CHAPTER 4Common Support
Problems
CTS 217:Computer Training
& Support
Chapter ObjectivesIn this chapter, students will learn about:Categories of common support
problemsHow to apply problem-solving
processes to typical support problems
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Common End-User ProblemsHardware problemsSoftware problemsUser problemsDocumentation problemsVendor problemsOperating environment problemsNetwork problems
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Hardware Problems Installation and compatibility problemsConfiguration problemsMalfunctions
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Hardware Installation and Compatibility ProblemsHardware 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
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Hardware Configuration ProblemsHardware 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
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Plug and Play StandardsPlug 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
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Hardware MalfunctionsActual malfunctions are a small
percentage of hardware problemsCan be reduced with a burn-in test
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
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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 memoryHardware diagnostic tools can help identify
system burn-in and hardware malfunctions Example: Hardware diagnosis utilities from PC-
Diag
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Effective Hardware Problem-Solving Steps1. Check availability of updated device
drivers2. Use Windows troubleshooters3. Check Windows device manager for
problems4. Examine README files5. Search Internet for problem reports
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Software Problems Installation and compatibility problemsConfiguration problemsSoftware bugsPerformance problems
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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
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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
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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
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Software Configuration ProblemsResult 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
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Software BugsBug: 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
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How Vendors Fix Bugs and Upgrade Their SoftwarePatch: 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 numberUpdate: 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
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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
haveNew 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
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Example of Software Release Numbering2.0 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: 2.1A2.1 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)
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Installing Software PatchesPrior 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
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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
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Software Performance ProblemsSystem is operational but does not
operate as efficiently as it can or should
Often involves the interaction between hardware and software
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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
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User ProblemsMistakesMisunderstandingsWrong products Inadequate information or trainingForgotten information
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User MistakesAccount 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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User MisunderstandingsProduct features or limitations not well
understood Example: User expects a product to be able
to perform tasks for which it was not intended
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Wrong ProductsUsers 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
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Inadequate Information or TrainingMany 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
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Forgotten InformationUsers 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
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Documentation ProblemsCommon sources of documentation
problems Poor organization Incorrect information Incomplete information
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Components of Good User DocumentationQuick start guideTutorial guide for beginnersReference manual for experienced
usersTroubleshooting guideOnline helpTroubleshooting wizards
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Vendor ProblemsCommon 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
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Operating Environment ProblemsProblems 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
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Network ProblemsNetwork 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
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Troubleshooting Resources on the WebGeneral troubleshooting
pcsupport.about.com www.askdrtech.com/default.asp www.smartcomputing.com/
techsupport
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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
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Troubleshooting Resources on the Web (continued)
Software troubleshooting www.helpwithwindows.com support.microsoft.com guides.macrumors.com/
Troubleshooting_Software_Problems
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Troubleshooting Resources on the Web (continued)
Other resources www.google.com www.ask.com www.zdnet.com www.about/com/compute
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Problem-Solving Applied to Typical End-User ProblemsProblem 1: Sounds Like TroubleProblem 2: The Problem with ModemsProblem 3: Give Credit Where It Is DueProblem 4: Antivirus Protection Worth
Every Cent You Pay for ItProblem 5: The Path Not TakenProblem 6: The Nonresponsive NetworkProblem 7: The Big, Red, X
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Chapter SummaryCategories of common end-user computer
problems1. Hardware Problems
a) Installationb) Compatibilityc) Configurationd) Malfunction
2. Software Problemsa) Installationb) Compatibilityc) Configurationd) Software Bugse) Performance
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Chapter Summary (continued)
Categories of common end-user computer problems
3. User Problemsa) Mistakesb) Misunderstandingsc) Wrong productsd) Inadequate information or traininge) Forgotten information
4. Documentation Problemsa) Poor organizationb) Incorrect informationc) Incomplete information
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Chapter Summary (continued)
Categories of common end-user computer problems
5. Vendor Problemsa) Oversell product featuresb) Misrepresent product featuresc) Delivery with known bugsd) Late deliverye) Promised rebatesf) Vaporware
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Chapter Summary (continued)
Categories of common end-user computer problems6. Operating Environment Problems
a) Computing Facilities b) Computing Environment
7. Network Problemsa) Network hardwareb) Network software
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