Chapter 5 Common Support Problems

1. Chapter 5Common Support Problems

2. Learning Objectives • Types of common end-user computer problems • How the problem-solving processes are applied to solve several typical support problems Guide to Computer User Support, 3e 2

3. Categories of End-user Problems • Hardware problems • Software problems • User problems • Documentation problems • Vendor problems • Facilities problems Guide to Computer User Support, 3e 3

4. Hardware Problems • Installation and compatibility • Configuration problems • Malfunctions Guide to Computer User Support, 3e 4

5. Hardware Installation and Compatibility Problems • 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 Guide to Computer User Support, 3e 5

6. Hardware Configuration Problems • Hardware configuration problems result when hardware component settings are incorrect for a specific environment • Were more common before Plug and Play standards Guide to Computer User Support, 3e 6

7. Plug and Play Standards • 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 Guide to Computer User Support, 3e 7

8. Hardware Malfunctions • 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 is • marginal • temperature-sensitive Guide to Computer User Support, 3e 8

9. Hardware Malfunctions (continued) • 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 Guide to Computer User Support, 3e 9

10. Software Problems • Installation and compatibility • Configuration • Software Bugs • Performance Guide to Computer User Support, 3e 10

11. Software Installation and Compatibility • 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 Guide to Computer User Support, 3e 11

12. Software Installation and Compatibility (continued) • 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 Guide to Computer User Support, 3e 12

13. Software Installation and Compatibility (continued) • 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 Guide to Computer User Support, 3e 13

14. Software Configuration Problems • 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 Guide to Computer User Support, 3e 14

15. Software Bugs • 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 Guide to Computer User Support, 3e 15

16. How Vendors Fix Bugs and Upgrade their Software • 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 Guide to Computer User Support, 3e 16

17. How Vendors Fix Bugs and Upgrade their Software (continued) • 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 Guide to Computer User Support, 3e 17

18. 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 Guide to Computer User Support, 3e 18

19. Example of Software Release Numbering • 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) Guide to Computer User Support, 3e 19

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 Guide to Computer User Support, 3e 20

21. Software Performance Problems • System is operational but does not operate as efficiently as it can or should • Often involve the interaction between hardware and software Guide to Computer User Support, 3e 21

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 Guide to Computer User Support, 3e 22

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 Guide to Computer User Support, 3e 23

24. Sample Software Performance Problem • 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 Guide to Computer User Support, 3e 24

25. User Problems • Mistakes • Misunderstandings • Wrong products • Inadequate training • Forgotten information Guide to Computer User Support, 3e 25

26. Mistakes • 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 Guide to Computer User Support, 3e 26

27. Misunderstandings • 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 Guide to Computer User Support, 3e 27

28. Wrong Products • 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 Guide to Computer User Support, 3e 28

29. Inadequate Training • 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 Guide to Computer User Support, 3e 29

30. Forgotten Information • 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 Guide to Computer User Support, 3e 30

31. Documentation Problems • Common sources of documentation problems • Poor organization • Incorrect information • Incomplete information Guide to Computer User Support, 3e 31

32. Components of Good User Documentation • Quick start guide • Tutorial guide for beginners • Reference manual for experience users • Troubleshooting guide • Online help Guide to Computer User Support, 3e 32

33. Components of Good User Documentation • 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 Guide to Computer User Support, 3e 33

34. Facilities Problems • 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 Guide to Computer User Support, 3e 34

35. 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 Guide to Computer User Support, 3e 35

36. Chapter Summary Common categories of end-user computer problems • Hardware • Installation • Compatibility • Configuration • Malfunction • Software • Installation • Compatibility • Configuration • Software Bugs • Performance Guide to Computer User Support, 3e 36

37. Chapter Summary (continued) Common categories of end-user computer problems • Users • Mistakes • Misunderstandings • Wrong products • Inadequate training • Forgotten information • Documentation • Poor organization • Incorrect information • Incomplete information Guide to Computer User Support, 3e 37

38. Chapter Summary (continued) Common categories of end-user computer problems • Vendors • Oversell product features • Misrepresent product features • Delivery with known bugs • Late delivery • Promised rebates • Vaporware • Facilities • Viruses • Media backups • Security • Ergonomic problems Guide to Computer User Support, 3e 38