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Austin Community College
5930 Middle Fiskville Rd.
Austin, Texas 78752-4390
512.223.4ACC (4222)
What to do first, Before you call the Technical Support Services

About this page

This page is a guide to self-help troubleshooting steps you can take to make your help desk call more productive.

Before you call Technical Support Services

If you are experiencing computing problems, please go through the following checklist and have this information available before you contact Technical Support Services. This will help us a great deal understanding the problem at hand and in assisting you in a timely fashion.

Basic items you might want to have in your checklist:

  • Is the system on?
  • Is everything plugged in?
  • Do you see any loose/unplugged cables?
  • Does your machine have power?
  • Does the office area have power?
  • Has the brightness or contrast been turned down/up on the monitor?
  • Has the power strip blown a fuse? Is it still plugged in?
  • Has anything changed, been upgraded or modified on your system since it last was working?
  • Has the machine been moved?
  • Are others experiencing the same problem?
  • Can you get the problem to reoccur after rebooting your machine?
  • Are you typing your password and user name correctly? Is the caps lock key on? (passwords and user names may be case sensitive)
  • Are you using the correct user name for the system you are trying to access?
  • How long has this problem been going on?
  • When did it last work properly?
  • Were there any other symptoms like scorch marks, a funny smell or smoke coming from your computer? Do not try to start any computer that appears as though it may be damaged, unsafe to use or that has any exposed wiring!

If you are still experiencing a problem after you have done the above-mentioned basic troubleshooting, please provide us the following information when you call-in the problem:

  1. Make and model of the computer or other hardware.
  2. Operating system and version (e.g. Windows 7, Mac OS X 10.?).
  3. Exact text of any error messages.
  4. Describe briefly what you were trying to do and what happened, as exactly as you can describe the sequence of events that led to the problem (e.g. the commands issued, or procedures followed).
  5. Name and version of the software (if you suspect that it is a software problem).
  6. If known, the hardware component failing (if you suspect that it is a hardware problem).
  7. If a networking problem, what are you unable to access is it just your system or the entire office/building? (What are you able to access and not access?)

Need more information?

If you did not find what you are looking for on this site the Technical Support Services can help you.

Errors or Broken Links?

We try to keep this and every page in our Web site up to date. If you find an error or a broken link we apologize. Please let us know so we can fix it. In the case of broken links, it would be most helpful if you could copy the URL of the page with the broken link, provide information about where the broken link is in the page. Please send us an e-mail to Technical Support Services at ACCtech@austincc.edu or call us at (512) 223-8324.