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Basic Guide to Computer Repair and Service Request Procedures

These following checklists are designed to detect and resolve common problems. There is not one guide that will effectively teach you to solve each and every issue that will ever come up, however, this will help you troubleshoot the most common issues we see. After each step, you may find the problem has been solved. If not, continue through the list.

The items are in a logical order, however you may use your own judgment if you feel you want to try any particular item first.

The basic checklist will solve most of the issues commonly encountered with computers. When in doubt, start with this list and move down to the other lists after. The printer list is really a series of short checks that are designed to resolve the most common problems.

If you cannot resolve your problem, or do not wish to try these procedures, please contact your building technology specialist. He or she will initiate a service request.

Basic Checklist
For general problems, try this first:

• Turn the computer, printer and all peripherals, including the monitor, off and on again. Note: You may have to use the re-start button on the CPU,
• Remove and reconnect the network cable in the wall and on the computer.
• Check that power plugs from the computer, monitor, printer and any peripherals are plugged into electrical outlets.
• Check that the bottom box on the log-in screen lists the correct domain: socsd

Printer Issues

• If more than one computer in a room prints to one printer, check that the computer physically connected to the printer is on.
• Turn the printer off, wait 5 minutes and then turn it on again.
• Make sure all cables are connected (power, and computer or network connection).
• Check that the cartridges are installed correctly.
• Check for objects that may be blocking the paper path.
• Remove all paper and put in a new stack.

What NOT To Do

• Do not install new software of any kind on a computer.
• Do not move machines from classroom to classroom. Our network address standards incorporate room numbers. If you move computers around the building and they are not re-addressed, there will be confusion in the future.
• Do not move or alter network wiring.
• Do not make any repairs or changes to equipment.

Technology Service Request Procedures

Before you initiate a service request, you may want to try to solve the problem on your own. All service requests must go through the building technology specialist. Please contact them by phone or email. The facilitator will attempt to resolve the problem. If the problem cannot be resolved within about 10 minutes work time, he or she will contact the technicians directly.

The following information will need to be provided to the facilitator:

• Your room number
• The computer serial number: This is usually located on the desktop on a sticker marked service tag.
• A description of the problem: Please be detailed. “My computer is broken” is not very helpful in solving a problem. “My computer gives me an error message when I turn it on saying…” is far more helpful and lets us solve many problems before we even get to your room.
• Any error messages received – Those cryptic boxes that seem to say very little can help us a great deal. Please write down any messages you get and email them to us from another computer if necessary.