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Technical Support Services: Questions & Answers

No power

A. Verify your power cable connections:

  1. All cables should be securely connected and unfrayed/unbroken
  2. Report frayed/broken computer equipment cables to ACU by submitting a work request
  3. asking for replacements.

B. Verify the operation of power strips, surge suppressors, and UPSes;

  1. Ensure all power strips, surge suppressors, and UPSes are turned on and can supply power.
  2. Do a "lamp test" if necessary. (i.e. Plug in a lamp to see if it works and power is good.)
  3. Replace or remove any faulty units that were found.

C. Verify wall power; do a "lamp test" if necessary:
(i.e. Plug in a lamp to see if it works and power is good.)

  1. Power must be available from the wall socket.
  2. Report faulty outlets to AUXILIARY SERVICES.

D. Verify your computer's power supply basic operation:

  1. Check that the power supply fan is blowing and front panel indicators come on and stay on.
    (i.e. not blinking)

No display

A. Verify your power cable connections:

  1. All cables should be securely connected and unfrayed/unbroken
  2. Report frayed/broken computer equipment cables to ACU by submitting a work request asking for replacements.

B. Verify your monitor has power and is turned on:

  1. Most monitors have a lighted power switch.
    Many of these will display "GREEN" when all is well and "YELLOW" when not or "asleep".
    If power appears good, try swapping out the monitor with a temporary replacement.
    • If the replacement monitor works, replace your bad monitor.
    • If the replacement monitor fails, the problem is probably your video adapter.

Clear my web browser's cache, cookies, and history

Chrome

  1. In the browser bar, enter: chrome://settings/clearBrowserData
  2. Select the items you want to clear (e.g., Clear browsing history, Clear download history, Empty the cache, Delete cookies and other site and plug-in data).

    From the Obliterate the following items from: drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select the beginning of time.

  3. Click Clear browsing data.

Firefox

  1. From the Tools or History menu, select Clear Recent History.

    If the menu bar is hidden, press Alt to make it visible.

  2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.

  3. Click the down arrow next to "Details" to choose which elements of the history to clear. Click Clear Now.

Internet Explorer 8 and higher

  1. From the Tools or Safety menu, select Delete browsing history... .

    If the menu bar is hidden, press Alt to make it visible.

  2. Deselect Preserve Favorites website data, and select:

    • Temporary Internet files or Temporary Internet files and website files
    • Cookies or Cookies and website data
    • History
  3. Click Delete.

Opera

  1. From the Opera menu, select Settings, and then Delete Private Data... .

  2. In the dialog box that opens, select the items you want to clear, and then click Delete.

Safari

  1. From the Safari menu, select Reset Safari... .

  2. From the menu, select the items you want to reset, and then click Reset. As of Safari 5.1, Remove all website data covers both cookies and cache.

Will not startup or boot

A. Verify power is available and turned on:

  1. Perform the steps to check power

B. Do you hear a series of multiple beeps (long/short) during startup and the system fails to start?

  1. A series of short and/or long tones (not a single tone) typically signifies a more serious system problem and requires decoding/analyzing of the POST (beeping) error.

C. Boot to Windows in Safe Mode

  1. Restart Windows and hold the F8 (Function Key 8) key down while the system boots. Select "Start in SAFE MODE" from the menu.
    • If the system starts when SAFE MODE is selected, the problem is probably due to a Windows configuration problem. Submit a service request form for technical assistance.

Runs sluggishly

Reboot
A. If your computer has not been rebooted recently make sure to reboot it before following any of the steps below.

Scan for malware
B. Today, spyware and other malware is a big cause of many computer problems including a slow computer. Even if an antivirus scanner is installed on the computer we recommend running a malware scan on the computer. Use the free version of Malwarebytes to scan your computer for malware.

Update Windows
C. Make sure you have all the latest Windows updates installed in the computer.
If you are on the Internet when your computer is slow also make sure all browser plugins are up-to-date.

System "hangs"

A. Reboot the system

  1. Many problems can be cleared by a reboot. But when a system "hangs" repeatedly, it requires additional review. Try the steps that follow -- they may help.

C. Check for hardware conflicts

  1. Right-click on "My Computer" and select "Properties".
  2. Select the "Hardware" tab and press the "Device Manager" button.
  3. Look for any item that has a yellow exclamation mark.
  • If you find one, there is a hardware error on the device that should be corrected.

Problems with network connectivity

A. Is just your machine affected or are other machines around you also affected?

  1. If more than your machine is affected, a network switch, router or cable may be faulty.
  2. If just your machine is affected, please continue with step "B"

B. (WIRED) Verify your network cable and adapter

  1. Ensure that your network cable is securely attached to the computer and undamaged.
  2. Verify that there is a light on immediately above the network cable port on the computer
  • If no light is present, attempt to reseat the cable firmly in the port. You should hear/feel a "snap" when the cable lock clicks after being fully re-inserted.
  • If you still do not have network access please submit a support service ticket.
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