Troubleshooting

Troubleshooting Steps 4 Gather Information by Using Good Communication Skills 4 Narrow Down the Scope of the Problem 4 Find a Solution

Gather Information by Using Good Communication Skills 4 Communication is a TWO way street: Listen to the customer, and make sure you respond appropriately. 4 Interrupting the customer not only makes them feel you don’t care, but may be detrimental to understanding the real problem.

Gathering Information 4 Repeat the Question to make sure you understand 4 Don’t be afraid to ask Dumb Questions 4 Have the customer Walk You Through the problem 4 Get Examples - Set it up on your computer - Ask for Screen shots 4 Concentrate on the call, Eliminate Distractions 4 Maintain a Good Attitude toward the call. Don’t let the problem or customer frustrate you 4 Keep an Open Mind - they just might be telling the truth! 4 Don’t Jump to Conclusions or ASSUME ANYTHING 4 Speak to the customer on their Knowledge Level

Narrow Down Scope of Problem 4 Ask the Right Questions 4 Restate Problem 4 Determine the type of problem you’re dealing with

Asking the Right Questions 4 When did the problem start? What has happened between the time it was working and now? Have they called us about it before? 4 Does it happen on all computers? Workstations and Server? Which computer are they on? 4 Does it happen with all patients? 4 Does it happen with all procedure codes? 4 What is the exact error message (Details)? 4 What operating system are they using? 4 What version are they using?

Asking the Right Questions 4 What exactly were they doing in the program before getting the error? 4 Can they duplicate on demand? 4 Can YOU duplicate it? 4 Does it happen in Tutor? 4 Have you checked folio? What Keywords did you use? 4 If printer related: Do you know what kind of printer they are using? Print Driver?

Ask Follow-Up Questions Asking Follow-Up questions is Key to understanding the problem. The more information you have about the problem, the better equipped you’ll be to troubleshoot it.

Ask Follow-Up Questions 4 Does it always happen about the same time of day? 4 How long since they have rebooted? 4 What programs are running in the background? (Anti-virus, Chat, Win Pop-up, Schedulers, Internet) 4 Does it happen after the screen saver comes on?  What display options do they have set (>800X Bit, Small Fonts) 4 If it happens on some w/s and not others, what commonalities are there?

Finding a Solution When you CAN duplicate the problem: 4 First figure out if it’s W orking A s D esigned 4 Resolve the problem 4 Find a Workaround 4 Enter an Enhancement 4 Write up a Verified Folio Entry

Finding a Solution If you CAN’T duplicate it, try it in Tutor DB 4If it DOES happen in Tutor, the problem is NOT data related. It is either related to Program Files, User Options, or System (hardware) related: 4 Check 4If it DOES NOT happen in Tutor, then the problem may be data related: n First check user options n If necessary, run utilities specific to the error n Write a SHPR n Request database with TL approval

Remember - Time IS $$$ 4 Be considerate (time & temperament) 4 Don’t reinvent the wheel 4 Never say “I don’t know” 4 Look for clues for possible ongoing issues 4 Don’t be Afraid to Get Help!