Unit 05: LO 2 - 2.1 - Common Digital Problems

Hardware Issues

• Not Plugged In: Tech Tutor Helpdesk often gets calls saying, "My computer won't start!" A simple check reveals the power cable was not plugged in. It's like someone complaining their electric guitar doesn't work, only to find out it's not connected to the amp.

• Obvious Damage: Another common problem is physical damage. A user might call saying, "My laptop fell off the table!" When inspected, the damage is clearly visible—maybe a cracked screen or a bent charging port.

Software Issues

• Missing User Profile: A user might report, "I can't find any of my files or settings after logging in!" It turns out their user profile got corrupted or deleted, like if you logged into your school portal and couldn't find any of your classes or grades.

• Software Not Running as Planned: Users often complain about software glitches, saying things like, "My word processor keeps crashing!" This is akin to a calculator giving incorrect answers during a math exam.

User Issues

• Lack of Training: A lot of issues come from users not knowing how to use specific software or devices. They might call and say, "How do I send an email with an attachment?" because they've never been shown how to do it—like someone in art class who doesn't know how to mix colors.

• Password Reset: "I forgot my password, can you reset it?" is a sentence that the Tech Tutor Helpdesk hears multiple times a day. It's like forgetting the combination to your locker and needing the janitor to unlock it for you.

Connectivity Issues

• Slow or No Network/Internet Connectivity: Customers often report, "My internet is so slow, I can't do anything!" or "I can't connect to the internet at all!" These issues are like being in a school library that either doesn't have the book you need or has it but won't let you check it out for some reason.

By understanding these common problems, the help desk can prepare better solutions and educational material for their customers.