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EFE learning modules / Reporting Technical Issues

scenario 3 sarah a marketing manager is calling m

Scenario Context

"Sarah, a Marketing Manager, is calling Mark from the IT Support department to report several critical software and hardware failures hindering her team's progress."

Speakers
S

Sarah

A marketing manager who is non-technical but needs to describe complex software errors clearly.

M

Mark

An experienced IT support specialist who uses technical terminology to diagnose and solve problems.

The Dialogue

Tap highlighted words to view vocabulary cards below.

Mark
Hello, IT Support, Mark speaking. How can I help you today?
Sarah
Hi Mark, it is Sarah from Marketing. I am having some serious trouble with my workstation.
Mark
I am sorry to hear that. Could you give me a brief overview of what is happening?
Sarah
To start, I think there is a in the new project management software.
Mark
Okay, is this a constant problem or is it more of an issue?
Sarah
It is . Sometimes the 'Submit' button just disappears from the user .
Mark
That sounds like a rendering error. Are you using the latest version of the browser?
Sarah
I checked that, and yes, it is updated. But now I am getting a blue screen error too.
Mark
A blue screen usually indicates a hardware error or a serious issue.
Sarah
It happened right after I plugged in the new external hard drive.
Mark
I see. We might be looking at a driver conflict. Does the computer restart automatically?
Sarah
Yes, it restarts, but then it becomes very slow. There is a lot of when I type.
Mark
while typing can sometimes mean the CPU is being overloaded by a background process.
Sarah
Could it be a virus? I am worried about the security of our data.
Mark
It is unlikely to be a virus if you only see it after using that specific hardware.
Sarah
What should I do first? I have a deadline in two hours.
Mark
Let's start some . Can you unplug the external drive for a moment?
Sarah
Okay, I have unplugged it. The system seems a bit more responsive now.
Mark
Great. Now, about that software bug. Can you take a screenshot when the button disappears?
Sarah
I tried, but the entire froze when I pressed the print screen key.
Mark
That suggests a deeper software conflict. I will need to check the log files on your machine.
Sarah
How do I send those to you? I cannot even open my email right now.
Mark
Don't worry, I can use a remote desktop tool to access your computer from here.
Sarah
Is there a I can use in the meantime to finish my report?
Mark
You could try accessing the web version of the software on your tablet.
Sarah
That is a good idea. I will try that while you look at the workstation.
Mark
I have found the error. It seems like a recent we installed is causing the crash.
Sarah
Will you have to uninstall the whole program to fix it?
Mark
No, I can just roll back the specific update that caused the .
Sarah
Thank you so much, Mark. I was really stressed about the technical issues.
Mark
No problem, Sarah. I will send you a confirmation once the fix is deployed.
Sarah
Perfect. I will wait for your signal before I log back in.

Scene Vocabulary

Practice vocabulary words & meanings.

Glitch

/ግሊች/

ድንገተኛ የቴክኒክ ችግር

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

በድንገት የሚከሰት እና አብዛኛውን ጊዜ ጊዜያዊ የሆነ የመሳሪያ ወይም የሶፍትዌር ብልሽት።

Intermittent

/ኢንተርሚተንት/

አልፎ አልፎ የሚከሰት

Occurring at irregular intervals; not continuous or steady.

መደበኛ ባልሆነ ጊዜ የሚከሰት፤ ቀጣይነት የሌለው።

Interface

/ኢንተርፌስ/

የተጠቃሚ መገናኛ ገጽ

A device or program enabling a user to communicate with a computer.

አንድ ተጠቃሚ ከኮምፒውተር ጋር እንዲገናኝ የሚያስችል ፕሮግራም ወይም መሣሪያ።

Troubleshooting

/ትራብልሹቲንግ/

ችግርን መፈለግና ማስተካከል

The process of identifying and fixing problems in complex systems.

ውስብስብ በሆኑ ሥርዓቶች ውስጥ ችግሮችን የመለየት እና የማስተካከል ሂደት።

Compatibility

/ኮምፓተቢሊቲ/

ተስማሚነት

The ability of two systems or components to work together without modification.

ሁለት ሥርዓቶች ወይም አካላት ያለ ምንም ለውጥ አብረው የመሥራት ችሎታ።

Latency

/ሌተንሲ/

መዘግየት

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

መመሪያ ከተሰጠ በኋላ መረጃ መተላለፍ ከመጀመሩ በፊት የሚፈጠር መዘግየት።

Workaround

/ወርክአራውንድ/

ጊዜያዊ መፍትሄ

A method for overcoming a problem or limitation in a program or system.

በአንድ ፕሮግራም ወይም ሥርዓት ውስጥ ያለን ችግር ወይም ገደብ ለማለፍ የሚያገለግል ዘዴ።

Patch

/ፓች/

ጥገናዊ ሶፍትዌር

A piece of software designed to update or fix problems with a computer program.

የኮምፒውተር ፕሮግራምን ለማዘመን ወይም ችግሮችን ለመጠገን የተነደፈ የሶፍትዌር ክፍል ።

Instability

/ኢንስቴቢሊቲ/

አለመረጋጋት

The quality of being prone to change, fail, or behave unpredictably.

ለመለወጥ፣ ለመውደቅ ወይም ባልተጠበቀ ሁኔታ ለመስራት የመጋለጥ ሁኔታ።

Deployment

/ዲፕሎይመንት/

ሥራ ላይ ማዋል

The action of bringing resources or software into effective action.

ሀብቶችን ወይም ሶፍትዌሮችን ውጤታማ በሆነ መንገድ ሥራ ላይ የማዋል ተግባር።