TROUBLESHOOT
Make a Service Request
Check Status of Service Request
It is our job at HIT to help you with your computer problems, and we will gladly do that to the best of our ability. But as we all know, when it rains it pours. If we are extremely busy with high priority items, we may not be able to respond to you immediately. Here are some helpful tips on ways that you can try to troubleshoot the problem right away.
Trouble Viewing Documents
Gateway E-3400 Motherboard Problems
Problems with a Slow PC
Use the Disk Defragmenter
Use Disk Cleanup to Free Up Drive Space
Add or Remove Programs
Back up Important Data Files with Backup Utility
Printing Problems
Issues with Microsoft Outlook
General Tips
Trouble Viewing Documents
[back to top]
Many documents on this site are in pdf format. If you have problems opening these documents, you need to download the free Adobe Reader.
Gateway E-3400 Motherboard Problems
[back to top]
We have been experiencing some problems with Gateway E-3400's freezing up. If you have a Gateway E-3400 and have been experiencing frequent freezes and system failures, please put in a service request here, or call 517-355-6531 to have your machine checked by a HIT technician. Gateway is aware of this problem and is working with us to fix it.
Thank You for your patience and cooperation.
Problems with a Slow PC
[back to top]
Windows operating systems contain several utilities that can help you speed up performance by defragmenting disk drives, backing up data, freeing up drive space and system resources, and updating Windows and AntiVirus software.
Use the Disk Defragmenter
[back to top]
Disk defragmentation is the process of rewriting parts of a file to contiguous sectors on a hard
disk to increase the speed of access and retrieval. When files are updated, the computer tends to
save these updates on the largest continuous space on the hard disk, which is often on a different
sector than the other parts of the file. When files are fragmented, the computer must search the
hard disk each time the file is opened to find all of the file's parts, which slows down response
time.The Disk Defragmenter system tool in Windows rearranges files, programs, and unused space on your computer's hard disk, so that programs run faster and files open more quickly. Disk Defragmenter does not affect anything that you see on the screen, such as files in My Documents or shortcuts on the Programs menu-but they will open faster after using this tool.
To open Disk Defragmenter, click "Start", point to "Programs", point to "Accessories", point to "System Tools", and then click the "Disk Defragmenter" icon. Click the "Analyze" button to determine if your drive partitions need defragmenting. For more information about using Disk Defragmenter, click the "Action" menu in Disk Defragmenter, and then click "Help". We recommend disk defragmentation be performed at least once a month.
Use Disk Cleanup to Free Up Drive Space
[back to top]
Disk Cleanup helps free up space on your hard drive. Disk Cleanup searches your drive and then shows
you temporary files, Internet cache files, and unnecessary program files that you can safely delete.
You can direct Disk Cleanup to delete some or all of those files. The Disk Cleanup wizard can help
eliminate performance and disk space problems. This tool guides you through a series of tasks and
step-by-step procedures to help you get back to work quickly.To open Disk Cleanup, click "Start", point to "Programs", point to "Accessories", point to "System Tools", and then click the "Disk Cleanup" icon. A wizard will allow you to select which files to safely remove.
Add or Remove Programs
[back to top]
Use the "Add or Remove Programs" control panel to remove software that you've installed, but no
longer need. Removing unnecessary software will free up drive space and system resources. Back up Important Data Files with Backup Utility
[back to top]
The Backup utility (Windows 2000/XP) helps you create a copy of the data on your hard disk. In the
event that the original data on your hard disk is accidentally erased or overwritten, or becomes
inaccessible because of a hard disk malfunction, you can use the copy to restore your lost or
damaged data.To open the Backup utility, click "Start", point to "Programs", point to "Accessories", point to "System Tools", and then click the "Backup" icon. You can also use the Backup utility to create an Emergency Repair Disk (ERD), which will help you repair your system. Click on the "Backup Wizard" button to begin. When prompted select the data folders and files you would like to back up. You may choose removable disk media, a network file server, or a tape drive to back up your information to. For more information about using Backup, click the Help menu in Backup.
