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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. Learning Objectives. Types of common end user computer problems

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Chapter 5: Common Support Problems

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  1. Chapter 5: Common Support Problems A Guide to Computer User Support for Help Desk and Support Specialists second edition by Fred Beisse

  2. Learning Objectives • Types of common end user computer problems • The problem-solving process support specialists use to solve several typical user support problems

  3. Common End User Problems • Hardware problems • Software problems • User problems • Documentation problems • Vendor problems • Facilities problems

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

  5. 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

  6. Hardware Configuration Problems • Caused when hardware component settings are incorrect for a specific environment • Were more common before Plug and Play standards

  7. Plug 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

  8. Hardware 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

  9. 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

  10. Software Problems • Installation and compatibility • Configuration • Bugs • Performance

  11. 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

  12. 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

  13. 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

  14. Software 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

  15. 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

  16. 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

  17. 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

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

  19. 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

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

  21. 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

  22. Misunderstandings • About product features or limitations • Example: User may expect a product to be able to perform tasks for which it was not intended

  23. 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 or without knowledge of alternatives

  24. Inadequate 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

  25. Forgotten 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

  26. Documentation Problems • Poor organization • Incorrect or incomplete information

  27. Components of Good User Documentation • Quick start guide • Tutorial guide for beginners • Reference manual for experience users • Troubleshooting guide • Online help

  28. 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: Hardware or software products that are described in vendor ads or press releases but that don’t really exist

  29. Facilities Problems • Viruses • Backup media • Security • Ergonomic issues

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