Introduction

Computing support involves setting up and maintaining computing systems and solving hardware (the physical components of a computer system) and software (programs and data) problems. Common problems include: dealing with viruses (programs that can reproduce themselves and are written with the purpose of causing damage or causing a computer to behave in an unusual way); fixing faulty peripherals such as monitors, mice or printers; dealing with computers hanging (suddenly and unexpectedly stopping processing during the execution of a program); or computers crashing (failing suddenly and completely). It is usually the failure of the hard disk inside a computer that is referred to as a crash.

New computers commonly have a one-year warranty agreement that allows the purchaser to obtain help with computing problems by telephoning computing support staff at a help centre. Each computer has its own unique serial number that identifies the equipment. It also usually has a service tag number that identifies its warranty agreement to the support staff. A job number is usually issued by the support staff to uniquely identify the particular fault report. Special fault report forms are often used by the support staff to record the details of the problem. To solve the problem the support staff usually need to know the type of computer, type of processor, amount of RAM (random access memory-the memory that stores the user's program and data while they are being used by the computer), the operating system and what type of LAN (local area network - a network connected over a small area) it is connected to, if any.

The problem reported to the help centre in this unit involves MIDI (musical instrument digital interface) sound files. MIDI files are

created by connecting a musical instrument to a computer system. This type of music file is commonly found on the Internet and is used in Microsoft Encarta, a multimedia encyclopaedia program produced by the Microsoft Corporation. The faulty computer has 128 megabytes of RAM (approximately 128 million bytes - a byte is the amount of memory required to store one character e.g. a letter, a number or a punctuation mark). The fault is caused by a faulty sound driver (an operating system program that controls the sound system in the computer). The help centre will usually try to solve the problem over the phone but if that is not possible, the computer may have to be returned for repair or they may send out a repair technician to the user's location. Many simple computer problems can be fixed by simply rebooting the computer (restarting the computer operating system). Some computers have programs for testing and diagnosing hardware faults stored in ROM (read only memory) on the motherboard (the main electronic circuit board inside a computer that holds and connects together all the main electronic components). These stored programs are known as on-board diagnostic and repair tools. To save users having to telephone the help centre to solve well known common problems, the company selling the computer may have a website with a FAQs (frequently asked questions) section that describes common problems and their solutions.

The Microsoft Corporation has a website with a section known as the Microsoft Knowledge Base that allows Microsoft software users to find out about known problems with using Microsoft software with certain combinations of hardware. It provides a description of the problem and any known

solutions to the problem. The Microsoft software problems used in this unit include a problem using a free Microsoft email program called Outlook Express and the Dial-Up Networking feature in a Microsoft operating system. Dial-Up Networking allows the user to connect their computer to a network using a modem. The problem occurs with a particular make of video adapter (the expansion card that provides the electronics for controlling the monitor screen). The other Microsoft software problem is with Internet

Explorer (a free browser program used for viewing webpages) causing the computer to hang (to suddenly and unexpectedly stop processing during the execution of a program). The solution is to change the settings in the program that determine whether the program should hang up (disconnect the telephone line when it has finished sending, receiving or downloading i.e. copying data from a server computer to the user's computer).

OBJECTIVES

By the end of this unit, Ss should be better at:

• listening and completing forms

• giving advice orally on computing problems

• writing a formal report on a computing problem.

They should understand and be able to use:

• ways of diagnosing faults and giving advice.

They should know and be able to use terms associated with Computer Support such as: serial no., help centre, helpdesk, helpline, warranty, driver, re-install, reboot, recur, diagnose, settings, FAQ.

STARTER

1 This provides an opportunity to further revise the question forms practised in Unit 1. In completing their forms, Ss should get information from at least three other Ss.

LISTENING

2 Follow the task instructions. Ss should write down their own questions before comparing with a partner. They will need their list later for Task 4.

Key 2 (examples only)

1. Can you give me your name?

2. What is your address?

3. What make and model of computer do you have?

4. Is the computer still under warranty?

5. What is the service tag number?

6. What type of processor do you have in the computer?

7. How much RAM is installed?

8. What operating system are you using?

9. Is the computer connected to any kind of network? What type of network?

10 Can you describe the problem ?

3 Tell the class who the speakers are: David, the Computing Support Officer and Jennifer, the user. Jennifer is Canadian. Remind them that this is a recording of a telephone conversation. Play the recording without pausing. Replay to correct and pause where there is dispute or

difficulty.
КеуЗ
Date of Call	22/06/01
Time Commenced	15:22
Help Desk Technician's	David Lister
Name
Reported By	Jennifer
Address	University of Edinburgh,
	21 Hill Place

4 Replay so that Ss can focus on and note the questions asked by David. Ask them to compare his questions with theirs. Discuss and clarify any differences. The tapescript can be used for a role play with Ss using either David's questions or their own.

