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If you are performing onsite troubleshooting, notice your surroundings They might give you a clue as to a problem s cause, and if you notice potential trouble, you can help to prevent future problems Take notice of the room s environment, such as the temperature Most computer components do not work well in the presence of heat Furthermore, very high or low humidity can cause condensation or electrostatic discharge, respectively, both of which can lead to problems A safe humidity level is between 50 and 80 percent You should also be aware of nearby devices that could cause electromagnetic interference (EMI) Look at the way components are plugged into wall outlets and determine if the outlets are overburdened by too many plugs Take note of the way cables are arranged For example, do people have to step over the cable to the printer Such a setup can lead to a loose cable connection Finally, you should notice the way that people use the computer Although you are not onsite to tutor people in application or shortcut use, it might help you to notice rough handling of the equipment If the user bangs on the keys, you will have a good clue as to the cause of a faulty keyboard In addition, some users tend to triple- and quadruple-click icons on the screen in an attempt to hurry things along This practice can lead to computer lock-ups
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One of the best guides in determining the cause of a problem is the user who was working on the computer when the failure occurred After taking note of the environment, your first question to the user should be, What happened This question will prompt the user to tell you about the problem for example, The printer won t work Ask about other problems: Do other devices work The answers you receive can tell you a great deal If no other devices work, you know you are dealing with a more serious, device-independent problem Ask about the device s history Did this device ever work If the user tells you that the device was just installed, you have a very different task ahead of you than if the user tells you it worked fine all day until now If the user complains of an error code, ask for as much detail about the error as possible If the user can t remember, try to recreate the problem Again, ask if this is a new or old error message, and ask if the computer s behavior changed after the error For example, the computer might issue a warning that simply informs the user of some condition These types of messages might not affect performance If the error code points to a device, ask the device-related questions we ve already mentioned For example, the error message might have stated that the floppy disk couldn t be accessed A customer called in to the service center to report her computer was not working The customer was asked what the model number of the computer was The customer explained that they could not do that When asked why, the customer explained that the building was in a blackout and that his office was dark You do the math!
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When you have determined what the problem is (its symptoms, not its cause), you need to get some basic history from the user Ask if the problem occurred at random or in response to a user action An error that occurs out of the blue is a different matter from an error that occurs every time the user tries to use the scanner, for example Try to replicate the problem That is, if the user says the printer won t work, ask the user to send another print job Watch closely as the user performs the task Take note of any error messages or unusual computer activity that the user might not have noticed Your observation will also give you a chance to see the process from beginning to end For example, if the user is trying to print an image, watching the task performed might allow you to see a problem such as an incorrect printer selection or the absence of an entry in the Number of Pages field You should also note the way the user performs the task to determine if it is being performed properly For example, a CD-ROM drive error could be the result of the user trying to copy a file onto a nonwritable CD
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