Reporting tech issues: using past simple and present perfect
1
Think about these questions before listening. Share your ideas with a partner.
- Think about the last time you had a problem with your computer or phone. What happened, and how did you solve it?
- How do you usually react when an app or program on your device crashes? Do you try to fix it yourself, ask for help, or just give up?
- If you had to explain a technical problem to someone who isn't an expert, what would be the most difficult part? Think about describing the problem clearly.
2
Reporting a Tech Problem
Listen to the dialogue. Notice how the vocabulary and grammar from the lesson are used.
3
Listen to the dialogue again and answer the questions.
01What is the main problem Marco is having with his laptop?
Sample answerHis laptop keeps freezing whenever he tries to open the project file.
02What has Marco already done to try and solve the issue?
Sample answerHe has already tried restarting it, but it didn't work.
03What does Emma advise Marco to do next?
Sample answerShe advises him to troubleshoot the problem with the IT department by submitting a ticket.
04What informal phrase does Marco use to say his laptop isn't working correctly?
Sample answerHe says it's 'completely on the fritz'.
4
Vocabulary
Vocabulary
These expressions will help you communicate more naturally about this topic.
Examples
Act up — to not work properly or behave strangely.
This is a common, slightly informal phrasal verb. You can use it for machines, software, or even parts of your body. Example: 'My laptop has been acting up all morning.'
Troubleshoot a problem — to find the cause of an issue by testing different possible solutions.
This is a standard term used in technical contexts. You can say, 'I tried to troubleshoot the problem myself before calling IT.'
On the fritz — (informal) not working correctly; broken.
This is an informal idiom, perfect for speaking but probably not for a formal written report. Example: 'The office printer is on the fritz again.'
Submit a ticket — to formally report a technical problem using a company's official system.
This is a standard phrase in many workplaces. A 'ticket' is the official record of your problem. Example: 'Have you submitted a ticket for the broken software yet?'
A temporary glitch — a small, sudden, and usually short-lived problem or fault.
A 'glitch' is usually a minor problem, not a major crash. You can use this phrase to describe a problem that you hope will fix itself. Example: 'I couldn't log in, but I think it was just a temporary glitch.'
5
Complete the sentences with words from the box. One word is extra.
Word bank
01The website was down for a few minutes, but it was just a temporary ; everything is working fine now.
02Before you call IT, you should try to the problem yourself by restarting the computer.
03If the problem continues, you'll need to a ticket through the company's help desk portal.
04My keyboard has been all morning; sometimes it types the wrong letters.
05I think my old printer is finally on the ; it won't even turn on anymore.
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Grammar: Past simple vs. present perfect
Grammar
When reporting a technical problem, we use the past simple for finished actions that happened at a specific time. We use the present perfect for actions where the time is not specified or for problems that started in the past and are still relevant now.
Examples
The software crashed this morning.
Use the past simple for a finished action at a specific time in the past ('this morning').
I've tried to restart my computer, but it's still not working.
Use the present perfect for a recent past action that has a result in the present (the computer is still broken).
I installed the update last week, but I've had problems ever since.
Here, 'installed' is a specific past event, while 'have had' describes a situation that started in the past and continues now.
Key points
- Use the past simple with specific past time words like 'yesterday', 'last week', or 'at 10 am'.
- Use the present perfect for recent events or when the exact time is not important.
- Common mistake: Don't use the present perfect with specific past time words. Incorrect: 'I have updated my password yesterday.'
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Find the mistake
Each sentence contains one error. Find and correct it.
01I have submitted a ticket yesterday because my laptop was acting up.
Corrected version
I have submitted a ticket yesterday because my laptop was acting up.
02The new software update has caused many problem since I installed it.
Corrected version
The new software update has caused many problem problems since I installed it.
03My computer is on the fritz again. I need to do a ticket to IT.
Corrected version
My computer is on the fritz again. I need to do submit a ticket to IT.
04The IT department already solve my issue, so everything is working now.
Corrected version
The IT department has already solve solved my issue, so everything is working now.
05I'm trying to troubleshoot the problem for my own, but I can't find a solution.
Corrected version
I'm trying to troubleshoot the problem for on my own, but I can't find a solution.
06The program had a temporary glitchy, but it seems to be working fine now.
Corrected version
The program had a temporary glitchy, glitch, but it seems to be working fine now.
07Can you help me troubleshot this issue with my printer?
Corrected version
Can you help me troubleshot troubleshoot this issue with my printer?
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Useful phrases: Reporting a technical problem
Vocabulary
When you have a problem with your computer or software at work, you need to contact the IT department. Here are some natural and polite phrases to help you explain the issue clearly.
Examples
"Hi, I'm having some trouble with..." — to start the conversation and introduce the problem.
Register: Neutral. Use this as a polite opening line on the phone or at the start of an email. For example: 'Hi, I'm having some trouble with the new accounting software.'
"It keeps freezing / crashing whenever I try to..." — to describe a recurring problem.
Register: Neutral. This is a clear way to explain what happens and when. For example: 'My computer keeps freezing whenever I try to open large files.'
"I've already tried restarting it, but that didn't seem to work." — to show what you have already done to solve the problem.
Register: Neutral. This shows the IT person that you've already tried the most common solution. It saves time and shows you've made an effort.
"I'm getting an error message that says..." — to report a specific error message.
Register: Neutral. This is very helpful for the IT team. Be ready to read the exact message or send a screenshot. For example: 'I'm getting an error message that says 'Permission Denied'.'
"Is there anything you can suggest I do on my end?" — to ask for advice or the next step.
Register: Neutral/Polite. This is a collaborative way to ask for help, rather than just demanding a solution. It shows you are willing to help fix the issue.
"Let me know if you need any more information from my side." — to offer further help and close the conversation.
Register: Neutral/Formal. Use this at the end of your email or phone call to show you are happy to cooperate. It's a polite and professional way to finish the interaction.
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Tech support vocabulary
Learn some new words and phrases for talking about technical problems.
Match each term with its correct definition.
Drag or click to match
Definitions
10
Discuss these questions with a partner. Try to use vocabulary from the lesson.
- When a device is 'on the fritz', do you prefer to troubleshoot the problem yourself, ask a friend for help, or submit a ticket to official support? Explain why your chosen method is usually the most effective.
- Some people believe companies release new software and updates too quickly, causing more bugs and temporary glitches. Others think frequent updates are necessary for security. What is your opinion?
- Think about the customer service for technology in your country. What are the most common frustrations people have when they need to get technical support for a device that is acting up?