 Advice from Sherlock Holmes, the Boy Scouts, and Sandy Berger helps solve computer problems. Who doesn't need a little help every now and then? When we talk about computers and technology, it is obvious that all of us occasionally need some input from the manufacturer of the computer product involved.
Preinstalled Software
Whether you have a hardware or software problem, if your computer came with certain software already installed, call the computer manufacturer. For instance, a Gateway computer normally comes loaded 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, if a program came bundled with the computer, the manufacturer of the computer will handle the technical support. In this case, call Gateway first.
Before You Call Technical Support
Before you make the call to tech support, there are a few things you may want to do on your own. First, turn the computer and/or printer off and keep it off for several minutes. This will allow your equipment to reset. Sometimes this alone will solve the problem. In fact, you may want to repeat this two or three times just to be certain that the computer and/or printer will not self-correct.
It is also important for you to do a little detective work as well as to document your findings. Think back to what you were doing when the problem first occurred. Then try to remember the last few things that you did before the difficulty appeared. For instance, were you installing a new piece of software or hardware? Had you recently done something different or unusual to your computer?
If your problem only appears occasionally, this Sherlock Holmes-type work can be especially valuable. Record what you were doing when the problem appeared along with all pertinent details like which programs were open.
Frequently Asked Questions
Before you call tech support, you may want to do a little more exploratory work by checking out the manufacturer's Web site. Almost all computer-related companies have Web sites where they post pertinent information. Most manufacturers offer an area called FAQ or Frequently Asked Questions where they post questions that are most often asked about their product. Chances are very good that other computer users before you have faced the same problems. A simple trip to a company's Web site and a review of the FAQs will often answer your question or solve your problem. Look at the documentation that came with the product to find the Web address of the company who manufactured the program or equipment. In our earlier example, for Windows related problems, you would try Microsoft's Web site and for a question on Norton Anti-Virus you would visit Symantec's site.
Getting Help Online
If you have not found a remedy in the manufacturer's FAQ information, it may still be possible to get help online. Often computer-related problems can be easily solved via e-mail. Most companies have a technical support area where you can e-mail your question. The manufacturer's tech support staff will address your problem, and normally you will receive an e-mail response.
Bug Fixes
When a manufacturer discovers a bug or a problem with their product, a patch or a software update is often posted on their Web site. If you are having trouble with a printer, scanner, or other piece of hardware, the problem may be the driver, the software that tells the computer how to interact with the hardware device. Manufacturers also post new and updated hardware drivers on their Web sites. Finding and installing these new patches, updates, and drivers will sometimes solve your problem. To find the proper update or driver, go to the manufacturer's Web site and look under downloads or drivers. If you don't see an area like this, search for the name of your product and then look for related information.
Getting Ready to Make the Call
If you have a problem that you have not been able to solve on your own or online, the next step is to call for technical support. Before you do, practice that wise Boy Scout motto: be prepared.
º 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 (usually found by opening the program, clicking on Help, then About).
º If any error messages have occurred, be sure to write them down.
By the way, it is a good idea to keep a list of all the hardware and software that you own along with the date purchased and the version and serial numbers. Storing that list in your computer is okay, but be sure to print out a hard copy just in case your computer is inaccessible. Keep your inventory list in a safe place, possibly even in a safe deposit box or other off-site location. A list of this type can be valuable in cases of fire damage or equipment theft.
Making the Call
If all other options are exhausted, you may be faced with a call for technical support. When you talk to tech support, be sure to:
º Get the name of the technical support person you are talking to.
º Document the facts, including the telephone number you called, the date, and the length of your call.
º Ask if there is a case number for your call. If there is, write it down so you can use it if you need to have further communication with them on the same problem.
º If you can, write down the solution to the problem. If it reoccurs, you can use your notes to correct it.
Even though some computer problems are frustrating and somewhat overwhelming, you will get through them. Whether you solve the problem yourself or find help from technical support, be sure to give yourself a pat on the back. Believe it or not, every time you solve a computer problem, you are adding to your technical expertise. Even if you did not understand the details of the solution, you will, in some way, have learned something from the experience.
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