Troubleshooting
Computer Problems
| Technology is
wonderful - when it works. However when something goes wrong, it can be difficult to correct.
Trying to fix computer problems often creates the high levels of frustration and stress
that have become an unfortunate side effect of our technological advancements.
When dealing
with your personal computer, the best advice that I can give you is to learn all you can
about your computer and how it works. Fortunately, computer knowledge builds on itself.
What you learn about one program is often applicable to other programs as well. Any
understanding that you can acquire about how your computer works will make it easier to
trouble shoot problems when they occur. |
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First Look For The Obvious
When
you do have a problem, remain calm. Put on your Sherlock Holmes hat and approach the
problem as methodically as you can. Assess the situation and start by looking for the
obvious.
If you are encountering any sort of hardware malfunction
like a blank screen or motionless printer, make sure the hardware is turned on and the
cables are secure.
About a year ago I had a frantic early morning call from
a client who assumed that her monitor was broken. It took only a few minutes to determine
that while the monitor was on, the computer was not. Seeing a blank monitor screen
prompted the client to think that the monitor was not working properly. In my client's
defense, she was accustomed to turning the computer on and off by the switch on the surge
protector and someone else had turned the main computer switch off. So when she turned on
the switch that she normally used, she thought that the computer should be on. The moral
of the story is this: Always check the obvious things first.
Also
remember that cables can become slightly dislodged and cause erratic behavior; so be sure
to check each connection carefully. Once you have confirmed that everything is hooked up
properly, you can proceed to the next step - sizing up the situation.
Sizing Up The Situation
Before you can do anything else, assess the situation
carefully and be aware of what is happening. Look for any possible easy answers, even if
they may seem implausible.
I once had a gentleman who had fouled up his entire
computer system. It took me three hours to get it back to normal. When I asked what was
the initial problem, I was able to determine his printer went through the motions of
printing, but only produced a blank piece of paper. He decided that there must be a
problem with the print driver, which he tried to repair. One thing led to another, and the
rest is history. Because the printer was quite new, the owner never even considered the
fact that it might be out of ink. It was. So the original problem was one that would have
been easy to correct if the computer user had just taken the time to correctly assess the
situation.
If
your computer system was working properly yesterday but is having difficulty today, size
up the situation by determining what might have changed just before the problem occurred.
Sometimes it might be something that you are not aware of. For instance, your gerbil might
have eaten through a computer cable (I promise I know a case where this happened!) or the
cat might have loosened the printer cable. Often, however, you will be able to pinpoint
some change that occurred. For instance, you may have just installed a new program when
your old program started acting poorly. Or you may have noticed that your problem happened
right after that lightning storm.
Isolate The Problem
Sizing up
the situation sometimes takes a little detective work. Say your computer is constantly
freezing; no amount of clicking or typing will elicit any response. You need to document
what you are doing when a freeze occurs. What program were you working in? What other
programs did you have open? When does this seem to happen? Does it happen when you start
the program? When you try to print? Asking yourself these questions will help you isolate
the problem. You may even be able to uninstall an errant program or otherwise solve the
problem yourself. If you find that you can't solve the problem, don't worry, help is
always available. You just need to know where to look.
Where To Find Help
Where can you
turn for help? Don't panic! The trick, of course, is to know where to find good sound
advice.
If you
purchased your computer with certain software already installed, your computer
manufacturer is the source to call, whether it is a hardware or software problem. For
instance, say you purchased a Dell computer, which came with Microsoft's Windows 98 and
Symantec's Norton Anti-virus program. While it may seem logical to call Microsoft or
Symantec for help with their programs, in most cases if a program comes bundled with the
computer, the manufacturer of the computer will handle the technical support. So in this
case, call Dell first.
Be sure to look for help online, as well. Almost all
computer-related companies have Web sites where they post pertinent information. Most have
an area called FAQ or Frequently Asked Questions. This is where the manufacturer posts the
questions that are most frequently asked about their product. Chances are very good that
others before you have faced the same problem. So often a simple trip to a company's Web
site will answer your question or solve your problem. In this case, you would visit the
Web site of the company who manufactured the program. For instance, for Windows related
problems, try Microsoft's Web site and for a question on Norton Anti-Virus try Symantec's
site.
Chat
rooms, message boards, and computer-related Web sites are also excellent ways to bolster
your computer knowledge and solve problems. Try discussions at manufacturer's sites where
you can post your question and get help from others.
Before You Call Technical Support
If you have a problem that you cannot solve on your own or
online, your next step is to call for technical support. Before you do, be prepared:
 | If a piece of hardware is involved,
have the model and serial number handy. If you are dealing with a piece of software, note
the version number. |
| If any error messages have occurred, be sure
to write them down. |
| Get the name of the person you are talking to
and also document the facts including the telephone number you called, the date, and the
length of your call. |
| If you can, write down the solution to the
problem, so that if it reoccurs, you can use your notes to correct it. |
No one
likes to have a problem, and certainly with our current state of technology, computer
problems are much more commonplace than we would like them to be. So when you solve a
problem, give yourself a pat on the back. And don't forget that every computer problem can
be a learning experience. Even with the most frustrating problems, you are sure to learn
something that will add to your technical expertise.
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