intended
Misunderstandings
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Guide to Computer User Support, 3e 28
• Users may purchase the wrong product to accomplish a task
• Examples
• Purchase of software package or hardware peripheral that is incompatible with existing system
• Purchase of software without
• understanding its capabilities and limitations
• knowledge of alternative program
Wrong Products
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Guide to Computer User Support, 3e 29
• Many problems occur because a user has not been properly trained to use hardware and software
• Quick start behavior is a tendency among computer users to• skip the installation manual
• attempt to get a new hardware or software component installed and operational as quickly as possible
• Translates into waste and lost user productivity
Inadequate Training
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Guide to Computer User Support, 3e 30
• Examples:• User names
• Passwords
• PINs
• Operating procedures
• Reference sheets are an effective aid to recall procedures
• Tip: Users should be encouraged to write down a reminder of their password instead of the password itself
Forgotten Information
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Documentation ProblemsDocumentation Problems
• Common sources of documentation problems• Poor organization
• Incorrect information
• Incomplete information
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Guide to Computer User Support, 3e 32
• Quick start guide
• Tutorial guide for beginners
• Reference manual for experience users
• Troubleshooting guide
• Online help
Components of Good User Documentation
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Guide to Computer User Support, 3e 33
• Common vendor problems• Tendency to oversell products (promise nonexistent features)
• Misrepresentation of product features
• Delivery of software with known bugs
• Late delivery of products
• Promise of purchase rebates
• Vaporware is hardware or software products that are described in vendor ads or press releases but that don’t really exist
Components of Good User Documentation
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Guide to Computer User Support, 3e 34
• Viruses
• Backup media
• Security
• Ergonomic issues
• Network Problems• Are problems with networks a unique category of problems?
Most network problems are due to hardware or software problems or a combination of other problems, such as the interaction between hardware and software
Facilities Problems
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Problem-solving Applied to Typical End-user Problems
• Problem 1: Sounds like trouble
• Problem 2: The problem with modems
• Problem 3: Give credit where it is due
• Problem 4: The worst hard drive crash ever
• Problem 5: The path not taken
• Problem 6: The nonresponsive network
• Problem 7: Out of time
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Guide to Computer User Support, 3e 36
Chapter SummaryCommon categories of end-user computer problems
1. Hardwarea) Installationb) Compatibilityc) Configurationd) Malfunction
2. Softwarea) Installationb) Compatibilityc) Configurationd) Software Bugse) Performance
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Chapter Summary (continued)Common categories of end-user computer problems
3. Usersa) Mistakes
b) Misunderstandings
c) Wrong products
d) Inadequate training
e) Forgotten information
4. Documentationa) Poor organization
b) Incorrect information
c) Incomplete information
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Chapter Summary (continued)Common categories of end-user computer problems
5. Vendorsa) Oversell product featuresb) Misrepresent product featuresc) Delivery with known bugsd) Late deliverye) Promised rebatesf) Vaporware
6. Facilitiesa) Virusesb) Media backupsc) Securityd) Ergonomic problems