In this module, you learned about troubleshooting a variety of computing issues. Sometimes users communicate their computing issues via email, and IT professionals need to help users troubleshoot via this means of communication. For this week's discussion, you will attempt to troubleshoot an issue that a user is experiencing as if you are emailing back and forth.

In your initial post, address the following:

• Imagine that you are a user writing an email to an IT help desk because you are experiencing a computer issue.
  • In the email, explain what the issue is and provide some context that will help an IT professional solve the issue, such as stating the OS, software, hardware, and similar details. You can describe an issue that you actually have experienced as a user or one that you think is common for many users to experience.

In response to two of your peers, address the following:

• Respond to the email as if you are an IT professional working at a help desk.
  • If you are having issues troubleshooting the user/system error because you do not have enough information, ask the user clarifying questions. Consider the following:
    • What important information do I need to know in order to troubleshoot the user/system error?
    • Did the initial post provide me with enough information to identify the probable cause and to implement the fix?
  • If you believe that you have enough information, state your hypothesis concerning the issue's cause in the email response.

RESPONSE 1

I use a Dell laptop and would therefor most likely email them directly for any support. For the example I am going in as a novice tech user with not much knowledge beyond the basics. 

Example-Hello, I hope your day is going well. I was hoping to get some information and possibly a solution to my laptops power consumption rate and heat levels as both seem abnormally high. It seems no matter what, if any applications, I have running its dead from a full charge within 2 hours. I consistently find myself having to work on it with it plugged into the charger to not risk losing progress but am concerned this is not good for the longevity of the battery. The model is the Inspiron 7791 2n1 x64-based PC with an i7 1.8GHz Intel Core processor, 16GB RAM, 500GB SSD Drive, & currently on the Windows 11 Home OS. I consistently close all unused tabs and make sure no applications are left running in the background. The most it gets used for is light web surfing and occasionally some work on Microsoft Office applications, mainly Word, PowerPoint, & Visio. As well as the power and heat issue I have noticed occasionally the audio will cut in and out when connected to an external speaker. Is there a way I can possibly remedy these issues without having to bring in the system to a physical location for inspection? Thank you for your time and have a wonderful rest of your day.

RESPONSE 2

Subject: Printer Not Printing – HP LaserJet Pro MFP M428fdw  

Good morning, Support Team  

I am experiencing a persistent issue with our department printer. Even though it is connected to the network and showing as online, the HP LaserJet Pro MFP M428fdw is not printing any documents. The print jobs remain stuck in the queue without any progress. The problem began earlier this morning and has been ongoing since then. I have already tried restarting both the printer and my computer, a Dell OptiPlex 7070 running Windows 11 Pro, but the printer continues to be a problem. I have asked other users in the Department, who are using a mix of computers including HP EliteDesk 800 G5 and Lenovo ThinkCentre M720 with Windows 10 Pro or Windows 11 Pro, are also unable to print. This indicates that the problem might be network-wide rather than with individual computers. Could you please assist in troubleshooting and resolving this issue? Any help you can provide would be appreciated, as this is impacting our day-to-day operations.  

I appreciate your quick response to this issue. 

Warm regards, Jonathan Bodden 

 [email protected]