The Language of Tech Support
Learn clear, useful ways to report device problems, describe symptoms, and explain when something goes wrong.
Preview
Questions with solutions-
1. 选择正确答案。
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.
Think about what you are trying to make the laptop do.
Show solution
- My laptop won't turn on.
“Won't turn on” means the device does not start when you try to start it.
-
2. 填空。
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
The battery level has not increased.
Show solution
My phone has been plugged in for an hour, but the battery is still at 20%. It isn't charging.
A device can be plugged in without charging. Tell support whether the battery level changes.
-
3. 填空。
The picture on my tablet is clear, but nothing moves or responds when I touch the screen. The screen is ___.
- frozen
- blurry
- dim
This describes a screen that has stopped responding, not a picture that is hard to see.
Show solution
The picture on my tablet is clear, but nothing moves or responds when I touch the screen. The screen is frozen.
In tech support, “frozen” means stuck and not responding. It does not refer to temperature.
-
4. 选择正确答案。
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.
-
5. 填空。
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.
-
6. 选择正确答案。
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.
The problem is how light the print looks, not missing or messy letters.
Show solution
- The print is faded.
“Faded” describes weak color. “Smudged” describes ink that has spread and made marks unclear.
-
7. 填空。
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
The app starts, but you do not decide to leave it.
Show solution
The camera app opens for a second, then disappears and returns me to the home screen. The app closes by itself.
An app that closes unexpectedly may have “crashed.” Describing what you see is useful even if you do not know the technical term.
-
8. 选择正确答案。
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.
-
9. 填空。
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
The noise comes and goes rather than continuing.
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” means sometimes. Reporting how often a problem happens helps support understand it.
-
10. 选择正确答案。
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.
-
11. 填空。
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
The words explain that something has gone wrong.
Show solution
Whenever I try to open my saved document, “File not found” appears on the screen. I get this error message every time.
Give support the exact words of an error message. Similar-looking messages can describe different problems.
-
12. 选择正确答案。
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.
Report the order of events without adding a cause you cannot confirm.
Show solution
- My keyboard stopped working after the update.
“After the update” explains when the problem started. It does not claim that the update caused it.
-
13. 选择正确答案。
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.
-
14. 填空。
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
The action happens later than expected, rather than failing completely.
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.
A “delay” is a wait before something happens. Saying how long you wait makes the report more useful.
-
15. 选择正确答案。
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.