CHAPTER 4Common Support

Problems

CTS 217:Computer Training

& Support

Chapter ObjectivesIn this chapter, students will learn about:Categories of common support

problemsHow to apply problem-solving

processes to typical support problems

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Common End-User ProblemsHardware problemsSoftware problemsUser problemsDocumentation problemsVendor problemsOperating environment problemsNetwork problems

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Hardware Problems Installation and compatibility problemsConfiguration problemsMalfunctions

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Hardware Installation and Compatibility ProblemsHardware problems can occur:

During installation of new systems During upgrades of existing systems

Incompatible components are unable to operate together in the same system May be due to incorrect installation

Example: Incompatible RAM memory modules

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Hardware Configuration ProblemsHardware configuration problems

result when hardware component settings are incorrect for a specific environment Were more common before Plug and Play

standards Example: Incorrect graphics display card

settings

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Plug and Play StandardsPlug and Play standards: industry-

wide agreements among 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

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Hardware MalfunctionsActual malfunctions are a small

percentage of hardware problemsCan be reduced with a burn-in test

period A 48- to 72-hour period during which a new

computer is operated continuously Can discover obvious problems and identify

components whose operation is: Marginal Temperature sensitive

Example: Inoperative keyboard keys

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Hardware Malfunctions (continued)

Most likely to fail Electromechanical devices that have moving

parts Examples: Hard disk drive; printer

Least likely to fail Electronic components

Examples: CPU; RAM memoryHardware diagnostic tools can help identify

system burn-in and hardware malfunctions Example: Hardware diagnosis utilities from PC-

Diag

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Effective Hardware Problem-Solving Steps1. Check availability of updated device

drivers2. Use Windows troubleshooters3. Check Windows device manager for

problems4. Examine README files5. Search Internet for problem reports

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Software Problems Installation and compatibility problemsConfiguration problemsSoftware bugsPerformance problems

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Software Installation and Compatibility Not all software installs automatically Vendor solution: Installation software, a utility

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 Windows Registry and other start-up files

Example: Applications software incompatible with new operating system version

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Software Installation and Compatibility (continued)

Shareware Evaluation or trial period of 10-45 days before purchase May produce conflicts with other software

Freeware Free for personal use (may charge for commercial

version) May not be exhaustively tested for compatibility and

conflicts with other software Open Source

Free for personal or business use Designed and developed collaboratively by

programmers May carry OSI design certification

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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

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Software Configuration ProblemsResult 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 Windows Registry or other startup files Example: Installation of new application changes

default file associations in operating system

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Software BugsBug: a major error in a program due to:

Programmers’ coding mistakes Inability to anticipate every situation

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

Reduced through extensive beta testing Example: Incorrect format of large dollar

amounts in accounting program

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How Vendors Fix Bugs and Upgrade Their SoftwarePatch: 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 numberUpdate: 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

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How Vendors Fix Bugs and Upgrade Their Software (continued)

Service Pack (or Service Release): contains both updates and patches to fix problems with a version of a program

New release: an updated version of a program Contains new features the previous release did not

haveNew version: contains significant new features

Usually the result of a substantially rewritten program

Upgrade: a new version of an existing program Sold at a lower price to owners of a previous

version of the program

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Example of Software Release Numbering2.0 First release of a new version

May be offered as an upgrade for purchasers of version 1.0

2.1 An update release with new features

2.11 A bug-fix release; alternate: 2.1A2.1 SR-1 An updated version with a service

release installed

Some vendors use year of release as a primary version designation (e.g., Office 2007)

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Installing Software PatchesPrior to installing a software patch or

service pack Verify that the patch applies to the software

on a user’s system Install patches in sequence specified by

vendor Make a backup copy of the original program

After installing a software patch Keep a record of patches installed in case

software needs to be reinstalled

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How Vendors Fix Bugs and Upgrade Their Software (continued)

Workaround: a procedure or operation that accomplishes the same result as an original feature that does not work

Example: Same operation may be accomplished alternately via: Keyboard command Menu command Toolbar icon Shortcut keys

