Turning a mystery into a puzzle
By Charles Miller

A recent issue of Smithsonian magazine included a column by Gregory F. Treverton that really resonated with me. The subject was the difference between a puzzle and a mystery. The writer in me loves such linguistic exercises.

The writer postulated that the reason so many people enjoy the crossword puzzle is that even though they might not know all the answers, they are satisfied to know that the pieces of the puzzle exist and there is a correct answer waiting to be found.

A mystery, on the other hand, has no definitive answer. It is contingent on factors known and unknown; changing and ephemeral. A mystery often cannot be answered.

So the distinction is this: A puzzle is something that requires only the right additional information to solve, a mystery may or may not even have a solution.

After reading Treverton’s article, I realized how well it sums up the correct approach to troubleshooting today’s high-tech computer systems. The essence of being able to efficiently troubleshoot computer malfunctions is being able to arrive at an early assessment of whether the problem is a puzzle or a mystery.

All problems start off as mysteries and not puzzles. The goal of the technician is to see if it is possible to turn a mystery into a puzzle, and one that can be solved.

If it is possible to determine the problem at hand to be a puzzle, then we can proceed confident in the knowledge that an answer is there. A puzzle can be figured out if you just assemble enough pieces. Perseverance and tenacity will eventually find the pieces of the puzzle and assemble them in the correct order. Problem solved!

A mystery lacks identifiable pieces and requires a different approach to solving. It is not always a logical process of collecting data. Solving a mystery may require taking leaps of faith and judgment

Unfortunately, though, a lot of computer problems are a real mystery. All too often the user does not remember what they did to precipitate a problem, if indeed they ever knew in the first place. Without these vital pieces of the puzzle, the mystery stubbornly remains.

Troubleshooting most computer problems involving Microsoft Windows is a race against the clock. In dealing with most Windows problems, there could be an answer to the puzzle, but there first comes a point at which we realize the problem we are dealing with is still a mystery past the point at which other more economical options are available.

Specifically, what I refer to is that many computer problems can be corrected by simply reinstalling Microsoft Windows. Doing so solves practically any software-related problem imaginable, but at the cost of losing all your data and all your programs.

A competent professional can back-up all your data before reformatting your hard disk and reinstalling Windows. You ought to be backing up your data yourself anyway.

Reinstalling all your programs might be the greatest obstacle, particularly if you have been cavalier about keeping track of your original installation CDs and your serial numbers.

It is a simple matter to make back-ups of your documents, photographs, music, etc. It is generally impossible to back-up a program and restore it to your computer after having reinstalled Windows. The reason for this is no mystery; the makers of those programs are encouraging you to use pieces of your puzzle that are legally obtained.

Charles Miller is a freelance computer consultant, a frequent visitor to San Miguel since 1981 and now practically a full-time resident. He may be contacted at 044-415-101-8528 or email FAQ7@SMAguru.com.