Technical Troubleshooting Session

技术故障排除会议

A technical support specialist works with a user or another technician, either remotely or on-site, to identify the root cause of a technical issue and implement a solution.

技术支持专家与用户或另一名技术人员（远程或现场）合作，识别技术问题的根本原因并实施解决方案。

对话

聆听并跟进对话

John (Male)

Hi Emily, thanks for calling. Can you describe the issue you're having with the network printer?

你好，艾米丽，谢谢你打电话过来。你能描述一下网络打印机出了什么问题吗？

Emily (Female)

Hi John. Sure. It's not printing any documents, and it's showing an 'offline' status even though it's plugged in and powered on. We've tried restarting it a few times already.

你好，约翰。好的。它无法打印任何文档，并且显示“脱机”状态，尽管它已插电并开机。我们已经尝试重启了好几次了。

John (Male)

Okay, thanks for that. Have you checked the network cable connection to the printer? Sometimes it can come loose.

好的，谢谢。你检查过打印机的网线连接了吗？有时它可能会松动。

Emily (Female)

Yes, I double-checked. It seems to be firmly in place. And other devices on the same network port are working fine.

是的，我仔细检查了。它似乎连接得很牢固。而且同一网络端口上的其他设备运行正常。

John (Male)

Alright. Could you open the print queue on your computer and see if there are any pending jobs stuck there? Sometimes that can cause it to appear offline.

好的。你能打开你电脑上的打印队列，看看有没有滞留在那里的待处理任务吗？有时这会导致它显示脱机。

Emily (Female)

Let me check... Yes, there are a few documents stuck. I'll clear the queue now.

我看看……是的，有几份文件卡住了。我这就清理队列。

John (Male)

Great. Once that's done, try sending a test print. We might also need to power cycle the printer one more time after clearing the queue.

好的。完成之后，尝试发送一个测试打印。清理队列后，我们可能还需要再给打印机断电重启一次。

Emily (Female)

Okay, cleared. And I'm restarting the printer now. Crossing my fingers... Oh, it's working! The test page just printed. Thank you so much, John!

好的，清理了。我正在重启打印机。祈祷……哦，它好了！测试页刚刚打印出来了。太感谢你了，约翰！

John (Male)

You're welcome, Emily. Glad we could get that sorted for you. It was likely just those stuck print jobs. Let me know if anything else comes up.

不客气，艾米丽。很高兴我们能帮你解决这个问题。很可能就是那些卡住的打印任务。如果还有其他问题，随时告诉我。

词汇

对话中的必备词汇和短语

issue

A problem or difficulty with something, like a technical fault. Use it when describing what's wrong, e.g., 'network issue'.

某事的问题或困难，比如技术故障。在描述出了什么问题时使用，例如“网络问题”.

offline

Not connected to the internet or network. Common in tech support to describe devices that can't communicate, e.g., 'printer is offline'.

未连接到互联网或网络。在技术支持中常用以描述无法通信的设备，例如“打印机离线”。

restarting

The action of turning a device off and then on again to fix problems. It's a basic troubleshooting step, e.g., 'Try restarting the computer'.

将设备关闭然后再次打开以修复问题的操作。这是基本的故障排除步骤，例如，'尝试重启计算机'。

connection

The link between devices, like a cable or wireless link. Useful in tech contexts, e.g., 'Check the connection'.

设备之间的链接，如电缆或无线链接。在技术上下文中很有用，例如“检查连接”。

print queue

A list of documents waiting to be printed on a computer. Important for printer issues, e.g., 'Clear the print queue'.

计算机上等待打印的文档列表。打印机问题的重要部分，例如“清除打印队列”。

stuck

Unable to move forward or complete, like a frozen process. In tech, it means something is jammed, e.g., 'The job is stuck'.

无法前进或完成，像一个冻结的进程。在技术领域，它表示某事被卡住了，例如 'The job is stuck'。

power cycle

To turn a device off, wait, and turn it back on. A common fix for hardware problems, e.g., 'Power cycle the router'.

关闭设备，等待，然后重新打开。一种常见的硬件问题修复方法，例如，“对路由器进行电源循环”。

sorted

Fixed or resolved successfully. Informal British English for completion, e.g., 'Problem sorted!'.

成功修复或解决。非正式英国英语，表示完成，例如‘Problem sorted!’。

关键句型

需要记住和练习的重要短语

Can you describe the issue you're having with the network printer?

This is a polite question to ask for details about a problem. Use it at the start of tech support calls. Grammar: 'Can you' for requests; 'the issue you're having' uses present continuous for ongoing problems.

这是一个礼貌地询问问题细节的问题。在技术支持电话开始时使用。语法：'Can you' 用于请求；'the issue you're having' 使用现在进行时表示持续的问题。

It's not printing any documents, and it's showing an 'offline' status even though it's plugged in and powered on.

Describes a technical problem clearly. Useful for explaining symptoms. Grammar: 'Even though' shows contrast; present continuous 'it's showing' for current state.

清楚描述技术问题。有助于解释症状。语法：“Even though”显示对比；现在进行时“it's showing”用于当前状态。

Have you checked the network cable connection to the printer? Sometimes it can come loose.

A yes/no question for basic troubleshooting. Say this to guide the user. Grammar: Present perfect 'have you checked' for recent actions; 'can come loose' for possibility.

一个用于基本故障排除的Yes/No问题。说这个来指导用户。语法：现在完成时 'have you checked' 用于最近的动作；'can come loose' 用于可能性。

Could you open the print queue on your computer and see if there are any pending jobs stuck there?

Polite request for the user to perform a check. Great for step-by-step instructions. Grammar: 'Could you' is more formal than 'can'; conditional 'if there are' for checking conditions.

礼貌地请求用户执行检查。非常适合逐步指导。语法：“Could you”比“can”更正式；条件句“if there are”用于检查条件。

Let me check... Yes, there are a few documents stuck. I'll clear the queue now.

Reports a finding and states an action. Use when responding to instructions. Grammar: 'Let me' for permission to act; future 'I'll' for immediate plans; present simple 'there are' for existence.

报告一个发现并说明一个行动。在响应指令时使用。语法：'Let me' 用于请求行动许可；未来时 'I'll' 用于即时计划；现在简单时 'there are' 用于表示存在。

Once that's done, try sending a test print. We might also need to power cycle the printer one more time.

Gives sequential advice after an action. Helpful for guiding fixes. Grammar: 'Once' for after an event; imperative 'try sending' for suggestions; 'might need' for possibility.

在动作后给出顺序建议。有助于指导修复。语法：'Once' 表示事件后；祈使句 'try sending' 用于建议；'might need' 表示可能性。

You're welcome, Emily. Glad we could get that sorted for you.

Polite closing after solving a problem. Use to end support positively. Grammar: 'Could get' in past for completed action; 'sorted for you' means resolved on behalf of someone.

解决问题后的礼貌结束语。用于积极结束支持。语法：'Could get' 用过去时表示已完成动作；'sorted for you' 意思是为某人解决问题。