Owner`s manual

Eagle 250 Owner's Manual, Revision 01
Chapter 4 - What If Something
Goes Wrong?
Your Eagle 250 computer is designed to be reliable and trouble-free. However, as with any product,
especially one as complex as a computer system, things may go wrong from time to time. If you do have
a problem, gathering the right information and following the correct procedure can help you and your
dealer solve it as quickly as possible. This chapter describes what you should do if you have a problem
with your computer that seems like it may be serious: for example, one or more terminals stops working
or the entire computer halts.
Briefly, you should gather as much information as possible and call your dealer as soon as you can. The
next few sections go into more detail about what your dealer may need to know to help you.
Your application documentation may include information on errors which could occur in your
application and what you should do about them. If so, refer to your application documentation
and follow any procedures there before calling your dealer.
IF THE PROBLEM IS WITH ONE TERMINAL
If only a single user encounters a problem—for example, there is an error message and the application
stops running or the terminal stops responding—here’s what to find out:
1. What exactly was that person doing when the problem occurred? What feature was he or she
using? What was the very last thing he or she did before the problem: chose an option (which
option?), typed a name (what name?), something else?
2. What happened? Did the terminal just stop working? Was there an error message? If so, write
down the exact message. Is the screen display from your application still displayed or did the
screen go blank?
3. Has this error happened before? Under the same circumstances? Can you make the error happen
by repeating certain actions?
4. Is the terminal responding now? If you type a command, what happens? If you press
CTRL
/ C,
what happens?
5. Was anyone else using the same feature or function at the same time? Are their terminals still
working? Did they see any error messages?
Once you have this information, call your dealer as soon as it’s practical. Ideally, you should call
immediately, while the user still has the error condition on the screen, but this isn’t always possible.
Also, use common sense: if it’s midnight, you may want to wait until morning before calling.