Chapter 4 - A Guide to Computer User Support for Help Desk...

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A Guide to Computer User Support Fourth Edition by Fred Beisse Chapter 4 Common Support Problems
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Chapter Objectives In this chapter, students will learn about: • Categories of common support problems • How to apply problem-solving processes to typical support problems A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2
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Common End-User Problems • Hardware problems • Software problems • User problems • Documentation problems • Vendor problems • Operating environment problems • Network problems A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3
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Hardware Problems • Installation and compatibility problems • Configuration problems • Malfunctions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4
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Hardware Installation and Compatibility Problems • Hardware 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 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5
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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 Example: Incorrect graphics display card settings A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6
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Plug and Play Standards Plug 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 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7
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Hardware Malfunctions • Actual malfunctions are a small percentage of hardware problems • Can 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 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8
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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 memory • Hardware diagnostic tools can help identify system burn-in and hardware malfunctions • Example: Hardware diagnosis utilities from PC-Diag A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9
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This note was uploaded on 04/05/2011 for the course CINT 214 taught by Professor Endris during the Spring '11 term at Ivy Tech Community College.

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Chapter 4 - A Guide to Computer User Support for Help Desk...

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