Troubleshooting



"Hello.  Tech Support; may I help you?"

"Yes, well, I'm having trouble with WordPerfect."

"What sort of trouble?"

"Well, I was just typing along, and all of a sudden the words went away."

"Went away?"

"They disappeared."

"Mm. So what does your screen look like now?"

"Nothing."

"Nothing?"

"It's blank; it won't accept anything when I type."

"Are you still in WordPerfect, or did you get out?"

"How do I tell?"

[OUCHh-oh. Well, let's give it a try anyway.] "Can you see the C:\ prompt on
the screen?"

"What's a sea-prompt?"

[Uh-huh, thought so. Let's try a different tack.] "Never mind. Can you move
the cursor around on the screen?"

"There isn't any cursor: I told you, it won't accept anything I type."

[Ahoy--at least s/he knows what a cursor is. Sounds like a hardware problem.
I wonder if s/he's kicked out his/her monitor's power plug.] "Does your
monitor have a power indicator?"

"What's a monitor?"

"It's the thing with the screen on it that looks like a TV. Does it have a
little light that tells you when it's on?"

"I don't know."

"Well, then look on the back of the monitor and find where the powercord
goes into it. Can you see that?"

[sound of rustling and jostling] [muffled] "Yes, I think so."

"Great! Follow the cord to the plug, and tell me if it's plugged into the
wall."

[pause] "Yes, it is."

[Mm. Well, that's interesting. I doubt s/he would have accidentally turned
it off, and I don't want to send him/her hunting for the power switch
because I don't know what kind of monitor s/he has and it's bound to have
more than one switch on it. Maybe the video cable is loose or something.]
"When you were behind the monitor, did you notice that there were two cables
plugged into the back of it, not just one?"

"No."

"Well, there are. I need you to look back there again and find the other
cable."

[muffled] "Okay, here it is."

"Follow it for me, and tell me if it's plugged securely into the back of
your computer."

[still muffled] "I can't reach."

"UHF hub. Well, can you see if it is?" [clear again] "No."

"Even if you maybe put your knee on something and lean way over?"

"Oh, it's not because I don't have the right angle-- it's because it's dark.
"

"Dark?"

"Yes--the office light is off, and the only light I have is coming in from
the window."

 "Well, turn on the office light then."

"I can't."

"No? Why not?"

"Because there's a power outage."

"A power--!?!" ...[AAAAAAARGH!]







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