TECHNOLOGY TROUBLESHOOTING TIPS
STEP 1
· Don’t panic!
· Close open programs and windows not in use.
· Make sure all cords are connected properly (power, network, keyboard, mouse, speaker, monitor cable, etc.).
· Repeat the sequence of commands prior to the problem. Does problem persist?
· If there is an error message, record the full message (or take a screenshot and save to a document).
· Restart your computer to see if it clears the problem.
· If the computer is frozen press and hold on/off button 10 seconds until you hear it power off wait another 10 seconds before turning it on again.
· Does problem persist?
STEP 2
· If you're using a power strip or a surge protector, make sure it's on and that it works.
· Try plugging something else directly into the electrical outlet to make sure there isn't a power problem.
· Check to see if your monitor is on.
· Check to make sure the network cable is connected to both the computer and the wall.
· Did you change any settings? If you did, you might want to change them back the way they were.
· Has anyone else been using your computer recently?
· Have you downloaded anything off the Web?
STEP 3
· Determine if the problem is with the Internet or network.
· Google something from your computer, did it work?
· If you got an error that Google could not be found try accessing something from a shared O drive or try printing a document or email. Did it print out?
· If problems persist try from another computer or ask if anyone else has this problem.
· If other people or computers are OK, contact IT Service Desk.
· If the document printed then the problem is with the Internet.
· If the document did not print and multiple computers cannot print or google anything then the problem is with the network.
STEP 4
· Check the network equipment and see if the lights are on.
· Is there an error light? Try rebooting it, by turning it off or unplugging the power cord for 10 seconds.
· Try Google again, does it work?
· If not call the service provider and open a trouble ticket. Make sure you get the ticket number for future reference record the date, time and the person’s full name.
· If the service provider says they have no issues contact the IT Service Desk.
· Take note of computer make or model, asset tags, serial numbers.
STEP 5
· If this problem happened outside of normal business hours (Monday to Friday: 8 am to 6 pm) and this is a mission critical problem, please contact your next level manager or director to escalate the issue.
Definition of a critical issue:
· An outage or service interruption that affects multiple users with a Mission Critical System or business operation is hampered for one or all offices.
· Significant impact that threatens regulatory compliance, revenue, safety, or security.