chapter 5 common support problems

Chapter 5

Common Support Problems

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• Types of common end-user computer problems

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

Learning Objectives

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• Hardware problems

• Software problems

• User problems

• Documentation problems

• Vendor problems

• Facilities problems

Categories of End-user Problems

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• Installation and compatibility

• Configuration problems

• Malfunctions

Hardware Problems

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• 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

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• 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

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• 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

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• 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

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• 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)

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• Installation and compatibility

• Configuration

• Software Bugs

• Performance

Software Problems

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• 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

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• 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)

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• 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)

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• 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

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• 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

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• 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

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• 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

How Vendors Fix Bugs and Upgrade their Software

(continued)

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How Vendors Fix Bugs and Upgrade their Software

(continued)

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

version of a program

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• 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

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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

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• 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

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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

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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

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• 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

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• Mistakes

• Misunderstandings

• Wrong products

• Inadequate training

• Forgotten information

User Problems

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• 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

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• 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

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• 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

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• 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

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• 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

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Documentation ProblemsDocumentation Problems

• Common sources of documentation problems• Poor organization

• Incorrect information

• Incomplete information

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• Quick start guide

• Tutorial guide for beginners

• Reference manual for experience users

• Troubleshooting guide

• Online help

Components of Good User Documentation

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• 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

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• 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

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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

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Chapter SummaryCommon categories of end-user computer problems

1. Hardwarea) Installationb) Compatibilityc) Configurationd) Malfunction

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

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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

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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