Unit 12 Tech support information gathering end users

FAQ example the tech support can make for

FAQ on computer system Level 1 Problems

1.      Why is my computer not turning on?

Make sure both PC and monitor are switched on or check mains are plugged in and switch on.

2.      My monitor isn’t working but I have lights on my PC?

Make sure the cable to the monitor is plugged into the back and the power from the mains is switched on.

3.      My printer is not working?

Make sure printer is switched on and make sure the printer you have is set to default.

4.       Why can I not get on to the internet?

Make sure that the ethernet cable if fixed to the back of computer and there is a lights on in the port. If cable is connected with lights, check bottom right of the screen to see the monitor icon. Does this icon have a warning sign, if so check you internet provider if they are having a problem.

5.      I can’t save my documents?

Click on the icon on the top left of the screen that has a picture of a floppy disk, that will save you document

Unit 12 Tech Support

Fault Logs

To keep a maintenance record of computer systems to view passed problems, they also list how each problem was fixed and to fix them in steps.

Diagnostic and monitoring tools

Diagnostic and monitoring tools are used to monitor and show the status of a computer (using program applications) and the status of each component. They are used to check if a component is working properly or in need of maintenance.

Network traffic, i.e. bandwidth, speed

Hard drive quotas of user files

Server performance – CPU, disk space

User internet usage

Printing – PaperCut now in K College

E-safety monitoring in schools/colleges, e.g. Securus

Remote Diagnostic Tools

Remote access utilities help support users in distant locations

Helpdesk agents can:

¨View a remote user’s screen

¨Enter commands on user’s system

Symantec pcAnywhere
Logmein
TightVNC/RealVNC

POST - Power on Self Test

POST is a built in program that will check a PC's hardware on boot up. It is designed to check every componet is there and that they are functioning properly. The system bleeps when POST is being used.

1 Beep: DRAM refresh failure

2 Beeps: Parity circuit failure

3 Beeps: Base 64K RAM failure

4 Beeps: System timer failure

5 Beeps: Processor failure

6 Beeps: Keyboard controller / gate A20 failure

7 Beeps: Virtual mode exception error

8 Beeps: Display memory read/write failure

9 Beeps: ROM BIOS checksum failure

10 Beeps: CMOS shutdown register read/write error

11 Beeps: Cache memory errors