Owner`s manual

Page 4-2 Chapter Four
Eagle 250 Owner's Manual, Revision 01
IF THE PROBLEM AFFECTS MORE THAN ONE USER
Sometimes, the symptoms of a computer problem spread beyond one user. If two or more users, or all
users, on your computer encounter a problem or find their terminals have stopped working, please find
out the following before calling your dealer:
•
Did the problem affect everyone at the same time, or did it start with one or two users, then
spread? Who was first affected? If only some users are affected, what do they have in common?
Is it everyone at one location? People who use PCs instead of terminals?
•
What was each affected person doing when it happened? (If the problem started small and spread
out, what the first person was doing is especially important.) If the entire computer stopped
working, what was everyone doing? Be detailed: what feature was each person using? What data
was he or she entering? If some users can still work, what are they doing?
•
Did everyone encounter the same symptoms? Did anyone receive an error message? Write down
all error messages, who received them, and what they were doing when they got the errors.
•
If any background processes, such as a report generator, were running, what were they doing and
are they still working?
•
Look at the two-digit status display on the front of the computer chassis. What code is shown?
Once you have this information, call your dealer as soon as it’s practical. Ideally, you should call
immediately, while the problem is still in effect, but this isn’t always possible. The more serious the
problem, the more important it is to call quickly: a complete system lockup is more critical than an error
on one or two terminals.
IF YOU CAN’T CONTACT YOUR DEALER
This chapter assumes your Alpha Micro dealer is your first line of support for your Eagle 250. Your
dealer is your best support option because he or she is most familiar with your computer installation and
how you use it in your business.
At the end of this book, there’s a Contact Information Sheet. It contains phone and fax numbers, e-
mail addresses, and Web page addresses for contacting Alpha Micro. It also contains fields for you
to fill out with the information listed in this section, so you have it handy if you need it.
However, we know that some Alpha Micro users have lost contact with their dealers. Your dealer may
have moved, or you may have, making contact difficult. If, for whatever reason, you cannot get in touch
with your dealer for help with your problem, call the Alpha Micro Technical Assistance Center for help.
They’ll be happy to either help you or put you in touch with a local Alpha Micro dealer who can.
Before you contact Alpha Micro, please have some additional information ready to give the technical
support representative. Since we aren’t as familiar with your computer as your dealer is, we’ll need to
know some background information:
•
What model of computer is it?
•
What version of the AMOS operating system do you use?
•
What application do you use? What version of it?