LANGUAGE WORK

Diagnosing a fault and giving advice

Write this extract from the recording on the board:

It sounds as if you may have a driver fault

Ask: What is David trying to do when he says this? How certain is he? What other ways are there in English to say this? Elicit the forms given in the student's book. Present any which are not known. You can build up to must for conclusions by asking them to diagnose the possible causes of this problem.

My computer is completely dead.

Elicit from the class possible diagnoses and write them on the board. These include: 1 Maybe it isrft switched on.

2. The mains supply could be off.

3. The on/off switch could be faulty.

4. There may be a fault in the power pack.

5. A fuse may have blown.

Then go through them all but one by saying, It can't be 1 because I've checked it. When there is only one left, say It must be the fuse.

Diagnosis is usually followed by advice on how to cure the problem. This unit provides the opportunity to revise the ways of giving advice which were presented in Unit 14. Write the example from the recording in the student's book on the board and elicit alternatives. You could try to reinstall the sound drivers.

Revise the Unit 14 exponents, then present these alternatives:

/ recommend that you reinstall the sound drivers.

/ advise you to reinstall the sound drivers. The best thing to do is to reinstall the sound drivers.

5 Do this individually, then compare in pairs. Go through the task in plenary and compare the different advice given. Refer any disputes of a technical nature back to the class to resolve.

Key 5

1. You should reboot your PC to see if the problem recurs.

2. I recommend you use your PC's on-board diagnostic and repair tools.

3. It's a good idea to record the details of the problem so you can describe it accurately.

4. I advise you to note your system's model name and serial number.

5. I strongly recommend that you/you to keep a record of hardware and software you've installed along with any changes you've made to settings.

6. You should figure out how to open the case if you think hardware may be at fault.

7. The best thing to do is to visit the vendor's Web site and check the FAQs.

8. Never phone in peak times.

9 It's a good idea to have your system up and running and be near it when you call.

10 When you reach a technician, I advise you to tell him or her if you may have caused the problem.

6 Elicit as much as the Ss can provide on the steps which should be taken before calling a help line. Compare their advice with the advice given in this task. Then set the task for individual written work followed by comparison in pairs. You can also ask Ss to provide a reason for each piece of advice as follow-up or to make the task more demanding for advanced Ss.

Key 6 (examples only)

1. It sounds as if your toner cartridge has run out. You should replace it.

2. You probably have a paper feed problem. I advise you to take the paper out and put new paper in.

3. It sounds as if there is a mistake in one of your formulae. I recommend that you check each formula carefully.

4. You must have pressed Caps Lock. Press it again to unlock it.

5. You might have a loose connection.The best thing to do is to tighten the cables and check everything is switched on.

6. It sounds as if you're out of paper or you have a paper jam. You should check there's no paper jammed in the printer.

7. The image size is not set properly.Try to adjust it with the width control on the monitor.

8. The frequency setting is too low.Try adjusting the setting in Control Panel.

9. The ball may be sticking. I recommend cleaning it.

10. It's possibly because the clocks have changed for summer or winter time. You should go into Date^me in the control panel and advance the clock.

11. It sounds as if the margins are set wrongly. You should reset them using the Page Setup settings.

12. It may be a low voltage problem. You could get a voltage regulator but they're expensive.

PROBLEM-SOLVING

7 This is a demanding task with authentic problems and solutions from the Microsoft Knowledge Base. Pair the As and the Bs together at first to prepare their questions and answers and to help each other understand the extracts from the MS Knowledge Base. Then re-pair, A-B, A-B for the information exchange. Encourage Ss to ask for clarification of any points they do not understand.

WRITING

9 Set this for homework. With advanced Ss work through the Task 3 problem as a model with the class and ask them to use the Task 7 extracts to write a report round either the A or В problem described.

SPECIALIST READING

Key A

1. To protect data and provide faster access to data.

2. In this type of work, the speed of processing is important and it is not so important how long it takes to replace data.

3. A backup exists if the primary drive fails.

4. b

5. Spread across all the drives in the array.

6. RAID 3,4 and 5

7. RAIDO

Key В

1. a iii b v с iv d ii e vi f i

2. a False b False с False d True e False f True

_{UNIT 18}

Data Security 1