Computers have added an extra dimension to our working productivity, but when things go wrong, we tend to find that this sets us back. When there is a problem with your computer, there are some things that you can note down that will help give the technician who fixes your computer a head start.

What was the error message?

Error messages seem to be the most common thing people ignore when they see one pop up on their screen. Even if you don’t completely understand it, or it doesn’t make any sense at all, a technician will be able to use this information to solve the problem more efficiently. Write down the error message before continuing, as it will help save you time and money.

Is the problem Reproducible?

When you carry out the same tasks when you first saw the error, does the problem happen each and every time? Reproducible problems are easier to diagnose and fix than intermittent problems. If the error message or the problem you’re having is not reproducible, it can take a much longer time to solve, especially if you haven’t recorded the exact error message.

Which programs were you using?

If the problem was reproducible, write down the exact steps taken to create the problem, so the technician may can see the process that leads to an error.

Even if the problem is not reproducible, recording which programs you were using can still be helpful. The problem may occur when accessing a certain file, when too many programs are opened or when programs are conflicting with each other. Recording which programs were running, creates an audit trail, and the more information for the technician to work with aids in providing a solution.

Have you installed anything new recently?

When you install a new software program or a new piece of hardware, it can upset the balance that the computer has achieved. By identifying if you’ve installed anything new recently, the technician can then try and trace the problem back to when it first started.

Have you experienced the problem before?

Reoccurring problems are better left for a technician to look at. Changing settings can often complicate the problem and make things worse.

Be sitting at your computer when you call.

This may mean you have to move your telephone, but it’s worth the effort. If you are sitting in front of your computer with the computer on when you call, the technician can try walking you through a few steps before a service call needs to be booked. If it’s an easily fixed problem, it could be fixed over the phone.

A hands-free phone is ideal.

Write down the solution.

If the technician can fix the problem over the phone, you may want to record the reason for the error message, and the steps that were taken to provide a solution. In this case, if it happens again, you know exactly what to do.

Escalate the problem if needed.

Some problems cannot be rectified over the phone, and may need a technician onsite to look at. When booking a technician to come onsite to look at your problem, it’s best to inform the technician of the importance of the problem, and note down any other problems that the technician would need to resolve.

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Computer problems can occur for all sorts of different reasons:

- Not all software and hardware is compatible and may conflict, especially after installing new products.

- Hardware may wear out, or get damaged by the surrounding environment, including lightening storms, water or dust damage.

- Files can become damaged and corrupt from all different sources, and may need to be replaced - this is where a good backup system comes in handy.