The quickest way to solve hardware problems is to take care of them yourself. Most hardware and software problems are simple to remedy. This troubleshooting guide is your first line of action. If you are not able to solve the problem you are having with your hardware or software, consult your on-site specialist. If no on-site specialist is available, consult with your hardware vendor or the manufacturer. Manufacturers usually have help lines but it is difficult at times to get through to them because of the volume of calls that they receive. Another alternative to the help line is to access the manufacturer through the World Wide Web. Most of them have Web sites with an abundance of information and help.
Check yes or no in each of the following categories.
Hardware Problems
Power
Yes No power switches on
Yes No power cords inserted into hardware and outlet
Yes No battery charged (for laptop only)
Printing
Yes No power cords inserted into printer and outlet
Yes No cables connected securely
Yes No cables connected to proper ports
Yes No paper is placed properly in printer
Yes No correct printer driver is chosen
Yes No search online help guide
Communications -- Check off each item as you go through the following lists.
check control panel options (i.e. print driver, CD ROM driver, laserdisc driver, modem driver, network driver)
check software that is needed to access the remote devices.(i.e. Interslip, Trumpet Winsock, etc)
check the application software that is needed for access to the remote devices. (i.e. Netscape, Mosaic, Z-Term, etc)
check configurations (i.e. communication speed, communication settings)
check to see that your operating system (Mac OS, Windows 3.x, Windows 95, Windows NT, etc.) is correct
check memory requirements
search online help guide
Application won't run correctly.
Check to see that the system requirements for your software are compatible
with your hardware. These requirements are found on the original packaging of
the software, usually somewhere on the outside of the box. (It is best to check
this out before buying a software package.)
close all unnecessary programs and retry your application
restart your computer. Sometimes there is a conflict between the application and system software.
consult your manuals. There is sometimes a list of error messages and possible remedies.
exit all unnecessary programs and restart your application.
reconfigure the amount of memory that is allocated for your application.
Consult your computer manual for details.
If you have been unable to solve a particular hardware or software problem, your next action is to identify and consult an on-site specialist. The following is a suggested diagnostic form which can be helpful to that person.
Date and Time of problem User's Name
If an error message appears on your screen, record it as written:
error message:
What hardware was being used?
Computer
Is it stand alone? Networked?
What other hardware components are connected?
What software is being used?
What have you done in response to the problem?
Has this problem happened before? If so, when?
Do not write in this space.
Date/Time Reported______________
Nature of problem
Action taken
Support is what every technology user cries for. At times it seems as if you are all alone out there. Fear not! There are many support services that are available to multimedia authors. Here are some common computer support resources and the type of support that they can offer.
Support Service Typically Used to Solve
Computer Manuals Hardware and software problems
Colleagues and peers Hardware and software problems
On-line help Software problems
a. Technology Coordinator Hardware and software problems
b. Vendor/manufacturer phone support Hardware and software problems
c. Local authorized dealer Hardware and software problems
(Where you purchased hardware or software)
d. Help desk Hardware and software problems
e. Books and magazines Software problems
f. Internet resources Hardware and software problems
g. Technology Conferences Software related problems
IBM Computers
Apple Computers
WordPerfect
Microsoft
Claris
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