Troubleshooting Guide

I. Computers Lockup/Freeze

  1. On first instance, reboot the system. Make certain to log the time the incident occurred, and, if possible, log the application being run at the time.
  2. If the problem persists forward the problem along with the log to your technical advisor.

II. Log on Issues

  1. Determine if this is the only user or all users are having the problem. If everyone is having the problem, skip to step 5.
  2. Retype the username and password, making certain that CAP locks is not on and that there are no spaces before or after either the username or the password.
  3. If this fails, try to logon as a different user. If you can sign on as a different user, check with the system administrator. The password for that user may need to be reset, or, the user id is no longer valid.
  4. Check the Ethernet cable connected to the back of the PC. You should see flashing green lights on the network card if it is connected properly and the PC is powered on. If there is no light activity, refer the case to your technical advisor.

III. Internet Issues

  1. Internet access is granted on a per user basis. If a single user is unable to access the Internet, he most likely has not been granted access by the network group.
  2. There are 2 ways you can verify Internet access: PING and WINIPCFG
  3. PING - From the Start menu, choose Run, type Command and then click OK. A black box will open at the prompt. Type: ping If you receive a message "unknown host or no route to specified subnet", the user is not configured for Internet.
  4. WINIPCFG - From the Start menu, choose Run, then type "winipcfg". This will bring up a box that displays the address information for that PC. Make certain that in the "Show Setting For" dropdown box you have the 3COM NIC selected - not the PPP Adapter. If the address information shows no Default Gateway, the user is not configured for Internet access.

IV. Windows Update

  1. Windows updates are not needed for day to day operations and could adversely affect the performance of the PC. They should not be applied unless specifically directed by the Network Department.
  2. Separate from Windows updates are WEB Browser Plug-Ins and Updates. You may from time to time be prompted to download a file when accessing certain WEB pages. If you are uncertain of the file, consult your technical advisor before applying the update.

V. Display problems / Blue Screens

No Display
  • Determine if the monitor is good and powered on. If you still don't get a display the most likely problem is the Video card in the PC. This will need to be forwarded up to the Network Department to be replaced.
Display Configuration
  • Color, Size, and Position of the display can all be adjusted using the monitor controls on the front panel of the monitor. Refer to the user manual for further instructions.
Blue Screens
  • A solid color background (usually blue) can be a type of lockup on the PC. Please refer to the Computer Freeze section of this document for further instructions.

VI. Safe Mode Issues

  1. When a Windows PC is shutdown improperly the PC will do one of two things. It could run through a Scan disk, checking to make certain that the shutdown didn't damage the physical hard drive. Or it may boot up into Safe Mode. This is a minimal version of Windows used to resolve issues that may arise from installed software/hardware that is either incompatible or improperly configured.
  2. If your PC comes up running Scan Disk - LET IT RUN. If any errors are reported check with your technical advisor before proceeding.
  3. If your PC comes up in Safe Mode try to restart the PC. If it comes up in Safe Mode again, there is further action required and will need to be forwarded to the Network Department.

VII. How to Salvage files

  1. On your PC Desktop you have a Recycle Bin. All files that are deleted from the local PC are placed there and can be recovered by simply double clicking on the Recycle Bin, right clicking on the item in question and selecting Restore. This will place the item back to its original location.
  2. If you a working with a file that is out on the network (anything other than the C:\ drive) you will have to notify the network department and they will be able to retrieve the file for you.
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