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Troubleshooting - Calling the Service Desk

If you are experiencing computing problems, before you contact the Service Desk, please go through the following checklist and have this information available.


Information needed to help us help you:

  1. Make and model of computer.

  2. Operating system and version (e.g. Windows 95/98/2000/…, Mac OSx).

  3. Exact text of error message (if any).

  4. Be able to describe briefly what you were trying to do and what happened, the exact sequence of events that led to the problem (e.g. the commands issued, or procedures followed).

  5. If a software problem, name and version of the software.

  6. If a hardware problem, if known, the hardware component failing.

  7. If a networking problem, what are you unable to access, symptoms (is it just your computer or the entire office/building)?

  8. Do you have a Service Level Agreement (SLA) with ITS?


Quick Checklist:

(Don't laugh, sometimes it is just a plug/cable knocked loose!)

  1. Is everything plugged in? Do you see any loose/unplugged cables?

  2. Does your machine have power? Does the office area have power?

  3. Has the brightness or contrast been turned down/up on the monitor?

  4. Has the power strip blown a fuse? Is it still plugged in?

  5. Has anything changed, been upgraded or modified on your system since it last was working? Has the machine been moved?

  6. Are others experiencing the same problem?

  7. Can you get the problem to reoccur after rebooting your machine?

  8. Are you typing your password and username correctly? Is the caps lock key on? (passwords and ID's may be case sensitive)

  9. Are you using the correct userid for the system you are trying to access (OCS Mail vs. Unix vs. Mainframe vs. ?)

  10. How long has this problem been going on? When did it last work properly?

Thanks for Your Help! Service Desk Phone Number - 756-7000.