Kentucky State University

Before Making a Service Call

If you are experiencing computing problems, please go through the following troubleshooting problems and solutions checklist before you contact the Help Desk.  If these do not correct your problem, please have all information available when placing the call to the helpdesk technician.  This information will help a great deal in understanding the problem at hand and in assisting you in a timely fashion.

Problem: CPU (PC) will not boot or turn on.  

  • Check the power cords to insure they are tightly plugged in.
  • Make sure your PC is connected to the power source.
  • Has the power strip blown a fuse?
  • Check for loose or unplugged cables.
  • Check for any loose cables.
  • Do you have power?
  • Does the office have power?
  • Has the brightness or contrast been turned down/up on the monitor?
  • Are others experiencing the same problem?
  • Have any changes been made or modified on your system since it last was working?

Problem: The power button is showing a yellow or orange light and your system will not power up.

  • PC is in sleep node.   Hold the power button down until your PC powers complete down, now reboot to get full power.

Problem: You have logged out of your application and realize you did not remove your jump drive from the USB slot.

  • “DO NOT” pull the jump drive out, you will need to use the disconnect command to disconnect the hardware properly.  This limits harm being done to the drive.

Problem: I came in this morning and my computer is missing.

  • Call the University Police.  IT would not remove any equipment without first informing the user.

Problem: Windows/Internet applications will not respond or they respond very slowly.

  • Reboot your PC to see if this corrects the problem.
  • Does the problem reoccur after rebooting your machine? If so, contact the helpdesk.

Problem:  You turn your PC on and you hear a loud clicking coming from your CPU  and the Windows application does no begin to come up.

  • Hard drive problem, do not attempt to fix this problem, call the helpdesk.

Problem:  When your CPU is trying to power up, you see this error message “invalid book disk.”  This means it is trying to read from data from the CPU drive or port.

  • Check all drives and ports (disk, CD, USB) to insure they are all empty.  They must be empty at the time of start up.

Problem: CDROM will not recognize/read CD

  • Make sure the CD is compatible you are using.
  • Use a proper cloth and CD cleaning solutions will remove any dirt and dust particles that may be on the CD.
  • Insert another CD to see if the problem continues.  This test will distinguish between a CD problem and CD drive.
  • If problem persists contact the helpdesk.

Problem: After several attempts to log onto Windows, the logon is still unsuccessful.  (Note: After 3 failed attempts the system will automatically lock you out.)

  • Are you typing your password and username correctly?
  • Remember, ID and passwords are case sensitive.
  • Call the helpdesk to get password unlocked or reset.
  • Forgotten password, contact the helpdesk for assistance.

Problem: I placed a service call yesterday and 24hours later the Tech has not arrived, should I call again?

  • Please allow time for your service call to be completed, they are completed in order of priority and necessity.  Your call will not be over looked.

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

  1. Make and model of computer.
  2. Operating system and version (e.g. Windows 2000/XP…, Mac OSx).
  3. Exact text of error message (if any).
  4. 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. 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. Location of person calling.
  8. Phone number where someone can be reached should a appointment be necessary.
  9. 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?)