Solutions to Try Before Contacting the Help Desk

If your system does not start or boot

1. Check to see if your computer is properly plugged into its power source.

2. If your computer is plugged into an UPS or surge protector, make sure that it is turned on.

3. Check to insure that all the different components (i.e., keyboard or monitor) are properly connected. Sometimes connections jiggle themselves loose.

4. Unplug your system from it power source and then plug it back in. Sometimes a computer will get stuck in hibernation or sleep mode.

If nothing appears on your monitor

1. Check to see if the monitor is turned on and properly connected.

2. Make sure that the monitor is connected to a working outlet or that the UPS or surge protector is turned on.

3. Check to see if the screen brightness and contrast controls are in their normal position.

4. Check to see if the screen saver has been activated or the monitor is in sleep mode. Press any key on the keyboard to turn the display back on.

5. Is the monitor power light on? If you have done steps 1 through 4 and the power light is not on, chances are that you have a dead monitor.

If your mouse does not work, stops responding, or is jerky

1. Check to see if the mouse is plugged securely into the proper port.

2. Reboot your machine.

3. If you have a rollerball mouse, it may be dirty. Turn your mouse upside down and clean the ball housing. Open the bottom of your mouse housed according to the directions printed on it's bottom (i.e., <<open and >>lock) and carefully clean the ball and the housing area. Pay special attention to the rollers.

If your printer does not work

1. Make sure that the printer is turned on and plugged in.

2. Check to see if the printer is connected properly to the network outlet in the wall. Be sure to check both ends of the connection cable.

3. Check to see that the printer has paper and ink/toner.

4. Check to insure the printer is on-line and that there are no error lights blinking.

5. Clear the print jobs from the printer.

You phone goes directly to voicemail.

1.        Click the send all calls button on your phone or

2.        Press # 3 on your phone.

Questions You May Be Asked When You CAll

• Be prepared to give the following information: First Name, Last Name, Building, Room, e-mail Address, and Phone Number.

• When calling with a login problem, be prepared with the following details: user name, description of the problem, and exact error message.

• When calling with a system problem, be able to identify any command you used, the sequence of commands and responses, any  error message(s) you received, and a description of the problem. 

• What type of computer are you working on?

• What operating system do you have?

• What is the problem?

• If the problem is with a printer: Where is the printer located and what is the laser's Resource ID number?

• How long has the computer had this problem?

• Have you called about this before?

• What were you doing/what happened just before the problem occurred?

• Is the problem you are experiencing happening in all programs? Be specific.

• Is anyone else having this problem?

• Have you done anything to try to resolve the problem?

• What is your availability?