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Troubleshooting Procedures

Troubleshooting Procedures

The suggestions shown here may save you time by solving a problem without opening a Help Desk ticket.

Suggestions to keep your computer equipment running correctly:

  •        Make sure all cables are plugged in securely and in the correct plugs.  All peripheral equipment (monitor, printer, scanner, etc.) should be powered on before turning the computer on.  Make sure your cables have plenty of room to lie flat and uncluttered.
  •        Do not cover the cooling vents on the computer.
  •        Keep the computer area free from the buildup of dust.
  •        Do not eat or drink close to the computer.
  •        Log off, but do not shut down the computers every evening. Leave the computer’s CPU and printer on, but turn the monitor off using the power button on the monitor.  This allows virus updates to be automatically downloaded to your computer during the evening.

 

Suggestions for Problem Resolution:

  • Before trying anything else, attempt to REBOOT your workstation.  Closing all programs, shutting down and powering off your workstation can resolve many problems.

 

Problem

Steps to Possible Solution

Computer Frozen

  1. Press CTRL, ALT, DEL buttons simultaneously
  2. Choose Task Manager.
  3. Highlight programs shown as Not Responding
  4. Press End Task button
  5. Be patient; this may unfreeze computer
  6. If possible, shut computer down properly
  7. If fails to unfreeze, only option is to power off
  8. Wait a few minutes and power back on

Nothing seems to be working

  1. Make sure the computer is plugged in and powered on.
  2. Check for secure connections on back of computer for keyboard, mouse, etc.
  3. Follow Ethernet cable (similar to a phone cable) from back of computer to wall, make sure it is secure; the cable should snap firmly into the socket on both the network card in computer and network wall port

Computer booted, cannot logon

  1. Retype your username and password; remember that passwords are case sensitive and must be exact.
  2. Check the Ethernet cable for secure connection to the back of the computer and to the port on the wall; the cable should snap firmly into the socket on both the network card in computer and network wall port.
  3. Borrow another Ethernet cable for a temporary test; if you cannot logon with the original cable but can logon with the borrowed cable, the problem is the cable and not the computer.

Computer, monitor or printer does not seem to have power

  1. Check to make sure there is a power cord attached to a viable power source.
  2. Check power source with a known working device.
  3. If power source is bad, create Helpdesk ticket to the Maintenance Department to correct power problem.

Keyboard or mouse does not work

  1. Check the keyboard/mouse cable on the back of the computer; make sure it is secure.
  2. Try a different keyboard or mouse; if it works, a Helpdesk ticket should be created which specifies what you found.

Monitor does not display an image

  1. Check cable from monitor to computer
  2. Make sure power is turned on
  3. Check the brightness and contrast buttons on the monitor.
  4. Try a different monitor of the same type; if it works, a Help Desk ticket needs to be created which specifies what you found.

Printer does not print

  1. Check the cables.
  2. Make sure the power is on.
  3. Make sure there is paper in the tray.
  4. Turn the printer off; leave off a few minutes and then turn back on.
  5. Check the paper tray to make sure it is seated correctly.
  6. Look at the display or lights on the printer for any error messages.
  7. Check to see that all required print cartridges are installed properly and that they are not empty; if you find you need print cartridges, create a Helpdesk ticket.
Cannot reach desired website on Internet  
  1. Check the web address for accuracy.
  2. Try to connect to a different site besides the GCS or school home page.
  3. Try to connect to the desired site from another classroom computer; if it works from another computer, a Help Desk ticket should be created which specifies what you found when you used another computer; appears to be a software issue.
Smell something burning or see smoke  
  1. Turn the computer off.
  2. Unplug computer from wall.
  3. A Help Desk ticket should be created which specifies the problem.