Powering off and rebooting is a common solution for many hardware, software
and network problems, so this should be one of the first actions tried.
Most users should contact their local
administrators, these are some tips for those who would like to try some
basic troubleshooting. Try to break up the hardware, software and network
components to find which pieces are broken and which are not.
Hardware checks
- Is power for the unit on? Is the power surge strip powered
on?
- Are cables all tightly plugged in?
- Try power off and reboot all components (computer, router, printer,
etc.)
- Try swap in an identical part
(e.g., if keyboard does not work, swap in another keyboard)
For swapping parts within the computer case which invalidates the Dell
warranty, please do not take this action yourself.
Please fill out the Hardware
Vendor Repair request (which notifies the Help Desk to contact
SLAC's Dell warranty repair). Driver software may need to be changed.
Network checks, when you cannot
access web pages or login from the computer
- Do the hardware checks
- Swap in another network cable
- Swap in another computer (using a laptop is the easiest) to
see
-- whether the network tap is active
-- whether a computer with different programs still has the
network problem
- Swap in another network card
Please do not take this action yourself. Do not swap parts within the computer case which invalidates the Dell
warranty, please fill out the Hardware
Vendor Repair request (which notifies the Help Desk to contact
SLAC's Dell warranty repair). Driver software and network settings may
need to be changed (duplex and speed).
- Check with net-dev whether
this node has high error rate (give them nodename)
- Are there some web pages you can access, but others you cannot?
Contact Desktop-Admin
or the HelpDesk (x4357) and tell them the exact and full URL's
(full URL e.g., https://www-bis.slac.stanford.edu/slaconly/bin/orderingstatus.asp)
- Is one protocol or service working while another is not (e.g., web browser
works, but NT drive mapping does not work)?
Login checks, when you (or others)
cannot login from the computer
- Do the network checks
- Type your password in a clear space where you can see what is typed
(e.g., in MS Word). Is 'Caps Lock' turned on for your keyboard?
- If you have more than one computer account, are you using the right
password for the right account?
- Can you login from someone else's computer?
- Can someone else login with their account from your computer where
your login is failing?
- Have you recently changed your password (more
info on changing passwords)?
MS Office and MS Outlook problems
- try running 'Refresh_Office2000.bat'
Note: You need administrator account to do this, so you should
contact your local
administrators.
- more
info
Printer problems
- Do the hardware checks, is the 'Online'
light on?
- Can computer or file print to another printer?
- Can another computer print to the printer?
- Can another operating system print to the printer?
- Are you printing to the right printer?
(Under menu 'File -> Print', look at the name of the printer selected)
Owner: Desktop-Admin
