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

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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