PC Strategies Revealed  ©2002

"What processor do you have?"
"How often has this happened?"
"Which version are you running?"
"What video card are you using?"

Chances are, if you have ever called for technical support, you've been asked one of these, or similar, questions.  Not having the answers can mean a much longer troubleshooting experience, or worse.  Perhaps you have your own personal tech taking care of your PC's.  Will he know off the top of his head which version of Adobe Acrobat Reader is installed (assuming no one reinstalled a later version without informing him/her) or which was the last Windows Update that was performed or when?

Today's computer world is much more complex than in the previous decade.  PC's need to incorporate hardware and software from dozens of different vendors, then keep the drivers and software versions current.  To complicate things further, you might decide that's it is prudent not updating, as in not fixing something that's not broken.  One software vendor's update causes chain reactions with many other programs and drivers.

So what can you do to insure a smooth running computer-based office?  There are a few strategies I can suggest, although some of them may seem too simple to work.  What works in larger companies can work for small ones as well.

Strategy #1:  If possible, keep all hardware identical.
This is not easy, especially if you add systems after the initial installations.  However, the idea is that troubleshooting is made much easier if you can eliminate hardware brand and type and as a cause for issues.  Except in the case of part failure, what runs on one PC should run on all.

In the case of purchasing all new systems for an office, definitely specify identical parts for each system.  If you don't, you very well may get far different pieces installed inside identical-looking computers.  In adding one or two systems, inquire as to how much of the current component types can be utilized in the new PC's.

Strategy #2:  Install identical software on all PC's.
In theory, a user in your office should be able to sit at any desk in the building and run their applications.  In practice, technicians only install what is necessary on a user-by-user basis.  If the hardware is compatible enough with each other (see Strategy #1), you can utilize a hard drive copying program, which can solve a myriad of problems later.  

Start by taking one PC and loading, from scratch, the latest version of Windows you wish to run and then every application needed by anyone in the office.  Make sure you have the licensing in place to do this (read each license agreement carefully).  Once complete, you should have a system that any user can sit in front of and run with a minimum of modification.  Now copy that drive, using a program like Symantec's Ghost, to each and every other system's drive in the office.  This gives you the ability to start a workstation from scratch each time Windows corrupts a file, the system acts erratically or a major update is performed.  

Most qualified technicians know at least one procedure for copying drives and should be able to accomplish this.  For example, with Ghost there is a way to copy a drive to a file on the network.  This may be desirable on a larger or issue-prone network.

Strategy #3:  Keep a Journal with each workstation
A small spiral notebook or slim 3-ring binder should be accessible at each desk.  Inside, on the top pages, keep notes on the contents of the system, listing hardware components, peripheral and driver versions, and all applications and updates installed, including Windows.  Keep this updated as parts or software is installed or upgraded.

The next section should include quick support contacts and phone numbers.  This is repetitive, each desk with approximately the same information, but will be a great help when needed.  You won't have to go digging through any paperwork, all the info is there at the workstation.

Finally, keep a log of problems, issues and error messages.  Include the date, day of the week, and time for each.  Make sure you write the text of any error messages and write as legibly as possible, as a tech may need to refer back to the log at a later time.  Also, on a new problem, try to specify as much information as you can on what was happening at the time.  "Ran Word OK, then Outlook OK, then Paint Shop Pro gave this memory error:"  The order in which software is run can affect the system.

This is a great way to detect patterns that aren't otherwise apparent.  For example, a memory error occurs at around 9am every other morning, and you realize that this is when Tommy, a part-timer, logs in across the aisle.  Your email program might fail only on systems on which the latest Internet Explorer version is loaded.

Strategy #4:  Outsource To An ASP
ASP stand for Application Service provider, but some of them are changing their acronym. If they host your software, they are an ASP. Obviously, if your software and data resides on an ASP's servers, the issues are outsourced too.  This does not take the place of the first three Strategies listed, since you still have workstations in your Office and Microsoft is still in charge of their operating systems.  Also, the ASP will not probably be responsible for software glitches or bugs, so the vendor's info will need to be handy.

The most critical component while utilizing an application host is your Internet bandwidth.  I can't stress enough to have a good working relationship with your Internet Provider, and to have backup bandwidth available in case your ISP is down.  Your ASP should also have contingency plans, and perhaps multiple Internet sources.

Strategy #5:  Test your backups
While most businesses do back up periodically, and are told to do so by every available industry pundit, I'm always amazed at how few actually test their procedures and media.  Over the years I have heard dozens of firms complaining that they tried to restore after a mishap, only to find out the tape was bad, or the security wasn't set up properly, or the backup software wasn't overwriting properly, or many other reasons why they lost all their data.

Your technician may or may not know the best way or how often to test, but should be told to schedule a test restore at least every other month.  Usually this involves telling the tape software to copy the contents on the tape into a temporary folder and then running the applications so that the data can be confirmed usable.

If you utilize these strategies, regardless of the size of your company, inevitable troubleshooting will be made easier, headaches from technical support calls will be fewer, and hours of staff production lost will be lessened.  Another benefit will be the ease at which you can make technology decisions, since you will have all the information you need regarding your present workstations.

If you have any questions, feel free to email me at jack@worldpointinc.com.

Note: WorldPOINT articles are copyrighted and the exclusive property of WorldPOINT Inc. and author Jack Huber. They may be copied or reproduced by non-ASP's and non-competitors only in their entirety with no modifications, including the source and byline, and distributed without charge or financial gain.