Something has gone wrong.
There was an error.
It just doesn’t work.
I cannot do X.

These are just some of the statements I receive from people asking for help with their computer.

Imagine if this was a mechanical problem with your car.  Do you think your mechanic could help you if you told them that “something is wrong with the car” or “I cannot get to work?”  The mechanic would need more information.  That information would need to come from you, or the car.

Having to get more information costs time.  You are much more likely to get a quick answer if you state your problem precisely with lots of supporting information.

Think about what the other person needs.  Include as much information as you can.  Think of it as a game of Clue.  You don’t have to be technical to give technical information.  Even if it might not seem relevant, it is preferable to include it.

Here are some ideas for things to think about when asking for help with your computer problem:

• What is the problem?
• What were you doing before the problem?
• What has changed recently?
• What have you done to try and fix the problem?
• What is the exact error message? (screen shots, or copied text are nice)
• Are there any other symptoms? (beeping, other problems, etc.)
• Can you recreate the problem?
• What are the steps to recreate the problem?
• When did the problem begin?
• What are you trying to do that causes this problem to happen.
• How critical is this problem?
• Are you able to do other similar tasks?  For instance, if you cannot print from Word, can you print from notepad?

This information can really help a technical person in diagnosing your problem – allowing you get the best possible help in a timely manner.