1. Chapter 5: Common Support Problems
A Guide to Computer User Support for Help Desk and Support Specialists
second edition
by Fred Beisse

2. Learning Objectives Types of common end user computer problems
The problem-solving process support specialists use to solve several typical user support problems

3. Common End User Problems
Hardware problems
Software problems
User problems
Documentation problems
Vendor problems
Facilities problems

4. Hardware Problems Installation and compatibility
Configuration problems
Malfunctions

5. 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

6. Hardware Configuration Problems
Caused when hardware component settings are incorrect for a specific environment
Were more common before Plug and Play standards

7. Plug 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

8. Hardware 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

9. 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

10. Software Problems Installation and compatibility Configuration Bugs
Performance

11. 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

12. 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

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

14. Software 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

15. 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

16. 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

17. 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

18. Software Performance Problems
System is operational but does not operate as efficiently as it can or should
Often involve the interaction of hardware and software

19. Sample Software Performance 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

20. User Problems Mistakes Misunderstandings Wrong products
Inadequate training
Forgotten information

21. 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

22. Misunderstandings About product features or limitations
Example: User may expect a product to be able to perform tasks for which it was not intended

23. 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 or without knowledge of alternatives

24. Inadequate 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

25. Forgotten 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

26. Documentation Problems
Poor organization
Incorrect or incomplete information

27. Components of Good User Documentation
Quick start guide
Tutorial guide for beginners
Reference manual for experience users
Troubleshooting guide
Online help

28. 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: Hardware or software products that are described in vendor ads or press releases but that don’t really exist

29. Facilities Problems
Viruses
Backup media
Security
Ergonomic issues