Kbase 1675: Questions to Expect in Diagnosing MS-Windows Problems
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
10/16/2008 |
|
Status: Unverified
GOAL:
Questions to expect in diagnosing MS-Windows problems (DOS/WINDOWS/CITRIX).
FIX:
Your answers to the following questions will help Progress Technical Support to narrow down exactly what your situation is and determine the next steps to take. This should avoid the extra time spent during the initial series of telephone calls. If you have this information ready, the handling of the call is much shorter.
Above all, use common sense and practical debugging techniques. Narrow the problem down by reducing the situation to contain the least number of variables. The easier you make the situation to understand and/or reproduce, the easier it will be for Technical Support to provide a resolution.
Answers to the following greatly help efforts to solve your PC difficulties:
1) What is the Progress and Patch version?
(For example: 9.0b37. You can find this in the version file
in the DLC directory, on the startup screen, or on the
installation CD.)
2) What version of MS Windows and Service Pack are you running?
(Windows 95, 98, NT, 2000)
3) What errors did you receive?
4) Where and when did you see them?
5) Do you get errors on the client or the server?
6) What are the details of problem?
- Is it reproducible or random?
- Does it occur on all PCs?
- Does it occur with all users? (rights!)
- Does it occur in a particular part of the application?
- What do you think the problem is?
7) Is this a new installation, an upgrade, or an established
site?
8) Has the application ever worked in this environment before and
if 'yes" for how long.
(If it has worked elsewhere, the differences must be
compared.)
9) What are the details of the client and/or server machine?
- Brand name and model/type of PC
- CPU type and manufacturer
- Single CPU/ Multiple CPUs
- CPU speed
- Brand and resolution of Graphics Card/Video Adapter
10) Has anything changed since the application worked last?
(Nothing is too trivial here.)
11) What other Applications are running?
(Removing as many applications as possible avoids conflicts
and narrows down the possible causes.)
12) What Progress start-up parameters are set?
(-N, -S, -H, -E, -B, -L and/or others?)