Computer

1
Computer Internet Troubleshooting 101

• Santa Ana College Nealley Library

2
Agenda

• Part 1 How Can the System Team Help You?
• Part 2 Common Internet Problems
• Part 3 Common Technical Problems
• Part 4 Common Voyager Problems
• Part 5 Virus
• Troubleshooting Wrap-up
• Handouts Agenda, PowerPoint Presentation

3
How Can We Help You?

• Part 1

4
The System Team
5
Technical Support
6
Library Technology Plan 2002-04
7
Technical Support Request Form
8
Common Internet Problems

• Part 2

9
Printing Web Pages

• Always advise users to do a Print Preview before
  sending print job
• Print Selection In Explorer 6.0, select text
  first, use Print Selection function to print
• Nothing prints
• Check for paper in printer
• Make sure printer is on
• Make sure printer is attached (to computer or
  network)
• Reset your printer (turn it off and back on)

10
E-mailing Web Pages

• In our public workstations we are not able to
  send web pages or links by e-mail.
• When students ask your assistance to e-mail the
  current web page, ask them to copy the URL and
  e-mail that to themselves using an e-mail service
  on the Internet.

11
Browsing Problems?

• Click Refresh
• Close and re-open browser
• Try browsing to the top level domain name only
  (rather than the specific page)
• Try the URL in a different browser
• Clear cache Tools / Internet Options / General
  tab / click Delete Files in the Temporary
  Internet Files section
• Clear history Tools / Internet Options / General
  tab / click Clear History in History section
• Wait and try again later

12
Searching for Diversity

• Tabs to Other Databases
• Images
• Google Groups
• Video
• Audio
• News

13
Acrobat PDF Documents

• Having trouble reading, opening, or printing
  Acrobat file?
• Right Click on the link to the PDF
• Choose "Save Target as..." from the pop up
• Save the PDF to your hard drive (remember where
  you are saving it and the name of the file)
• When the download is complete, go to that
  downloaded file
• Double Click the file
• Read or print the file

14
Common Technical Problems

• Part 3

15
FAQs

• Q. If, when starting up the computer, you get the
  message "non-system disk"
• A. Check the diskette (A) drive and remove any
  disk in it, then try again.
• Q. If the computer is on, but not working
  properly
• Make sure that the cable that runs from the
  computer to the monitor is firmly connected at
  both ends.
• Close all open applications. Re-open the
  application that you want to use and see if it
  works now.
• If applications won't close, simultaneously press
  "Ctrl," "Alt" and "Del" keys or. Click on Task
  Manager box, click "end Task".
• If that doesn't work, turn off the computer (not
  the monitor), wait a few seconds and turn the
  computer back on. If the computer still doesn't
  work, fill out the Technical Support Form call
  Hugh.

16
Printing from Network

• If the Pay for Print Workstation stops taking
  print queues, reboot the machine from the
  keyboard (which is located at the back of the
  printer)

17
Common File Types

• doc Word Document
• pdf Acrobat Document
• ppt - PowerPoint
• rtf Rich Text Format
• txt Text File
• wpd WordPerfect Document
• xls Excel Spreadsheet

• htm Web Page
• jpg jpeg Graphic Format
• gif Graphic Format
• zip Compressed Format

18
File Search

• File disappeared or you cant find it
• Change file type box to look for All Files (.)
• Search for file by file name or contents of file
• Start / Find /Files of Folders
• search filename.
• click Advanced tab to search for word inside file

Guide to Wireless Laptops
19
Common Voyager Problems

• Part 4

20
FAQs

• Q. The Computer Catalog is too slow.
• A. The default timeout value is set at 10
  minutes. During peak time it can be changed to 5
  minutes or lower to improve access time. Most of
  the time Internet speed is controlled by traffic
  on the Internet or on the network.

21
Troubleshooting Tips

• When theres trouble
• check cables and connections
• find out what changed and/or what just happened
• capture all error messages on the Technical
  Support Request Form
• use AltPrintScreen to capture error
• paste the screen in a Word document (Ctrl P)
• describe the conditions that create the error
• try a reboot
• Place completed form in the Request Form Box.

22
Virus

• Part 5

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Danger to Public Workstations

• The most danger to a public access computer is
  from the floppy disk used by one patron and
  forgotten in the floppy drive. That disk might
  contain a virus that then infects the public
  access computer if it is rebooted while the
  forgotten disk is in the drive.

24
Norton Antivirus Corporate Ed.
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Updating the Virus Definitions

• Updating the virus definitions files is normally
  automatically done for us.
• Manual Update Go to Symantec website at
  http//securityresponse.symantec.com/avcenter/down
  load/pages/US-NAVCE.html
• Download the most current file to your hard drive
• You can replace the old virus definitions files
  with a new one executing the downloaded file.

26
Troubleshooting Wrap-up

• Summary

27
Troubleshooting Resources

• How-To (Guides) - http//www.infopeople.org/howto/
  
• A potpourri of information to help libraries
  manage Internet access, computers and technology
  in general.
• Materials from Past Workshops -
  http//www.infopeople.org/training/past/
• Materials from past workshops including
  exercises, handouts and the PowerPoint
  presentations.
• Computer Tune-Up - http//www.oit.duke.edu/ats/su
  pport/tuneup/index.htm
• The page provides information on basic computer
  maintenance as well as useful tips for optimizing
  your use of Windows.

28
Questions