EFE learning modules / Reporting Technical Issues

scenario 2 a remote technical support call between

Scenario Context

"A remote technical support call between Alex, a confused office employee, and Sam, a calm IT specialist, regarding severe software and hardware performance issues."

Speakers
A

Alex

An office worker who is frustrated by multiple technical problems on their workstation.

S

Sam

A professional IT support specialist who uses methodical troubleshooting to identify problems.

The Dialogue

Tap highlighted words to view vocabulary cards below.

Sam
Tech support, Sam speaking. How can I assist you today?
Alex
Hi Sam, it is Alex. I am having some really frustrating issues with my workstation.
Sam
I am sorry to hear that. Could you give me some specific details about what is going wrong?
Alex
Well, the main problem is with the database software. It keeps closing unexpectedly.
Sam
Does this happen after a specific action or is it just random?
Alex
It happens consistently whenever I try to run the end-of-month financial report.
Sam
Do you see any specific error message on the screen before the application closes?
Alex
Yes, it displays a notice right before the window disappears.
Sam
That sounds like a . It likely cannot find a specific file path or resource.
Alex
Also, the whole user interface becomes for a full minute before the crash.
Sam
When the interface hangs like that, are you able to click anything at all or move windows?
Alex
No, everything is frozen. Even my mouse cursor moves very slowly across the screen.
Sam
That sounds like a significant system . Is your laptop feeling hot to the touch?
Alex
Yes, it is quite hot. The internal fan has been spinning loudly all morning.
Sam
It sounds like your CPU is being due to the high temperature.
Alex
Is that why everything feels so and slow today?
Sam
Most likely. When a processor is , its speed drops significantly to prevent damage from heat.
Alex
I also noticed a strange when I type in the search bar or in emails.
Sam
How many seconds of delay are we talking about between typing and the letters appearing?
Alex
It is about two or three seconds. It makes it very hard to work.
Sam
That is severe . It points to very high system resources being consumed by a background process.
Alex
I have tried restarting the computer three times, but the issues just seem to .
Sam
If the symptoms even after a fresh reboot, we definitely need to find the .
Alex
Could it be a hardware error? Maybe the RAM or the hard drive is failing?
Sam
It is possible, but let us check the software logs first to rule out configuration issues.
Alex
How do I access those logs so I can send them to you?
Sam
Navigate to the settings menu, then select System Diagnostics and then click Export Logs.
Alex
Okay, I see the button. I am clicking it now. It says it is generating a file.
Sam
Once you have that file, please attach it to an email and send it to the support desk immediately.
Alex
I will do that right now. What happens after I send the file?
Sam
I will analyze the data. If I cannot fix it here, I will the ticket to our senior developers.
Alex
Thank you, Sam. I really hope we can resolve this before the deadline tonight.
Sam
I will do my best. We want your system running smoothly as soon as possible.
Alex
I appreciate the quick help. The email with the logs is on its way to you.
Sam
Received! I will take a look and get back to you with an update in about an hour.

Scene Vocabulary

Practice vocabulary words & meanings.

Runtime Error

/ራንታይም ኤረር/

የሩጫ ጊዜ ስህተት

An error that occurs while a program is running, rather than during compilation.

አንድ ፕሮግራም በሚሰራበት ጊዜ (ከመዘጋጀቱ ይልቅ) የሚከሰት ስህተት።

Software Bug

/ሶፍትዌር ባግ/

የሶፍትዌር ችግር

An error, flaw, or fault in a computer program that causes it to produce an incorrect or unexpected result.

በኮምፒተር ፕሮግራም ውስጥ ትክክል ያልሆነ ወይም ያልተጠበቀ ውጤት የሚያስከትል ስህተት ወይም ብልሽት።

Unresponsive

/አንሪስፖንሲቭ/

ምላሽ የማይሰጥ

When a computer program or system does not react to user input like mouse clicks or typing.

አንድ የኮምፒተር ፕሮግራም ወይም ሲስተም ለተጠቃሚው ግብዓት (እንደ አይጥ ጠቅታ ወይም ጽሑፍ) ምላሽ በማይሰጥበት ጊዜ።

Glitch

/ግሊች/

መጠነኛ የቴክኒክ ብልሽት

A sudden, usually temporary, malfunction or fault in equipment or software.

በመሳሪያ ወይም በሶፍትዌር ውስጥ የሚከሰት ድንገተኛ እና አብዛኛውን ጊዜ ጊዜያዊ የሆነ ብልሽት።

Throttled

/ስሮትልድ/

ፍጥነትን መገደብ

The intentional slowing of a computer's processor speed to reduce heat or save power.

ሙቀትን ለመቀነስ ወይም ኃይልን ለመቆጠብ የታሰበ የኮምፒተር አቀነባባሪ ፍጥነት መቀነስ።

Sluggish

/ስላጊሽ/

ዝግተኛ

Moving or operating more slowly than usual; lacking energy or alertness.

ከተለመደው በላይ በዝግታ የሚንቀሳቀስ ወይም የሚሰራ፤ ቅልጥፍና የጎደለው።

Latency

/ሌተንሲ/

የጊዜ መዘግየት

The delay before a transfer of data begins following an instruction for its transfer.

አንድ መረጃ እንዲተላለፍ ትዕዛዝ ከተሰጠ በኋላ መረጃው መተላለፍ እስኪጀምር ድረስ ያለው የጊዜ መዘግየት።

Recur

/ሪከር/

ደጋግሞ መከሰት

To happen again or happen repeatedly at intervals.

እንደገና መከሰት ወይም በየተወሰነ ጊዜ ደጋግሞ መከሰት።

Root Cause

/ሩት ኮዝ/

ዋነኛው መንስኤ

The primary or fundamental reason for an issue or problem.

ለአንድ ችግር ወይም ጉዳይ ዋነኛው ወይም መሠረታዊው ምክንያት።

Escalate

/ኤስከሌት/

ወደ ከፍተኛ ባለሙያ ማስተላለፍ

To refer a technical issue to a higher level of support or a more experienced specialist.

የቴክኒክ ችግርን ወደ ከፍተኛ የድጋፍ ደረጃ ወይም የበለጠ ልምድ ላለው ባለሙያ ማስተላለፍ።