El lenguaje del soporte técnico
Aprende formas claras y útiles de reportar problemas con dispositivos, describir síntomas y explicar cuándo algo sale mal.
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Questions with solutions-
1. Elige la respuesta correcta.
You press your laptop's power button, but nothing happens. The screen stays dark. What can you tell tech support?
- My laptop won't turn off.
- My laptop won't turn on.
- My laptop keeps restarting.
Piensa en lo que intentas que haga la computadora portátil.
Show solution
- My laptop won't turn on.
“Won't turn on” significa que el dispositivo no se enciende cuando intentas encenderlo.
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2. Completa el espacio en blanco.
My phone has been plugged in for an hour, but the battery is still at 20%. It ___.
- is already fully charged
- is charging normally
- isn't charging
El nivel de la batería no ha aumentado.
Show solution
My phone has been plugged in for an hour, but the battery is still at 20%. It isn't charging.
Un dispositivo puede estar enchufado sin estar cargándose. Indica al soporte técnico si el nivel de la batería cambia.
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3. Completa el espacio en blanco.
The picture on my tablet is clear, but nothing moves or responds when I touch the screen. The screen is ___.
- frozen
- blurry
- dim
Esto describe una pantalla que ha dejado de responder, no una imagen que es difícil de ver.
Show solution
The picture on my tablet is clear, but nothing moves or responds when I touch the screen. The screen is frozen.
En soporte técnico, “frozen” significa bloqueado y sin responder. No se refiere a la temperatura.
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4. Elige la respuesta correcta.
A video plays normally on your phone. The volume is turned up, but you cannot hear anything at all. How can you describe the problem?
- The sound is too quiet.
- The sound cuts in and out.
- There is no sound.
You hear nothing at all, not quiet sound or sound that comes and goes.
Show solution
- There is no sound.
“No sound” describes complete silence. “Cuts in and out” means the sound repeatedly stops and returns.
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5. Completa el espacio en blanco.
My Wi-Fi connection ___ every few minutes. I have to connect again each time.
- slows down
- drops
- stays active
The connection ends; it does not just become slower.
Show solution
My Wi-Fi connection drops every few minutes. I have to connect again each time.
When a connection “drops,” it is lost. This word is useful for internet connections and phone calls.
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6. Elige la respuesta correcta.
Your printer prints the whole page. The letters have clear edges, but the ink is very light and difficult to see. How can you describe the result?
- The print is faded.
- The print is cut off.
- The print is smudged.
El problema es lo tenue que se ve la impresión, no que falten letras o que estén manchadas.
Show solution
- The print is faded.
“Faded” describe un color tenue. “Smudged” describe tinta que se ha corrido y ha hecho que los trazos no se vean claros.
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7. Completa el espacio en blanco.
The camera app opens for a second, then disappears and returns me to the home screen. The app ___.
- opens by itself
- won't open at all
- closes by itself
La aplicación se inicia, pero no decides salir de ella.
Show solution
The camera app opens for a second, then disappears and returns me to the home screen. The app closes by itself.
Una aplicación que se cierra inesperadamente puede haber “crashed.” Describir lo que ves es útil incluso si no conoces el término técnico.
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8. Elige la respuesta correcta.
You reach the sign-in page and enter the password you have saved. The page says “Incorrect password.” How can you report the problem accurately?
- I can't find the sign-in page.
- It won't accept my password.
- I can't remember my password.
You have a password to enter, but the system rejects it.
Show solution
- It won't accept my password.
“Won't accept” reports the system's response without claiming that your password is definitely correct.
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9. Completa el espacio en blanco.
While I'm using my laptop, its fan sometimes clicks, then becomes quiet again. There is no clear pattern. The noise happens ___.
- from time to time
- without a break
- only when I turn the laptop on
El ruido aparece y desaparece en lugar de ser continuo.
Show solution
While I'm using my laptop, its fan sometimes clicks, then becomes quiet again. There is no clear pattern. The noise happens from time to time.
“From time to time” significa a veces. Informar con qué frecuencia ocurre un problema ayuda al equipo de soporte a entenderlo.
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10. Elige la respuesta correcta.
Your headphones play sound when connected to your laptop, but not when connected to your phone. The phone's own speaker works normally. How can you describe your headphone problem?
- My phone doesn't play sound through its speaker.
- My headphones don't work with any device.
- My headphones work with my laptop but not with my phone.
Keep the difference between the two devices in your report.
Show solution
- My headphones work with my laptop but not with my phone.
Mentioning where an accessory works—and where it does not—helps support narrow down the problem.
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11. Completa el espacio en blanco.
Whenever I try to open my saved document, “File not found” appears on the screen. I get this ___ every time.
- password request
- error message
- success message
Las palabras indican que algo salió mal.
Show solution
Whenever I try to open my saved document, “File not found” appears on the screen. I get this error message every time.
Dale al equipo de soporte las palabras exactas de un mensaje de error. Los mensajes que parecen similares pueden describir problemas diferentes.
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12. Elige la respuesta correcta.
You installed a system update. After that, your keyboard stopped working. You do not know what caused the problem. What can you tell support?
- My keyboard stopped working after the update.
- The update definitely damaged my keyboard.
- My keyboard had already stopped working before the update.
Describe el orden de los eventos sin añadir una causa que no puedas confirmar.
Show solution
- My keyboard stopped working after the update.
“After the update” explica cuándo comenzó el problema. No afirma que la actualización lo haya causado.
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13. Elige la respuesta correcta.
Restarting your router restores your internet connection, but the connection stops working again ten minutes later. How can you describe the effect of restarting?
- Restarting has no effect on the problem.
- Restarting fixes the problem completely.
- Restarting fixes the problem temporarily.
The improvement lasts for a short time, not forever.
Show solution
- Restarting fixes the problem temporarily.
“Temporarily” means for a limited time. A temporary fix helps you continue, but the original problem can return.
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14. Completa el espacio en blanco.
My keyboard responds, but not right away. Letters appear five seconds after I type them. There is a ___ between typing and seeing the letters.
- restart
- delay
- crash
La acción ocurre más tarde de lo esperado, en lugar de fallar por completo.
Show solution
My keyboard responds, but not right away. Letters appear five seconds after I type them. There is a delay between typing and seeing the letters.
Un “delay” es una espera antes de que algo suceda. Indicar cuánto tiempo esperas hace que el informe sea más útil.
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15. Elige la respuesta correcta.
Support asks, “Does this happen with every document?” Small documents display correctly. In every large document you open, the pictures are missing. What should you reply?
- It only happens with large documents, and it happens every time I open one.
- It happens with every document, whether it is small or large.
- It sometimes happens with small documents, but large documents display correctly.
Include both the kind of document and how often the problem occurs.
Show solution
- It only happens with large documents, and it happens every time I open one.
A precise condition, such as “every time I open a large document,” can help support reproduce the problem and investigate it.