Computer problems related to the computers in will be primarily serviced by IT. However, there are a few common problems that can be solved quickly and easily:
- The previous user locked rather than logging out of a computer. This is solved by pressing the start button on the computer until it shuts down and then pressing the button to re-start it. Once it's completed re-starting, they should be able to log in.
Process when reporting a computer-related issue:
- name of machine
- student name and ID
- description of problem
Lost Documents
- The most frequent problem is that students download an attached document from their e-mail and work on it without saving it to their Documents folder.
- If they close the browser and then try to re-open the document they edited, they won't be able to find it because they were saving it a temporary cache on the computer, rather than the Documents folder.
- If this happens, have them contact IT as soon as possible, giving:
- name of machine, e.g., LBL20701
- student name and ID
- description of problem
- name of document being worked on
- estimated last time document was saved
- student's contact info
- inform student to start working on a backup plan on a different machine, i.e., re-downloading the document from their e-mail, saving it to their Documents folder, and re-doing the edits they made that they lost.
- IT is usually able to retrieve it from the cache, if they are contacted promptly.