I thought our discussions were helpful to many of the people in attendance, including me.

In a forum comprised of so many knowledgeable people with such a various collection of experiences, we all learned a thing or two. For those who weren’t able to attend, I will summarize what was discussed.

The morning session was devoted to networks. We started by listing 8 basic components of a network and then elaborated on each component.

The components discussed were:

1. Computers (at least two).
2. NICS (Network Interface Cards)
3. Cable
4. Hub
5. Network Operating System
6. Printer Servers
7. Printers
8. Power Protection

Installing the Components

The discussion was lively as many of our network/hardware specialists offered pointers on selecting and installing the components. We heard some good war stories about troublesome network installations. The discussion really brought to light the importance of two frequently overlooked components. These are network cable and power protection. Many didn’t realize or understand the differences between categories of cable and the importance of selecting the right cable and jacks. We heard several stories that emphasized the importance of having high quality cable, jacks, and terminators for transporting data and having shielded cable in energized environments such as welding shops.

I think the moral of all the stories was, "Network cable is NOT a good place to cut costs."

Power Protection on EVERY Computer

Several people had stories that emphasized the importance of having power protection on every computer. We talked about surge protection, battery backup for sags and outages, and surge protection for network and modem cables.

Some were surprised to learn that power protection is also a good idea for the network hub. We talked about the importance of testing a UPS (uninterruptable power source) to verify that it has the capacity to carry the load during a power outage.

The test is done by closing all applications on the computer and unplugging the power cord of the UPS from the outlet. The computer should continue to run if the UPS is adequate.

Power problems was a topic that everyone related to because we all have experienced power problems at one time or another. We discussed the prudence of having a dedicated electrical circuit for the computer system and not allowing other appliances to be connected to that circuit.

One humorous story related the difficulty of figuring out that the seemingly random computer failures were associated with a refrigerator coming on.

The afternoon discussion turned to troubleshooting techniques, the methods by which we go about isolating what is causing a problem.

We talked about three things that cause the software to malfunction. They were: (1) corrupted or missing data, (2) corrupted programs and program errors, and (3) hardware, network, and operating system malfunctions.

We identified some simple tests to determine which of these categories applies in a given situation.

To test for data corruption, try to reproduce the problem in a different company such as the .DMO company. If a problem happens in one company and not in another, it is most likely something with the data. If a problem happens in more than one company or all companies, it is most likely a category 2 or 3 problem.

To test for a network problem, try to reproduce the problem on the server computer. If the software works correctly on the server but not on the workstations, the problem is in the network. If the problem occurs on both the server and the workstations, it is either a data or a program problem.

We talked about ways business partners can help us in Technical Support when trying to resolve a customer’s problem.

One way is to always write the error messages down especially any reference to a data file name. I talked about the service tickets we use in-house. Many business partners said they would use the service tickets if they had them. I agreed to update the service ticket form and put it on the web-site for all to have.