What to Do First
If you are experiencing computing problems, please go through the following
checklist and have this information available before you contact the Help Desk.
This will help us a great deal understanding the problem at hand and in assisting
you in a timely fashion.
Basic items you might want to have in your checklist:
- Is the system on ?
- Is everything plugged in?
- Do you see any loose/unplugged cables?
- Does your machine have power?
- Does the office area have power?
- Has the brightness or contrast been turned down/up on the monitor?
- Has the power strip blown a fuse? Is it still plugged in?
- Has anything changed, been upgraded or modified on your system since it
last was working?
- Has the machine been moved?
- Are others experiencing the same problem?
- Can you get the problem to reoccur after rebooting your machine?
- Are you typing your password and username correctly? Is the caps lock key
on ? (passwords and ID's may be case sensitive)
- Are you using the correct Userid for the system you are trying to access
- How long has this problem been going on?
- When did it last work properly ?
If you are still experiencing a problem after you have done the above-mentioned
basic troubleshooting, please provide us the following information when you
call-in the problem:
- Make and model of computer.
- Operating system and version (e.g. Windows 95/98/2000/XP…, Mac OSx).
- Exact text of error message (if any).
- Describe briefly what you were trying to do and what happened, the exact
sequence of events that led to the problem (e.g. the commands issued, or procedures
followed).
- Name and version of the software (if you suspect that it is a software problem).
- If known, the hardware component failing (if you suspect that it is a hardware
problem).
- If a networking problem, what are you unable to access is it just your
system or the entire office/building? (What are you able to access and not access?)
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