The help file contains information about the following topics:
Solving Problems with Problem SolversProblem Solvers is an interactive, on-line system for helping you resolve your problem over the Internet. You use your Web browser to interact with Problem Solvers by describing your problem and answering questions that help Problem Solvers guide you to the answers you need. Problem Solvers searches its repository of known answers (the knowledge base) and presents you with the answers that are most likely to solve your problem. Working with Problem Solvers is an interactive process. Every time you refine the description of your problem or answer questions, click the Next button. Problem Solvers displays a new page with new recommendations. Continue to interact with Problem Solvers until you find the answer to your problem. If you cannot find a answer, click the Open a Support Case button to request direct support. Starting a Problem Solvers SessionProblem Solvers begins the problem-solving process by displaying a list of problems on the first page. This first page may also display a search box into which you type descriptive information. You may also see a section of Clarifying Questions. All of the prompts on this first page are designed to help you initiate the problem-solving process. To begin:
Searching the Knowledge BaseTo search the knowledge base, describe your problem in the search box and click the Next button. Problem Solvers searches the knowledge base and matches your problem description to the entries stored there. When describing a problem, please keep the following guidelines in mind:
Working with the Answers ListAfter you have selected a problem or performed a search, Problem Solvers displays a list of answers for you to consider. The answers are ranked ordered. Answers most likely to solve your problem have higher scores. Scores range from 100 (most likely an answer) to -100 (most likely not a answer). Problem Solvers displays a predetermined number of answers on this page. At the bottom of the answers list Problem Solvers indicates the total number of answers in the current set. To view the next page of answers in this set, click the more button.
Viewing an AnswerWhen Problem Solvers displays an answer, it presents the following information:
Answering Clarifying QuestionsProblem Solvers displays clarifying questions associated with the problem you have identified and with the answers stored in the knowledge base. Based on your answers, Problem Solvers filters the possible answers and presents the answers most likely to solve your problem.
Working with TroubleshootersSome of the problems displayed on the Start Up page automatically launch a Problem Solvers troubleshooter. The troubleshooter presents one question at a time until you get to the appropriate answer or set of answers.
Changing Your AnswersIf you have answered any questions during your session, you can change your answer without having to back up through your session using your browser's Back button. Simply press the Change Response button and all the questions that you have answered will be displayed. You can then change any of your answers and continue on with your session. Using the Session LogProblem Solvers Session Log is a complete history of your Problem Solvers activity. You may review your actions or click on "Replay to here" to try alternative paths to a answer. When you click "Replay to here," Problem Solvers performs all of the steps up to that point and then allows you to choose different answers from that point on. Getting Assistance from Tech SupportAt any point during a Problem Solvers session, you may click the Open a Support Case button to request additional help from Tech Support. When sending a request for assistance, make sure you complete the required fields. Changing PreferencesYou can change the way Problem Solvers displays new pages. You can make the following modifications to the Preferences page:
Tool Bar ButtonsThe following buttons are available from the Problem Solvers left frame:
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