Introduction to Computing Support

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 encyclopedia 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 InternetExplorer (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).

9. Read the text again and answer the following questions:

1. What is computing support?

2. What are the common problems?

3. What is the usual warranty period for new computers?

4. How can a user obtain help if they have a computing problem?

5. What information does a technician usually asks from a user reporting a problem?

6. What are MIDI files?

7. What is the difference between a sound file and a MIDI file?

8. What how does the technician usually try to solve the problem?

9. When is a technician sent to the user’s location?

10. Why do companies have a website?

11. Where can you fine FAQs?

12. What kind of information can you find at is the Microsoft Corporation website?

13. What are the most common problems reported to Microsoft?

10. Give Russian equivalents to the following words and phrases:

Computing support, hardware, software, purpose of causing damage, fixing faulty peripherals, computers hanging, crashing, failing, hard disk, one-year warranty agreement, computing support staff, service tag number, to record the details of the problem, support staff, amount of RAM, operating system, sound files, multimedia encyclopedia program, amount of memory, to store one character, punctuation mark, repair technician, user's location, rebootthe computer, hardware faults, electronic circuit board, on-board diagnostic, repair tools, FAQs, solutions to the problem, Dial-Up Networking feature, Microsoft operating system, to change the settings in the program, hang up, disconnect the telephone line, user's computer.

11. Give English equivalents to the following words and phrases:

Установить программное обеспечение, опытный пользователь, решить проблему, гарантия, компьютерная поддержка, отчет о неисправности, локальная вычислительная сеть, соединять, музыкальный инструмент, мультимедийная энциклопедия, неисправный компьютер, объем памяти, один символ, по телефону, перезагрузить компьютер (2), чинить / ремонтировать, на съемном диске, материнская плата, хранятся программы, часто задаваемые вопросы, аппаратное обеспечение, описание проблемы, операционная система, используя модем, экран монитора, просмотр Интернет-страниц, отправлять, посылать, загружать данные с сервера.