Preparing for a Service Call
Gather Info | Describe the Problem
“Quick Fix” Suggestions
COVID-19 Notice
Special protocols remain in place for on-site and other in-person services because prolonged close contact is unsafe for me.
Before Calling
Before contacting me about your problem, try these quick fixes (sidebar) to see if you can resolve the issue.
If that doesn't work, you'll need to:
- gather some information about your computer and your problem; and
- describe the problem including any error messages.
Help Options
I provide help desk and troubleshooting services via:
Onsite help with troubleshooting is available only in the Greater Victoria area.
Gather Relevant Information
When you request help with a problem with your computer I need to know about your computer hardware, operating system and software.
Most folks are unfamiliar with computer terminology, so displayed warnings are unlikely to make sense to you.
I'll need detailed information about your computer and the nature of the problem so that my recommended solutions will not harm your computer or your data.
Make Notes
Start by making notes about the problem so you can accurately describe the issue when you call or email me.
These are some of the details I may need to provide a solution:
- Your computer's make and model as well as other hardware details.
- Your computer's operating system including the current version.
- The installed software, including security programs.
- What you were doing when the problem occurred.
- Any error messages that were displayed.
- Other information that may be relevant to the issue.
The following sections will tell you how to obtain this information.
Your Hardware Information
Hardware is the physical computer and its components (sometimes referred to as “the box” with desktop systems). This includes:
- the size and how much free space remains on the hard drive(s);
- the amount of RAM (memory);
- your video card (it may be built-in);
- your monitor (including screen resolution); and
- any external components that are regularly attached including printers, scanners, etc.
Make & Model
If you have a laptop or a brand-name computer (e.g., Macintosh, Dell, HP, Acer, etc.), the make and model of your computer is usually found on the back of a desktop or bottom of a laptop.
I can usually determine most of the necessary information if I'm on site, but there are slight differences. The serial number, SNID or build number may be necessary to determine exactly what hardware is in your computer.
If your computer was built by the shop where you purchased it then the computer was built from name-brand components including the motherboard, processor, video card, etc. (see definitions). These will determine the computer's specs and are often listed on your purchase invoice.
You may also have printed manuals and driver DVDs (both rare these days), possibly stored in the small box which originally contained your motherboard.
Your Operating System
The operating system is the main software running on a computer. The most common are listed below:
Microsoft Windows
Windows users can
- right-click on the Computer icon on the desktop then left-click Properties; or
- click Start ⇒ Settings ⇒ System (select About from the menu on the left).
The screen that appears will look similar to this:
- The Windows edition tells you what version of Windows is installed as well as the service packs that are installed.
- The system information tells about the hardware (processor, RAM and whether you have a 32- or 64-bit system).
The Windows Experience Index can tell a lot about key hardware but is no longer provided after Windows 7. The Winaero WEI Tool can provide that information.
Apple macOS
macOS users can click on the Apple icon at the top right of the menu then select About This Mac. The screen that appears will look similar to this:
Clicking on Displays, Storage and Memory will give you details about those items. Support gives you access to OS X and Mac resources.
Linux
Most Linux computers were built as Windows machines. Model numbers on the computer's case may help to determine what hardware was installed.
Linux users can click the desktop menu then (ensuring that all applications are visible) click on System Tools then select System Monitor. The screen that appears will look similar to this:
Chromebook
Chrome OS is a Linux-based operating system designed by Google.
Locate the Chrome OS version:
- click on the clock found in the lower right-hand corner of the screen;
- select the Settings icon; then
- select About Chrome OS.
I don't have any Chrome OS devices and little experience running it but could diagnose problems if I had access to the device.
Installed Software
I need to know what software you are running to help diagnose the problem.
- Some software can conflict with other software or may be unsuitable for your hardware.
- Running multiple security programs (including firewalls, anti-virus and anti-spyware software) is not advised. They can conflict with each other.
- Drivers may be unavailable for your current operating system or need updating.
- Obsolete software is not only dangerous (it is no longer patched for new security threats) but it may not work in current versions of your operating system.
Obtaining Software Versions
The version of some of the programs you're running helps because different versions have different capabilities.
Locating this information varies by operating system:
- Windows: Help ⇒ About.
- Mac: [Program Name] ⇒ About.
- Linux: Help ⇒ About.
For example, the screen below shows Mozilla Firefox version 114.0 (64-bit):
Describe the Problem
When you contact me, be sure to describe the problem you are having in sufficient detail so that I can either duplicate it or that I can understand what may be causing the problem.
Record Error Messages
Make a note of the details of any error message such as the text in the example below:
sample error message
Copy down what the message says including any error codes exactly as they appear before dismissing the message or restarting your computer.
Taking a photo of the error screen with your smartphone can be helpful.
What Were You Doing?
Be sure to describe what software was running and what you were doing when the problem occurred. This is not about blame; it is about finding a solution.
Other Information
Include any other information that you think may have a bearing on the problem.
Examples include new hardware, recently installed software, driver updates or changes to your Internet service provider (i.e., switching between Shaw and Telus).
Contact Russ
Now that you have the information you need, contact Russ to discuss your problem.
