Chapter 5 Common Support Problems. Guide to Computer User Support, 3e 2 Types of common end-user computer problems How the problem-solving processes are

Chapter 5

Common Support Problems

Guide to Computer User Support, 3e 2

• Types of common end-user computer problems

• How the problem-solving processes are applied to solve several typical support problems

Learning Objectives


• Hardware problems

• Software problems

• User problems

• Documentation problems

• Vendor problems

• Facilities problems

Categories of End-user Problems


• Installation and compatibility

• Configuration problems

• Malfunctions

Hardware 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

Hardware Installation and Compatibility Problems


• Hardware configuration problems result when hardware component settings are incorrect for a specific environment

• Were more common before Plug and Play standards

Hardware Configuration Problems


• 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

Plug and Play Standards


• 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 ismarginal

temperature-sensitive

Hardware Malfunctions


• 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

Hardware Malfunctions (continued)


• Installation and compatibility

• Configuration

• Software Bugs

• Performance

Software Problems


• 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

Software Installation and Compatibility


• 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

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

Software Installation and Compatibility (continued)


• 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

Software Configuration Problems


• 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

Software Bugs


• 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

How Vendors Fix Bugs and Upgrade their Software


• 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


(continued)



(continued)

• Service Pack (Service Release)• A service pack contains both updates and patches to fix problems with a

version of a program


• 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)

Example of Software Release Numbering


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


• System is operational but does not operate as efficiently as it can or should

• Often involve the interaction between hardware and software

Software Performance Problems


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


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


• 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

Sample Software Performance Problem


• Mistakes

• Misunderstandings

• Wrong products

• Inadequate training

• Forgotten information

User Problems


• 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

Mistakes


• 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

Misunderstandings


• 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

Wrong Products


• 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

Inadequate Training


• 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

Forgotten Information


Documentation ProblemsDocumentation Problems

• Common sources of documentation problems• Poor organization

• Incorrect information

• Incomplete information


• Quick start guide

• Tutorial guide for beginners

• Reference manual for experience users

• Troubleshooting guide

• Online help

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

Components of Good User Documentation


• 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

Facilities Problems


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


Chapter SummaryCommon categories of end-user computer problems

1. Hardwarea) Installationb) Compatibilityc) Configurationd) Malfunction

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


Chapter Summary (continued)Common categories of end-user computer problems

3. Usersa) Mistakes

b) Misunderstandings

c) Wrong products

d) Inadequate training

e) Forgotten information

4. Documentationa) Poor organization

b) Incorrect information

c) Incomplete information


Chapter Summary (continued)Common categories of end-user computer problems

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

6. Facilitiesa) Virusesb) Media backupsc) Securityd) Ergonomic problems

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Chapter 5 Common Support Problems. Guide to Computer User Support, 3e 2 Types of common end-user computer problems How the problem-solving processes are