Assignment #4

Part 1:

- "Blue screen of Death" indicates that you might have a problem with your RAM
- You turn on your computer and nothing happens
- Internet doesn't work
- Pop ups that say you have a virus when your computer doesn't have one
- When your software doesn't work on your computer
- Older games won't load onto newer versions of Windows
- Mouse freezes when moving to the left.
- The task bar has disappeared
- The system has messages that say you don't have enough memory
- Your keyboard beeps when you press the buttons

Part 2:

Pop ups say you have a virus:

Identify the problem- ask the customer what has gone wrong. Have they done anything new to the computer recently? Ask questions about what has been going on with the computer. Ask them if they actually have a virus on their computer.

Re-create the problem- Get the customer to repeat every action that they have taken with their computer to help you re-create the problem onto another computer.

Isolate the cause- Eliminate factors that didn't have anything to do with the problem.

Formulate a correction- Figure out one or more solutions to the problem.

Apply the correction- Apply your solution to the problem.

Test the solution- When you apply the correction and nothing changes then you will have to go back and try to figure out if there is a different problem with the computer.

Document the problem and solution- Create a detailed record of the problem and solution that you have used.

Provide feedback- Ask the customer if your service has been good. Does the customer have any questions? If so then you must answer them in the best way you can think of.