May 13, 1999

1
Troubleshooters Info Session

• May 13, 1999

2
Outline

• Introduction
• Expectations
• Email List
• Logging Calls with Systems
• Winipcfg
• Troubleshooting Section

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1. Expectations

• Troubleshooters serve their divisions in two
  capacities
• Main contact for reporting computer problems to
  Systems
• First-line troubleshooter for minor computer
  problems covered in the manual

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Email list

• Refer to list of troubleshooters and set up
  mailing list in your email
• Address book
• Add
• nickname, list of email separated by commas
• CTRL X

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Email List

• Use it as a means for
• exchanging information
• Asking questions

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1. IntroductionQ A
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2. Logging Calls with SystemsIts Your Call

• Two types of calls
• EMERGENCY (prevented from performing daily tasks)
• 737-2392
• NON-EMERGENCY (NOT prevented from performing
  daily tasks)
• 737-7470
• FIXIT List
• http//scamper.library.mun.ca/fixit.htm
• Status

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Call Checklist

• Very important to communicate a problem
  correctly, whether over the telephone or via
  email
• Important skill for both Systems Office and
  Troubleshooters
• Refer to the manual p.6 and p.32

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2. Logging CallsQ A
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3. Winipcfg

• Every computer in this library is on a network
• Many problems you will encounter will be a
  direct result of a computer interacting on a
  network

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Components Needed in order to be on a network

• Network card
• IP address
• Drop on the wall
• Network cable
• Protocol
• Applications (e.g. Netscape)

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Network information Needed

• Network card (numeric address)
• IP address (unique internet address for
  machine)
• Drop on the wall ( unique connector)
• Machine name (unique name assigned to each
  machine in library)

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Winipcfg (Windows 95)

• 1st Task as Troubleshooter
• Develop inventory of each computer in your
  department
• List of computer name, IP, network card address
  and location
• Help Juanita and help you when logging call
• Complete form on p.35, send copy to Juanita

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Winipcfg

• Click on Start Menu
• Click on Run
• Type in winipcfg
• Click OK
• Click More information

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3. Winipcfg Q A
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4. Troubleshooting Section

• Work in Progress
• List of common problems
• New sheets will be developed and distributed by
  Systems
• When in doubt, call Systems

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Section I

• Hardware
• Screens
• Mice
• Noises
• Keyboards

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Section II

• Network Connections
• Connecting to Shared Resource
• Sharing Hard Drives and applications
• Sharing Printers

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Section III

• Maintenance
• Defrag
• Cache (Netscape)
• Cache (Internet Explorer)

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4. Troubleshooting SectionQ A
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Conclusion

• Brand new way of approaching computer problems
• Use the manual
• Contribute to the manual
• Call/email systems
• THANKS !
• PS. Dont forget to do the inventory