Getting Help Over The Phone Tips

Can you reproduce the error while you have the support technician on the phone? If not you may want to write down the error message before calling. Make sure that your computer is turned on and fully restarted so that the support provider can walk you through finding and fixing the problem. Close all running applications. This is help remove clutter from your desktop to make things less confusing for the support technician and yourself. Be prepared to take the time. Don't try to call for help when you know you're about to leave for work in 10 minutes. Try to remember when the problem started and the things that lead up to the problem. Were there any new software or hardware installed? Have a pen and paper ready. Be ready to take any notes. I usually like to write down special commands in case I have to use it again. Smile. Being upset only rattles the person you have on the other line and makes them less impatient. Having a good relationship with the person your talking to makes it a lot easier and can turn the help process into a learning experience.

Common Fixes

If you want to take a stab at fixing your computer problems yourself, here is a list of steps and things you can try. Quit. Quit all running programs (see the tip on using Ctrl-Alt-Delete below). If the problem persists, restart the computer. Turn on. Make sure everything is turned on. This means your computer, monitor, speakers, printer, and anything else connected to your computer. If you call a computer help desk, the technician's first question will be: "Is everything turned on?" Many mysterious crashes are solved when users check the on switch. If you're having problem with a peripheral (printer, scanner, modem, and the like), try turning everything off, then turn the peripheral on before turning on the computer. Check the plugs. No matter how little you know about computers, you know how to plug something in. Get behind your computer and get to know the cable spaghetti back there. Make sure all the plugs are securely seated. Check the hardware settings. Is the volume turned all the way down on your speakers? Is the contrast on your display turned all the way down? Check the software settings. This is a little more complicated, but if you get to know your Control Panels, you can fix many problems. For Windows 95 users, check out the Device Manager. Take a peek under the hood. Learn how to remove the top of your computer case. Check to see that everything's plugged in and cards are properly seated. Before you mess around inside, ground yourself (touch something grounded). Clean house. Give the computer a good cleaning, inside and out. A can of compressed air (available at any electronics or computer store) is great for getting rid of dust, but you can just use your lungs. Just don't tell anyone from tech support that I recommended you do this.

Things To Think About

If the seven steps above didn't solve your problem, try to identify the problem yourself. Even if you don't figure out what the problem is, you will be better prepared when you get help from a third party. What has changed? Your computer used to work; now it doesn't. Is it something you changed? Did you add hardware? Install new software? Can you undo the change? When does it happen? Try to pin down exactly what makes the problem occur. Does it only happen when you're using a particular application? Only when you're saving a document? What's the real problem? We all tend to jump to conclusions about the source of a problem, but those guesses aren't always right. Make a list of the symptoms without trying to guess the problem. Now try to take a fresh look at the list to see what the problem might be.