Computer Diagnose-It-Yourself Time Saver Instructions

Revised: October 23, 2000
By: Michael Fariss & Rebecca Harper

General Guidelines:

These instructions are a first source of help for all faculty & staff. They are not for students. Follow these instructions in order to fix or diagnose your computer.
These instructions are NOT a substitute for Technology Department fixing things. The intent of this document is to shorten the time spent diagnosing a problem and to provide a fast fix for small problems.
The latest revision of these instructions can be found online at: info.woodsidepriory.com under Documents: Instructions_How-Tos: For Faculty.
Please check the on-line instructions for new revisions and/or watch faculty emails for announcements of new instructions. You will want the latest revision of these notes printed BEFORE you have a problem.
If you do not understand any terminology used here, go to the online version of this document. There, some of the terms and references are blue & underlined. Clicking on one will reveal a definition or explanation of the term.
Sometimes making notes on this sheet as you proceed is helpful
At any step, if an error message is displayed on the screen, write the error down along with the error box's options (i.e. "Ok", "Yes", "No", "Cancel").

Specific diagnosing steps:

Is the problem isolated to your computer?

Try the doing the same thing on one or two other computers of a similar model, & make that are located in same building as the errant computer. If the problem is on more than one computer in your building, call the Technology Department immediately. If the problem is only on your computer, continue to the next step.

Does the computer seem "frozen" or non-responsive?

Test to see if the pointer on the screen moves when you move the mouse. If the pointer moves, then wait a full three minutes. If the pointer fails to move after three minutes, then check to make sure the mouse and/or keyboard is securely plugged into the computer. Sometimes these come loose. Gently wiggle the cables, ensure that they are securely seated, and then try to move the mouse again.

If the mouse does move the pointer on the screen, but the computer still seems frozen or if the mouse does not move after 3 minutes, try ending the task or force-quitting the offending program. Did this unfreeze the machine? If this work or not, do this: click on the Start button and restart the computer. You can't do that, then as a last resort, pull the plug on the computer (if it is a laptop, also remove the battery for 1 minute).

However you restart the machine, the computer should come on after 2-4 minutes. Login. If you are able to login successfully, then resume using your computer as you were before, doing the same thing you were doing. If the problem reoccurs immediately, then call the technology department. If the problem reoccurs occasionally, but is corrected by re-booting, email the technology department with a brief description and resolution of the problem.

Does the desktop not have the icons you are used to or are programs or files missing or are you having difficulty logging on?

Are you logged in using the correct screen name (the first part of your e-mail address - i.e. Michael Fariss logs in as "mfariss") and onto the correct domain (WSPRIORY)?

If you are already logged on, but not under your name, then go to step 3.2.

If you are logged in properly, or the computer did not complain when you tried to login, then go on to step 3.5.

If you can not log in, then check the following try again:

Make sure you are using the new Username format (no "_" should be in your name).

Make sure Caps-Lock not engaged when typing your password.

Make sure the blank that is labeled "Domain" reads: "WSPRIORY".

If you still can not login, then call the Technology Department..

Skip to step 4.

3.2 You must login with your login name and password to access your files, grades and faculty programs. (You should login as the Computer Login Sheet <define> specifies - unless a member of the technology department staff has instructed you otherwise). If you are having difficulties, logout, and login under your e-mail name. Try what you were doing again.

3.5 If you are logged in and already running a program, and having difficulties then go to step 4. A long pause when logging out or logging in is normal. These pauses can last up to 4 minutes. (This is indication of the backup/restore process. When the pauses occur, they will always be accompanied by a lot of hard disk activity) <how to tell HD act> & network activity <define> > Wait for the backup/restore to finish, then begin working. Call if you wait over 15 minutes, or if an error occurs.

Do other programs still function?

Try running Start -> Programs -> Accessories -> Calculator. Does the hard drive light blink? Is it on solid? Can you hear ticking? If yes to the above, go to step 5. If no, then wait 3 minutes, try running calculator again.. After 3 minutes, if the calculator program does not appear, try the restart sequence in step 2 above. If the calculator program run, close <define> the calculator program and go to step 5.

Does your Network connection still work?

Test this by trying to connect to a web site. If you get a response that the "DNS is unavailable" or it never connected, then try restarting your machine. If the problem is not resolved, call the technology department.

Does your program still function, but it is not as it behaving correctly?

Quit the program and restart the machine. If this did not resolve the problem, call the technology department. If you have checked the above and your problem does not fall into a category on this list or can not be resolved by restarting, email or call the Technology Department.