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CHAPTER 4

CTS 217: Computer Training & Support. CHAPTER 4. Common Support Problems. Chapter Objectives. In this chapter, students will learn about: Categories of common support problems How to apply problem-solving processes to typical support problems . Common End-User Problems. Hardware problems

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CHAPTER 4

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  1. CTS 217: Computer Training & Support CHAPTER 4 Common Support Problems

  2. Chapter Objectives In this chapter, students will learn about: • Categories of common support problems • How to apply problem-solving processes to typical support problems

  3. Common End-User Problems • Hardware problems • Software problems • User problems • Documentation problems • Vendor problems • Operating environment problems • Network problems

  4. Hardware Problems • Installation and compatibility problems • Configuration problems • Malfunctions

  5. Hardware Installation and Compatibility Problems • Hardware 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

  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 • Example: Incorrect graphics display card settings

  7. Plug and Play Standards • Plug 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

  8. Hardware Malfunctions • Actual malfunctions are a small percentage of hardware problems • Can be reduced with a burn-intest 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

  9. 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 memory • Hardware diagnostic tools can help identify system burn-in and hardware malfunctions • Example: Hardware diagnosis utilities from PC-Diag

  10. Effective Hardware Problem-Solving Steps • Check availability of updated device drivers • Use Windows troubleshooters • Check Windows device manager for problems • Examine README files • Search Internet for problem reports

  11. Software Problems • Installation and compatibility problems • Configuration problems • Software bugs • Performance problems

  12. 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

  13. 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

  14. 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

  15. 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 Windows Registry or other startup files • Example: Installation of new application changes default file associations in operating system

  16. Software Bugs • Bug: 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

  17. How Vendors Fix Bugs and Upgrade Their Software • Patch: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 • Update: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

  18. 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 have • New 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

  19. Example of Software Release Numbering • 2.0 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: 2.1A • 2.1 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)

  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 • 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

  21. 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

  22. Software Performance Problems • System is operational but does not operate as efficiently as it can or should • Often involves the interaction between hardware and software

  23. 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

  24. User Problems • Mistakes • Misunderstandings • Wrong products • Inadequate information or training • Forgotten information

  25. User 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

  26. User Misunderstandings • Product features or limitations not well understood • Example: User expects a product to be able to perform tasks for which it was not intended

  27. Wrong Products • Users 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

  28. Inadequate Information or Training • Many 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

  29. Forgotten Information • Users 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

  30. Documentation Problems • Common sources of documentation problems • Poor organization • Incorrect information • Incomplete information

  31. Components of Good User Documentation • Quick start guide • Tutorial guide for beginners • Reference manual for experienced users • Troubleshooting guide • Online help • Troubleshooting wizards

  32. Vendor Problems • Common 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

  33. Operating Environment Problems • Problems 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

  34. Network Problems • Network 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

  35. Troubleshooting Resources on the Web • General troubleshooting • pcsupport.about.com • www.askdrtech.com/default.asp • www.smartcomputing.com/techsupport

  36. 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

  37. Troubleshooting Resources on the Web (continued) • Software troubleshooting • www.helpwithwindows.com • support.microsoft.com • guides.macrumors.com/Troubleshooting_Software_Problems

  38. Troubleshooting Resources on the Web (continued) • Other resources • www.google.com • www.ask.com • www.zdnet.com • www.about/com/compute

  39. 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: Antivirus Protection Worth Every Cent You Pay for It Problem 5: The Path Not Taken Problem 6: The Nonresponsive Network Problem 7: The Big, Red, X

  40. Chapter Summary Categories of common end-user computer problems • Hardware Problems • Installation • Compatibility • Configuration • Malfunction • Software Problems • Installation • Compatibility • Configuration • Software Bugs • Performance

  41. Chapter Summary (continued) Categories of common end-user computer problems • User Problems • Mistakes • Misunderstandings • Wrong products • Inadequate information or training • Forgotten information • Documentation Problems • Poor organization • Incorrect information • Incomplete information

  42. Chapter Summary (continued) Categories of common end-user computer problems • Vendor Problems • Oversell product features • Misrepresent product features • Delivery with known bugs • Late delivery • Promised rebates • Vaporware

  43. Chapter Summary (continued) Categories of common end-user computer problems 6. Operating Environment Problems • Computing Facilities • Computing Environment • Network Problems • Network hardware • Network software

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