Printing Problems
[back to top]
Printing problems consistently represent the highest volume of calls that we receive. Of these, the vast majority revolve around network printers. Other areas include paper jams, ink or toner cartridges, printer drivers, paper tray issues, etc.
Here's a step-by-step way to work through printing issues:
1. Save and close all programs, and shutdown the PC normally (like you are leaving for the end of the day) so that the power on the computer is off. Wait about 10 seconds, then restart your machine. If you receive the message that says "you have some print jobs waiting, would you like to print them now?", click OK to print the jobs.
2. Make sure you log onto the network properly. Some individuals cancel through the network logon box and then log onto IDX, and consider themselves "logged onto the network". This is not the case. You must be logged onto the network properly in order to use a network printer.
3. Walk over to the printer and make sure that there are no warning lights on the front of the printer. On most models, there should be at least one or two green lights that indicate status is good.
4. Verify that there is appropriate paper in the particular tray from which you are trying to print.
5. All network printers have some kind of print server. Usually it is a small box that is plugged into the back of the parallel port on the printer. Certain conditions can cause the print server to become locked up and it will become necessary to reset the server. This is accomplished by unplugging the small black power cord from the back of the print server itself. After waiting about 10 seconds, plug the power cable back in. It usually takes about a minute for the server to reboot, at which time it may begin to send out the print jobs.
6. If the printer is printing, but the ink looks inconsistent or the print is illegible, try replacing the toner cartridge.
7. If the problem is still not resolved, please place a service request online here. Or call HIT at 517-355-6531. If the printer involved is in a clinic that is seeing patients, please make sure to indicate that. We will try to get to you as soon as possible.
8. Please keep in mind that for most Windows printing, you can print to another network printer or save it to a floppy disk and print from another computer.
Issues with Microsoft Outlook
[back to top]
This takes the Number 2 spot for most requests. Many of these problems can be solved with better
training with this office product. We find that these problems typically involve the
following:1. Setting permissions for other users folders in Outlook.
For example, a nurse or secretary needs access to a particular doctors calendar or contacts in order to update it. This is something that can be addressed through training.
2. Can't load a personal address book.
A couple of different things could be happening here. If the PC is left on overnight, sometimes the backup software will disconnect users from the P drive, which results in a temporary network connection loss. The solution is to shutdown your computer properly, wait five seconds, and then turn the computer back on.
3. Can't access Outlook on a particular PC.
Make sure you are logged onto the network and that you have an Outlook Mail Profile on the PC. Creating mail profiles is very straightforward, but it is something that should be covered in training.
4. Can't send or receive mail.
This problem is a result of the fact that the individual is over the size limit for their mailbox. All items in "sent item"s, "deleted items", and "journal" count towards the mailbox limit. It helps to get into the habit of saving your attachments to the appropriate directory on your P drive, and then deleting the e-mail or saving it into a personal folder.
5. Getting a message that you do not have enough memory.
If you're working on an old computer - a 120 MHz PC or slower - you should close some applications and then try again. If you have a newer computer, it is likely the problem is with one of our maintenance programs that runs on all PC's. It may be necessary to completely shutdown the computer one or two times before the problem disappears. We are currently waiting for a fix from Microsoft to completely eliminate this problem.
General Tips
[back to top]
One of the first things to try for any PC related problem is to shut down the computer normally (as you would at the end of the day). If the computer appears frozen, hit the Ctl-Alt-Del keys at the same time. A "close program" dialog box will appear. You should highlight the program that is not responding and click "end task". You may have to repeat this procedure several times. If all else fails, turn the power off on the PC.
For printers, check for all of the obvious things first. Does the printer have paper? Is it turned on? Is there a piece of paper jammed somewhere in the system? Are you logged onto the network? For Outlook, you may want to check that you're logged on to the network AND that you have a mail profile on this computer.
When you fill out a service request or call for assistance, please remember to indicate your machine number off the front of your PC. This will help track recurring problems, and will give other people the chance to understand what has been going on.
