chapter 5 chapter 5: common support problems a guide to computer user support for help desk and...
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Chapter 5
Chapter 5: Common Support Problems
Chapter 5: Common Support Problems
A Guide to Computer User Support for Help Desk and
Support Specialists
second edition
by Fred Beisse
Chapter 5
Learning ObjectivesLearning Objectives
Types of common end user computer problems
The problem-solving process support specialists use to solve several typical user support problems
Chapter 5
Common End User ProblemsCommon End User Problems
Hardware problems Software problems User problems Documentation problems Vendor problems Facilities problems
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Hardware ProblemsHardware Problems
Installation and compatibility Configuration problems Malfunctions
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Hardware Installation and Compatibility Problems
Hardware Installation and Compatibility Problems
Hardware problems are common during installation of new systems and upgrades of old ones
Incompatibility: Inability of computer components to operate together in the same system
May be due to incorrect installation
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Hardware Configuration Problems
Hardware Configuration Problems
Caused when hardware component settings are incorrect for a specific environment
Were more common before Plug and Play standards
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Plug and Play StandardsPlug and Play Standards
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
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Hardware MalfunctionsHardware Malfunctions
Small percentage of hardware problems Can 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
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Hardware Malfunctions (continued)Hardware Malfunctions (continued)
Electromechanical devices that have moving parts are more likely to malfunction than electronic components
Hardware diagnostic tools can help with system burn-in and common hardware malfunctions
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Software ProblemsSoftware Problems
Installation and compatibility Configuration Bugs Performance
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Software Installation and Compatibility
Software Installation and Compatibility
Not all software installs automatically Vendor solution: Installation software - a
utility program that aids in the installation of other software package Automatically creates subdirectories with correct
path names Examines hardware configuration to determine
whether hardware and software are compatible Automatically sets configuration options in
software to match hardware
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Software Installation and Compatibility (continued)
Software Installation and Compatibility (continued)
Shareware 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
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Software Configuration ProblemsSoftware 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
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Software BugsSoftware Bugs
Software bugs - Major errors 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 often eliminated during testing
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How Vendors Fix Bugs and Upgrade their Software
How Vendors Fix Bugs and Upgrade their Software
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
New release An updated version of a software program that
contains some new features the original did not have
continued
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How Vendors Fix Bugs and Upgrade their Software (continued)
How Vendors Fix Bugs and Upgrade their Software (continued)
Update A bug fix release that repairs known bugs in a
previous version 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
Service release A replacement for a small section of a program
that repairs a specific bug
continued
Chapter 5
Example of Software Release Numbering
Example of Software Release Numbering
2.0: First release of a new version 2.1: An update with new features 2.11: Bug-fix release An alternative to software repairs:
Workaround - A procedure or feature that accomplishes the same result as another feature that does not work due to a bug
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Software Performance ProblemsSoftware Performance Problems
System is operational but does not operate as efficiently as it can or should
Often involve the interaction of hardware and software
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Sample Software Performance Problem
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
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User ProblemsUser Problems
Mistakes Misunderstandings Wrong products Inadequate training Forgotten information
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MistakesMistakes
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
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MisunderstandingsMisunderstandings
About product features or limitations Example: User may expect a product to
be able to perform tasks for which it was not intended
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Wrong ProductsWrong 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 or without knowledge of alternatives
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Inadequate TrainingInadequate Training
Many problems occur because a user has not been properly trained to use the hardware and software.
Quick start behavior: A tendency among computer users to forego reading the installation manual and 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 InformationForgotten Information
Examples: user names, passwords, PINs, operating procedures
Reference sheets are an effective aid Tip: Users should be encouraged to
write down a reminder of their password instead of the password itself
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Documentation ProblemsDocumentation Problems
Poor organization Incorrect or incomplete information
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Components of Good User Documentation
Components of Good User Documentation
Quick start guide Tutorial guide for beginners Reference manual for experience users Troubleshooting guide Online help
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Vendor ProblemsVendor 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: Hardware or software products
that are described in vendor ads or press releases but that don’t really exist
Chapter 5
Facilities ProblemsFacilities Problems
Viruses Backup media Security Ergonomic issues