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Software Performance ProblemsSystem is operational but does not

operate as efficiently as it can or should

Often involves the interaction between hardware and software

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Software Performance Problems Performance problems occur when a

computer is: Operational but performance is inefficient Often result from a combination of hardware and

software problems Example: Slow read/write times on hard disk drive

may be due to: Lack of free space on drive Fragmented files Wasted space on drive Insufficient RAM memory results in disk accesses Malware infection

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User ProblemsMistakesMisunderstandingsWrong products Inadequate information or trainingForgotten information

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User MistakesAccount 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

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User MisunderstandingsProduct features or limitations not well

understood Example: User expects a product to be able

to perform tasks for which it was not intended

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Wrong ProductsUsers may purchase or install 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

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Inadequate Information or TrainingMany problems occur because a user

has not been properly trained to use hardware and software

Quick start behavior: 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

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Forgotten InformationUsers forget important information such as:

User names Passwords PINs Operating procedures

Solutions: 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

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Documentation ProblemsCommon sources of documentation

problems Poor organization Incorrect information Incomplete information

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Components of Good User DocumentationQuick start guideTutorial guide for beginnersReference manual for experienced

usersTroubleshooting guideOnline helpTroubleshooting wizards

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Vendor ProblemsCommon vendor problems

Tendency to oversell products (promise nonexistent features)

Misrepresent product features Delivery of software with known bugs Late delivery of products Promise of purchase rebates Vaporware: hardware or software products

that are described in vendor ads or press releases but that don’t really exist

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Operating Environment ProblemsProblems with computing facilities

Electricity, lighting, air conditioning Office furniture and equipment Workplace ergonomics

Problems with the computing environment Data backup and recovery Security threats Disaster and contingency planning

More on these problems in Chapter 9

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Network ProblemsNetwork problems are often a

combination of Hardware problems

Servers, hubs, routers, bridges, switches, gateways

Software problems Operating systems Workstation client software

Example: Use of network monitoring software to detect network bottleneck due to inadequate free space on server’s hard disk drive

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Troubleshooting Resources on the WebGeneral troubleshooting

pcsupport.about.com www.askdrtech.com/default.asp www.smartcomputing.com/

techsupport

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Troubleshooting Resources on the Web (continued)

Hardware troubleshooting www.pcguide.com/ts/index.html www.directron.org/howtobuilyou.html www.tomshardware.com/us www.macintoshos.com/

troubleshooting/troubleshooting.html

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Troubleshooting Resources on the Web (continued)

Software troubleshooting www.helpwithwindows.com support.microsoft.com guides.macrumors.com/

Troubleshooting_Software_Problems

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Troubleshooting Resources on the Web (continued)

Other resources www.google.com www.ask.com www.zdnet.com www.about/com/compute

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Problem-Solving Applied to Typical End-User ProblemsProblem 1: Sounds Like TroubleProblem 2: The Problem with ModemsProblem 3: Give Credit Where It Is DueProblem 4: Antivirus Protection Worth

Every Cent You Pay for ItProblem 5: The Path Not TakenProblem 6: The Nonresponsive NetworkProblem 7: The Big, Red, X

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Chapter SummaryCategories of common end-user computer

problems1. Hardware Problems

a) Installationb) Compatibilityc) Configurationd) Malfunction

2. Software Problemsa) Installationb) Compatibilityc) Configurationd) Software Bugse) Performance

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Chapter Summary (continued)

Categories of common end-user computer problems

3. User Problemsa) Mistakesb) Misunderstandingsc) Wrong productsd) Inadequate information or traininge) Forgotten information

4. Documentation Problemsa) Poor organizationb) Incorrect informationc) Incomplete information

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Chapter Summary (continued)

Categories of common end-user computer problems

5. Vendor Problemsa) Oversell product featuresb) Misrepresent product featuresc) Delivery with known bugsd) Late deliverye) Promised rebatesf) Vaporware

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Chapter Summary (continued)

Categories of common end-user computer problems6. Operating Environment Problems

a) Computing Facilities b) Computing Environment

7. Network Problemsa) Network hardwareb) Network software

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