Tips on submitting HelpSU requests
Be as specific as possible
If you're reporting a hardware problem on a PC or Mac
it would be helpful for us to know:
Make and model of computer or printer
Make, model and speed of modem
Operating system version
Amount of RAM (memory)
Hard drive size and space available
Last time the system worked properly
Recent changes in hardware/software, etc.
If you're reporting a problem with an application
it would be helpful for us to know:
Which application (and version) you were using
What you were doing at the time
If your computer is working fine otherwise
If you're reporting a problem with connectivity from office or home
it would be helpful for us to know:
When it last worked correctly
Whether only you are having the problem or whether it's affecting a group
Let us know if you've contacted someone else
It's really useful to us to know that you've 1) talked to your Expert Partner, Local Network Administrator or another technical support person or 2) tried to contact them but were unsuccessful. Or if they worked on the problem but couldn't fix it, that's useful information too. There's nothing worse (to technical support staff) than having several folks working on the same problem at the same time!
Last modified Thursday, 06-Nov-2003 14:51:30 PST
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