Troubleshooting Guide If computer won’t start: • Check all cable connections. • Make sure monitor and cpu are plugged into electrical connection. KSG User Guide • Make sure keyboard is plugged in and that no keys are stuck. to If computer acts strangely: Service Priorities • Calls are scheduled on a first come, first • Save work, choose “Shut Down” on Start menu and restart computer. Computer served basis by the Field Systems Analyst who is responsible for all account If computer freezes: • Wait a minute to be sure computer Support management.. isn’t in the middle of a process--check • Problems will be diagnosed and escalated as drive lights, printer lights, etc. needed and in a reasonable period of time. • Use Ctrl-Alt-Delete key combination • Supplemental application support is available through an outsourced help desk once to end task (this takes a few minutes), then choose “Shut Down” on For Faculty and and senior technical support staff in ITS are available for dispatch, if needed. • Start menu. If pressing Ctrl-Alt-Delete once has no Staff • ITS has no staff on-site after the normal effect, use the combination a second workday. All technical personnel share on- time to shut down computer (this also call responsibility for emergencies. takes time.) 2006 • If computer won’t shut down, hit power button (for a few seconds) or pull plug; What constitutes an Off-hours on laptops pull battery. Emergency? If printer won’t work: Emergency items include: • If you have your own printer, turn both • Inability to connect to the network. your computer and printer off and • Inability to access e-mail. start again. • Inability to access KSG web server. • Check all connections including . electrical. • Make sure there is paper in the Please follow the troubleshooting guide printer. before calling in any emergencies. • Check for paper jam. • Make sure there is ink in cartridge. • Check settings in printer control panel, Helpful Hints purge print jobs and start over. • Save often. If you can’t get into Notes: • Back up critical files. • If in the office choose “Shut Down” on • Perform system housekeeping routinely. Start menu and restart computer, • When in doubt call your Field Systems taking care to notice that you are Analyst. actually logging on to the network. • Check ITS web page and Info for Faculty and • If dialing in from off-site, check to be Staff Notes database for answers to sure you are connected to your ISP computer questions and updates of such as IBM Global Network or AOL. computer topics. Kennedy School of Government Information Technology Services Business Hours: 9:00am to 5:00pm Monday- Friday After Hours: 7 days a week Emergencies only Summary Support for non-standard or Service Level Agreement ITS provides technical support for faculty and unsupported hardware or staff computers. The most common services and procedures for getting help are outlined below. software Leve Definition Response Detailed lists of standards and supported If you need support for currently owned or new l time goal* products are on the ITS web page and in the unsupported hardware and/or software, please 1 Key Server or Notes immediate Information for Faculty and Staff Notes contact IT Director, Michael Garofano by email: down Database. Use your internet password to logon email@example.com, or call 617-384- 2 Computer or printer < 2 hours to KSG Intranet- www.ksg.harvard.edu\its. 7400. failure resulting in work stoppage Services Getting Help Computer not making < 2 hours • Application, troubleshooting and Please consult Troubleshooting Guide in this booklet network connection installation support for standard hardware, before calling for IT support! User’s primary < 4 hours software and networking applications not • Accounts on KSG network and e-mail For Routine Services—M-F 9-5: working or critical system Contact Field Systems Analyst application question • Purchasing advice for hardware and via phone or e-mail 3 Work is proceeding < 1 bus. day software. but in impaired • Limited training on standard applications For updates on KSG computer network status: fashion and operating systems Call the Status line at 617-495-1984 General < 1bus. day • Secure space on a server for storing Troubleshooting or personal files. (Daily backups provided.) For help with in-house KSG Web applications: application question • Limited assistance for KSG/Harvard owned Email Mark Bourne at firstname.lastname@example.org Request for general < 1 bus. day home computers and laptops information For Emergency Support: other hours or if unable to Application Q&A < 1 bus. day Standard Hardware Support reach Field Systems Analyst • Desktop and laptop computers and printers Call the Emergency Pager at 617-746-8793.* 4 **Account creation < 3 bus. days must meet minimum standards defined in Information for Faculty and Staff Database To register feedback/comments on support: Email or call Mary Ann Krebs at 617-293-2734, New hardware setup < 2 weeks Manager of Field Support Services. Standard Software Provided Software installation < 2 weeks and Supported Training < 2 weeks • Windows Operating Systems. *How to use pager *Response Time Goals: Field Systems Analyst • MS Office (Word, Excel, PowerPoint.). Call pager number. When you hear beep • MS FrontPage, Lotus Notes. should contact user and if possible start work tones, enter phone number where you can • McAfee Antivirus Software. within listed times. Depending upon the be reached. Hit the # key. You can also • Netscape Navigator/Communicator. nature of the problem, a resolution may take leave a voicemail. • Adobe Acrobat Reader, Internet Explorer. longer. • Specialized in-house KSG web tools for teaching. • Disk storage quotas: 250mb for email; ** Request accounts well in advance of a new 300mb for private m:\ drive on server. person’s arrival at KSG. • AT&T Internet Connection Services (user purchase). (Revised June 10, 2006 by Mary Ann Krebs) • Blackberries.
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