Being among the masses that help people with computer (or more accurately internet) problems daily, there are a few things we the geeks would like you to know:
1) Sometimes we don’t know what you are talking about. Really.
2) Sometimes we genuinely can not replicate the problem on our end.
3) Sometimes we can’t fix something instantaneously.
So if you are wanting a web person (or tech-saavy brother-in-law several states away) to help you out, here’s what we need.
Case 1: We don’t know what you are talking about.
Need: A screenshot or link where we can see the error.
‘My website isn’t working’ really isn’t enough for us to go on.
Unless we go to your website and see that there is Turkish music playing and some unrecognizable script across your page… you know, and you aren’t a Turkish music group. Then we’ll know something’s up.
But let’s just say that’s not the problem. Let’s say the problem is you are getting a weird error message on the registration page of your site. Sending us a link to your registration form showing an error message is really helpful because it lets us see what the problem might be… and as importantly, where the problem isn’t.
For example the other day someone called saying “I can’t check my email” and after a few minutes, I figured they were typing their email address into the search box of Google instead of going to the webmail link before typing in her email address. A screenshot would have solved this more quickly… and much less frustratingly for both of us.
Case 2: We can’t replicate the problem.
Need: Specific information about anything that might be (or might not be) relevant
So let’s say we try to see the error but can’t. We will need to know a bit more specifically about how your computer is set up. Feel free to offer the following information, depending on the problem of course:
- Operating system (Windows 7, Mountain Lion, etc.)
- Browser (Internet Explorer, Firefox, etc.)
- Email client (Outlook, etc.)
- Email settings (POP/IMAP, server settings, etc.)
- When the problem started
- If this problem is existing just on your computer
- Other stuff more specific depending on how you answered the above questions and the nature of the problem
We are not asking these questions to be jerks; we are genuinely trying to figure out something, anything, to be able to see what you see.
And if we ask you to do something dumb, as long as it’s not going to do permanent damage to you or your device, just do it. We’re trying to help and sometimes turning it on and off really does work.
Case 3: We can’t fix it instantaneously.
Need: Time
Despite what you might think, the internet is not an instantaneous place. Sometimes we genuinely see something we haven’t seen before and need time to mull it over, ask our buddies about it, or try some things.
If it’s a problem with your website, we may make a copy of your website somewhere else so we can test solutions, for example.
So give us time to comb the forums and otherwise try stuff out. Because doing it in front of you is nerve wracking, especially if we can’t fix it right away.
Thanks so much for giving us what we need at every stage… because doing it helps us help you better!