How and Where to Get Help

If you are having trouble with your hardware, the Mac OS (Operating System), or an application, please follow these steps. Remember that every problem is an opportunity to learn more about your Mac (even if it's a pain!).

STEP 1: Apple's Help Menu Anytime the Finder is the active application (you are on your Desktop), there is a Help menu available. In Mac OS 9, the first choice, Help Center, will open the Help Viewer window with a table of contents with major headings, like AppleWorks Help, iMovie Help, Mac Help, etc. Choose one of these to narrow your search. In Mac OS X, choose either a Quick Click topic, type a question or keyword into the Ask box, or see items about your specific Mac in the "at a glance" section. [You can also choose Mac Help directly from the Apple Help menu or by keyboard shortcut CMND-?.] Mac Help, the broadest of the categories, is intended to help you use your Macintosh hardware and software. Starting with the basics for beginners (or anyone who needs to learn the basics again), this is a great resource.	STEP 2: Application Help Menu Most applications include a help menu specifically for that software (sometimes called the "online help," even though you don't need to be on the Internet to use it). For example, Adobe Photoshop's Help opens a separate viewer application with a table of contents to help you choose what you need. Those major topics are then broken down into smaller, more specific subjects, covering every aspect of using the program. Related topics are linked together, so you can jump from one to another without leafing through pages or going to a table of contents. It also includes an index and the ability to search by keyword. Internet Explorer Help opens in a new window and allows you to browse subjects in a table of contents, find topics alphabetically in the index, and look for definitions in a glossary.
STEP 3: The User's Manual Yes, even Mac users have to read the manual sometimes. It's there for a reason, after all! Consult the manual if the 'online' help doesn't answer your question. Start with the table of contents to find your topic and go to the index if your topic isn't obvious. Like it or not, most applications are now shipping with an electronic user guide, usually in pdf format, on the installation CD. The guide may not be installed on your Mac's hard drive during the application installation, so either keep the CD handy in case you need to use the manual, or copy the manual (drag and drop it) into that application's folder on your hard drive. [If you do not already have a copy of the free Acrobat Reader software (to read pdf files), there will most likely be one on the installation CD.] Some manuals are in html format, for use with your web browser software. These manuals are usually inside a single folder, but consist of separate files for the pages and the graphics. Obvious advantages to an electronic user guide are the ability to search for a specific topic and the use of hypertext to link related subjects. Smaller applications and shareware sometimes include all the help you need in the READ ME file. Do the obvious thing and it may save you time and frustration later.	STEP 4: Technical Support Times have changed, and the days of toll-free calls to a no-fee technical support department are mostly past. Sometimes, though, products include a 30- or 60-day period of free technical support. It may not be a toll-free call, but take advantage of it if you need to. BEFORE you call technical support, read the previous four steps. Online help and manuals often include a "troubleshooting" section that may answer your question. Most vendors (including Apple) encourage users to check their web site before making a phone call (it's less expensive for them and for you). The FAQ (Frequently Asked Questions) and other technical support options like searchable databases are especially useful. E-mail support is an option, as well, and good customer support is most apparent when the answer is prompt and complete. Some companies offer online message forums where other user post their questions and comments. Search these if the FAQs don't hold your answer. Finally, before calling tech support, have the applicable information in front of you: version numbers of your system software and the application, registration numbers, the text of an error message, the sequence of events leading to the error or problem, and other data that will help explain the trouble and ensure that you get the help you need.
STEP 5: Surf the Web In addition to the vendor's web site, there are other places to check for help online. We all know how much information is available online, but sometimes it's tricky to find what you need. [With some problems, of course, you won't be able to get online, so skip this section if that is the case. Duh!] You could start by using a search engine or directory and choose appropriate keywords [...except that typing in "HELP!" probably won't get you anything useful]. Be as specific as you can, use all lowercase letters, and include phrases within quotes (depending on the search engine). Examples: mac system error 108 g4 ide hard drive mac ldapplugin system extension epson mac "os x" printer driver Mac-specific web sites to check: Apple's Basic Troubleshooting MacFixIt MacInTouch Resources for the Older Macintosh	STEP 6: Ask a User Group Member We are constantly amazed by the ingenuity of fellow user group members. Very often, if a member asks a question in a group, another member will have the answer, having gone through the same process in the past. No one in the group has ALL the answers, but if you live by the maxim "the only dumb question is the one you don't ask," you will learn a lot. NEVER be afraid to speak up -- nobody will think less of you, and others may learn something as well! After all, that's why we meet! If you have gone through all of the above steps and still have problems, or if you just need a little direction or advice, let us know and we'll try to help. Ask someone at the next meeting, or send an e-mail including all the pertinent info.
STEP 7: Professional Help If all else fails, you may have to either bring your equipment into the shop or hire someone to help. In San Antonio, the Apple Authorized Service Providers are: MacTLC, 206 E Nakoma, 342-0462 CompUSA, 820 Rector Drive, 348-0880 You can find these and other professionals by searching Apple's Support web pages. Consultants and trainers can be found the same way. Several members of the user group will also work on an hourly basis, so ask around for references.

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