GST BOCES

Network Computer User

TROUBLESHOOTING GUIDE/SELF HELP SHEET

Things to try before calling the GST BOCES Technical Support Help Desk:

FIRST THINGS FIRST:

· Is your monitor turned on? (Is there a green light glowing near the controls?)

· Is your computer turned on? (Is there a green light glowing on the CPU of the PC?)

· Is the computer plugged into the wall? Are all other cables, including the network cable, securely plugged in at both ends?

· Is your sound turned on?

· Have you tried rebooting (restarting) or powering down the computer AND logging back in to network?

LOG-IN TO NETWORK:

· Are you connected to a network? Do you know your domain name and login name?

· Are you trying to log in to Windows, the network, Outlook, or another network application? Make sure you are using the correct password for the application you are trying to log into, as some users have different passwords for different applications. Read the title bar to see what application you have open.

· Is your network cable firmly attached at both ends?

· Have you forgotten your network password? If so, who is your supervisor (so we can relay your password to him/her; for security purposes, we do not release passwords to individual users) and what is the best way to contact him/her? (Give supervisor’s phone number, if necessary).

· Is CAPS LOCK off? (look for green light by Caps Locks on top right on keyboard- tap Caps Lock key to turn off)

· Are you entering your log-in name correctly? (First initial and up to seven letters of last name. If you have a common last name, someone else in the system may already have this log-in, and you may need to use the first two letters of your first name and up to six letters of your last name.) NOTE: If you are unsure of your user name – call the help desk at 795-5324 (BOCES AND HEIGHTS x1324) and they can give you your correct username.

· Have you tried totally deleting and retyping log-in name, password and domain?

· Have you tried rebooting the computer and logging in again to the network?

· IF you are WIRELESS – is the wireless button pushed to disable the wireless card?

OUTLOOK

· Do you have an Outlook account? (If not, please contact your District Technology Coordinator.) Please complete a user authorization form and submit this form.

· Have you maximized your Outlook main window so you can see all the features, folders, buttons and toolbar?

· Have you tried rebooting (restarting) the computer, logging on again to the network, and logging in again to Outlook?

LOCKUPS:

· Have you tried Control/Alt/Delete to force quit the program you were using or to restart the computer? Have you tried this procedure several times?

· If your computer doesn’t respond to this…hold in the power button on the CPU/Computer for about 10 to 15 seconds. Leave the pc powered off for about 30 seconds to clear out any errors it may have. Power on and log in.

PRINTER:

· Is the printer turned on?

· Is the correct printer selected for this printing job?

Go to the printer control panel (START/SETTINGS/PRINTERS) and double-click on the icon for your printer.

· Are printing jobs stuck in the “queue?” On the PRINTER menu, click “Purge print documents.”

· Do you need to switch your default printer to a different machine? Right click on the desired printer icon and select “Set as default”

· Is your printer in “pause” mode? On the Printer menu, de-select “Pause Printing.”

· Is your printer “offline?” On the Printer menu, de-select “Use printer offline.”

· Have you rebooted the computer and tried again to print the document?

CAN’T FIND A DOCUMENT:

· What is the name, or approximate name, of the file?

· Which drive is it saved on (C drive local hard drive, H drive your home network drive, NETWORK share drive – K:, J:, I: etc)?

· In the drop down window Files of Type – make sure you select All Type FILES (*.*)

· Are you trying to find a file that is on your classroom log-in while you are logged in on your personal log-in (or vice versa)?

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If you are still experiencing difficulties please contact the GSTBOCES Technical Support Help Desk at 795-5324 (BOCES or HEIGHTS ext 1324) or send an E-Mail to

Please be prepared to give them the following information:

ü Please be specific and detailed when reporting any problem by phone or by e-mail.

ü What were you doing on the computer when the problem first occurred?

ü What error message, if any, did you receive? Please give exact wording? Write down the error message.

ü What remedies, if any, have you tried and what were the results?

ü Have there been any changes to your machine lately – moved your computer, changed offices, installed any new software, etc.

ü If you need a file restored from a backup – What is the file name? What exact subdirectory is/was it located in? What day was it lost/damaged?