Troubleshooting Checklist

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Computer got you pulling your hair out?

These are some simple troubleshooting steps you can perform yourself before sending a Track-it or calling the Help Desk. These are tasks a technical support analyst would normally lead you through to pinpoint and resolve your problem. Performing these steps may even resolve your problem without having to make a call to the Help Desk.

Troubleshooting Steps

· Make sure all components of the affected computer system (the monitor, the CPU, the printer, etc.) are switched on and receiving power. If there is a power problem, try performing a power check. If you call the Help Desk for assistance, make sure to tell the technical support analyst the results of your power check test.

· Check to see if all cables attached to the affected equipment are firmly connected. If you find any cable connections that seem loose, push them snugly into place. For more details on how to test cable connections for different types of computer peripherals, try the equipment connect check.

· Turn your printer off and shut down the computer. Turn the printer back on, then restart the computer. Sometimes rebooting can resolve certain computer problems.

· If a keyboard, mouse, or monitor is not working properly, swap it out for one that is known to be working correctly on another computer. For example, if your keyboard is not working, disconnect it from the computer and plug in a known-working keyboard from another computer. If the “swap test” does not resolve the problem and you need assistance from the Help Desk, make sure to tell the technical support analyst that you tried the “swap test” and it failed.

· If you are having trouble printing, check to see if other computers are using the same printer. Try printing from one of those other computers. When you call the Help Desk, tell the technical support analyst if you were able to print from any of the other computers connected to the printer.

· Check to see if your computer is the only one in your library or department being affected by the problem. Knowing if the problem is an isolated case or it is affecting other systems in your building will help the technical support analyst pinpoint the cause of the problem when you call the Help Desk.

Find out if any changes have been made to your system. If equipment was added to your set-up, software installed, or any components dropped on the floor shortly before the problem appeared, remember to provide this information to the technical support analyst when you call the Help Desk.

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Reporting Problems to IT/Services

Steps in reporting a problem

Step 1 — CSL:

The CSL is the first line of contact when experiencing a computer, network or printer problem. The CSL will attempt to resolve the problem. If the problem can’t be resolved by the CSL, they will either enter the problem into the Track-It Web module, or if they determine it to be a Critical issue they may call IT-Services.

Step 2 — Track-It and the HelpDesk:

The second line of problem resolution will be to use Track-It to contact the IT-Services HelpDesk. The HelpDesk Technician will monitor Track-It for new Work Orders and make an attempt to either resolve or determine the cause of the problem. If the HelpDesk staff are unable to resolve the problem, they will assign it to a field Technician.

Once resolved, the Technician may enter the resolution into the resolution field. If a generic solution is arrived at, the solution may also be entered into the Solutions database for future access by the CSLs. Frequently asked questions may also be found in the Solutions database.

Step 3 — Telephone for Emergency Service:

In Critical Automation need cases, where your Network or some other vital service is disrupted, call IT-Services immediately and ask for the Help Desk.

Click the link below to locate your CSL

http://intranet.jclc.org/csl/listing.htm