PC Access for Windows Reference Guide

for PC Access Version 4.30

Calling For Support

http://www.mfm.com/feedback/pcawin_problem.html

If you cannot send e-mail, you need to call your PC Access support representative. You must be at your computer when you call. (The support representative will usually need to have you try different settings and commands on your computer and report the results.) Also, if your problem involves communicating with your MLS, you should arrange to have two telephone lines available: a telephone line for your voice call to the support representative, and a second telephone line for your modem. Without two telephone lines, you may have to call the support representative back several times to report the results of his/her advice. This can turn an otherwise simple problem-solving session into a lengthy ordeal, especially since you may have trouble reaching the same support representative each time you call.

The support representative needs to obtain enough information from you to diagnose the problem. If you collect the following information before you call, the support representative can handle your call more efficiently.

· First, be ready to describe your problem as clearly and completely as you can. The support representative needs to know if you are having a problem:

¨ Installing PC Access.

¨ Running PC Access.

¨ Calling your MLS.

¨ Communicating with your MLS once you have logged on.

¨ Printing.

· If PC Access displays an error message, write down the message exactly as it appears. If the message window has a Help button, click the button and write down the help topic heading. If you can't understand the recommendations in the help topic for the error message, don't worry; your support representative will.

· Try to remember the steps you followed that led to the problem. Be able to describe what your computer's display looks like when the problem occurs. That is, write down the titles of any windows that are open. (A window's title is in a bar at the top of the window.) If anything looks abnormal, note that too.

¨ Another vital clue is when the problem started. Did you have the problem the first time you tried the operation that isn't working? Or did PC Access run correctly at first, and begin failing later? If the latter, then something on your computer or in your PC Access setup has changed. Try to remember if you have installed any new hardware or software, or made any other changes which coincide with the start of the problem.

· Many problems relate to the type of computer hardware or system software you are running. Hundreds of different modems, printers, and computers are available, and no two combinations behave exactly alike. Furthermore, you or your vendor have to install all your hardware correctly for your software to work. The support representative may need you to supply detailed information about your computer.

¨ Collect all documentation, diskettes, and other materials that came with your computer. That way you won't need to hunt for these materials if the support representative needs specific information about your computer.

¨ If someone else maintains your computer, such as a consultant, vendor, or corporate PC coordinator, have this person's name and phone number ready. If your problem turns out to be a difficult hardware problem, the support representative may need to speak directly to your consultant, vendor, or PC coordinator.

¨ Run MSD and generate a report file. The support representative may need you to upload or FAX the file to him/her. Sending an MSD report to the support representative is a wise precaution even when it doesn't seem necessary, since the report occasionally exposes subtle problems and danger areas that may cause trouble later.

¨ If you can't get your modem to work at all, you'll probably need to run PORTINFO.

¨ If you are able to install PC Access but have trouble running the program, the support representative probably needs to check your entire PC Access setup. You can generate a text file containing your setup information by clicking the Dump button on the Advanced Setup Menu window.

One last thing: it is natural to become frustrated and angry when a problem occurs. The support representative already understands that the problem is costing you money, and (s)he wants to get you back in business as quickly as possible. Venting frustration on the support representative may be viscerally satisfying, but it simply delays solving your problem. If you need to scream a little, do so; then pick up the phone and call for help.

More:

Where to Call for Support

Last modification date: Friday, January 17, 2003 00:58:47