Basic Troubleshooting

Presented here are some actions that you can take to remedy problems that you are having with your computer. Of course, you can always call the Help Desk (503-370-6767) during their hours of operation, but simple actions like rebooting your computer or writing down error messages may solve the problem more quickly or assist the Help Desk in their troubleshooting. Then, too, there is the well-known propensity of computers to cause trouble at some odd hour when you are feeling the most stress and the Help Desk is closed. Here are some tools with which to fight back on your own.

1. Write down the exact text of any error message that your computer displays, including any error number provided. Even if the meaning of the message is not immediately apparent, it can be the basis of an on-line search for a solution. It may be especially useful to the Help Desk in understanding the source of the problem. You may also want to make notes about the circumstances in which the problem arose.

2. Reboot your computer. A remarkable number of problems can be eliminated just by giving your computer a fresh start. For maximum impact, carry out the reboot as follows:

Start by trying to use your computer's normal shutdown procedure to turn the computer off. If you are faced with a frozen application, you may need to kill it by using Ctrl-Alt-Del in Windows or Apple-Option-Esc on a Mac to force the application to stop. If the whole computer is stuck, then pressing and holding the power button for five to ten seconds may be needed to power the machine off. If even that doesn't work, then you can always pull the plug.

Now turn off the rest of the peripherals--monitor, printer, scanner, and all other external devices. Wait at least 30 seconds. While waiting, check that all cable connections between different devices are secure, as is your network or modem connection. Turn all the peripherals back on. Once the peripherals are on, power up the computer again.

If the reboot doesn't solve the problem, there are still options:

3. Consult the software or hardware vendor's support web site. Most vendors provide some free on-line assistance in troubleshooting problems with their products, ranging from a list of frequently encountered problems to a full database of all known problems and their solutions. Go to the vendor's web site and look for a link labeled "Support." If an error message was displayed, see if you can conduct a search for support articles related to that message. If there was no error message, you may still be able to do a search based on your own brief description of the problem.

4. Dodge the problem. Just how to do this will vary with the problem. If a web page isn't loading properly, try using a different browser. If printing is the issue, can you send the job to a different printer? If a document is behaving badly, try to copy the contents of the troubled document into a brand new document. If your e-mail client is causing trouble, try using webmail instead. Such actions may let you continue working until a permanent solution is found.

5. Type carefully. If the problem arises in response to commands or other information that you are typing into the computer, take a close look at what you are typing. Computers are notoriously picky.

For example, most passwords are case-sensitve, so if you are having a login problem, be sure that Caps Lock is not active. Parts of web addresses are also case sensitive.

Could there be an unwanted space or other non-printing character at the beginning or end of what you've typed?

Be aware of the differences between the letters "O" and "l" and numerals "0" and "1", respectively. Slashes come in two different orientations: forward slash (/) and backslash (\). Be sure that you are using the right one.

6. Sleep on it. If it's the middle of the night and you are getting nowhere in trying to solve your problem, go to bed. That won't fix the computer, but you'll feel better in the morning and the Help Desk will be open then.