Chapter 5
Common Support Problems
Learning Objectives
• Types of common end-user computer problems
• How the problem-solving processes are applied to solve
several typical support problems
Guide to Computer User Support, 3e
2
Categories of End-user Problems
• Hardware problems
• Software problems
• User problems
• Documentation problems
• Vendor problems
• Facilities problems
Guide to Computer User Support, 3e
3
Hardware Problems
• Installation and compatibility
• Configuration problems
• Malfunctions
Guide to Computer User Support, 3e
4
Hardware Installation and Compatibility
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
Guide to Computer User Support, 3e
5
Hardware Configuration Problems
• Hardware configuration problems result when
•
hardware component settings are incorrect for a specific
environment
Were more common before Plug and Play standards
Guide to Computer User Support, 3e
6
Plug and Play Standards
• 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
Guide to Computer User Support, 3e
7
Hardware Malfunctions
• 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 is
marginal
temperature-sensitive
Guide to Computer User Support, 3e
8
Hardware Malfunctions (continued)
• 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
Guide to Computer User Support, 3e
9
Software Problems
• Installation and compatibility
• Configuration
• Software Bugs
• Performance
Guide to Computer User Support, 3e
10
Software Installation
and Compatibility
•
•
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
Guide to Computer User Support, 3e
11
Software Installation
and Compatibility (continued)
• 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
Guide to Computer User Support, 3e
12
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
Guide to Computer User Support, 3e
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
Guide to Computer User Support, 3e
14
Software Bugs
•
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
Guide to Computer User Support, 3e
15
How Vendors Fix Bugs
and Upgrade their Software
•
•
•
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
Guide to Computer User Support, 3e
16
How Vendors Fix Bugs
and Upgrade their Software
•
•
(continued)
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
Guide to Computer User Support, 3e
17
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
Guide to Computer User Support, 3e
18
Example of
Software Release Numbering
•
•
•
•
•
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)
Guide to Computer User Support, 3e
19
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
Guide to Computer User Support, 3e
20
Software Performance Problems
•
•
System is operational but does not operate as efficiently as it can
or should
Often involve the interaction between hardware and software
Guide to Computer User Support, 3e
21
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
Guide to Computer User Support, 3e
22
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
Guide to Computer User Support, 3e
23
Sample
Software Performance Problem
• 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
Guide to Computer User Support, 3e
24
User Problems
• Mistakes
• Misunderstandings
• Wrong products
• Inadequate training
• Forgotten information
Guide to Computer User Support, 3e
25
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
Guide to Computer User Support, 3e
26
Misunderstandings
• 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
Guide to Computer User Support, 3e
27
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
• knowledge of alternative program
Guide to Computer User Support, 3e
28
Inadequate Training
• 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
Guide to Computer User Support, 3e
29
Forgotten Information
• 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
Guide to Computer User Support, 3e
30
Documentation Problems
• Common sources of documentation problems
• Poor organization
• Incorrect information
• Incomplete information
Guide to Computer User Support, 3e
31
Components of
Good User Documentation
• Quick start guide
• Tutorial guide for beginners
• Reference manual for experience users
• Troubleshooting guide
• Online help
Guide to Computer User Support, 3e
32
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
Guide to Computer User Support, 3e
33
Facilities Problems
•
•
•
•
•
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
Guide to Computer User Support, 3e
34
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
Guide to Computer User Support, 3e
35
Chapter Summary
Common categories of end-user computer problems
1. Hardware
a)
b)
c)
d)
Installation
Compatibility
Configuration
Malfunction
2. Software
a)
b)
c)
d)
e)
Installation
Compatibility
Configuration
Software Bugs
Performance
Guide to Computer User Support, 3e
36
Chapter Summary (continued)
Common categories of end-user computer problems
3. Users
a)
b)
c)
d)
e)
4.
Mistakes
Misunderstandings
Wrong products
Inadequate training
Forgotten information
Documentation
a) Poor organization
b) Incorrect information
c) Incomplete information
Guide to Computer User Support, 3e
37
Chapter Summary (continued)
Common categories of end-user computer problems
5. Vendors
a)
b)
c)
d)
e)
f)
Oversell product features
Misrepresent product features
Delivery with known bugs
Late delivery
Promised rebates
Vaporware
6. Facilities
a)
b)
c)
d)
Viruses
Media backups
Security
Ergonomic problems
Guide to Computer User Support, 3e
38