Software problems may or may not be obvious. Some problems can be easily identified by an incorrect display of the application and / or one or more error messages.
However, it is possible for large applications with many interwoven functions to have a hidden problem that only arises under particular circumstances. These can be difficult to identify and resolve.
Basic Checks
The basics are:
Check the configuration, properties and any other options that may control the functioning of the application for incorrect or inapprpriate settings. Some applications do have the ability to change the settings of other applications.
- Close and restart the application
- Restart the PC
- Manually run your system protection utilities as viruses and other variants can selectively interfere with application functions
- Check the vendor’s web site for updates and fixes for known problems. Download and install all recommendations
- Uninstall and reinstall the application. Use Windows© Add and Remove Progamsfunction to uninstall software
Do not just delete the files from Windows Explorer as this does not remove all elements of the application, which could cause problems with a fresh installation. The remnants of an unwanted application that has not been removed correctly can also cause problems for your PC system in ways that can be difficult to detect.
When uninstalling office applications (e.g. word processing and email) ensure that your data files are in a location where the uninstalling process will not delete them.
- There could be a conflict with the operating system version or another application
- You may need to make a decision to either do without the application or purchase the latest upgrade or the latest version to solve the problem. Some software problems cannot be fixed.
Freezes / Hangs
The most common problem that you will likely experience involves document, application and / or system freezes (also called hangs or Microsoft’s quant terminology -
When this occurs or an error message is displayed indicating a similar problem, the only option is to close whatever has caused the problem and restart what you were doing. Sometimes the PC will close the application for you after you acknowledge the error message.
These problems are usually temporary and involve a memory or processing conflict and once cleared by a restart all is well.
Firstly, try closing the document. If the document was the problem, this will fix it.
If the document won’t close, try closing the application. If the application was the problem, this will fix it.
If the application won’t close, try closing Windows. This will mean an uncontrolled shutdown (crashing out), but sometimes there is no option.
If this situation occurs you can (most of the time) force the problem document, application or system function to close by accepting any error message that may be displayed or by attempting to close it by the normal method.
If none of the above suggestions work, you can force the problem document, application or system function to close by using Windows Task Manager. This function is described on the next page.
Reference Material
Published sources for helping to resolve software problems can include:
- Help files – Built into the application and are accessible on the Help menu on the application’s toolbar
- Printed guides – Keep these handy
- Online help – A link is usually provided from within the application
- Internet – This has become a significant source for finding assistance for software problems
Software Vendors
You can search for the software vendor’s web site where there could be troubleshooting assistance or a means of contacting a support person.
Fees are charged for some types of support. Ensure that you are fully informed about the support process and the support you will get before comitting to paying a fee.
General Help
You can use web search applications (e.g. Google) to search using a description of the problem. This will list relevant links to web sites for the vendor and help Forums that you can investigate for an answer.
You could join an appropriate Forum to request assistance for your particular problem.
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