COMPUTER LABS - FAQs

TROUBLESHOOTING

Occasionally you will run into problems in the labs with hardware or software.  The following questions and answers will touch on some of the most frequent problems and concerns.  These questions and answers will not always solve the particular problem that your are encountering, if this doesn't help send an email to cc-students@eou.edu.  For immediate help refer to the phone numbers in the back of the lab aid manual for people you can call for more detailed instructions.

** ALWAYS ASK QUESTIONS IF YOU ARE NOT SURE ! **

** NEVER TAKE COMPUTERS APART OR CHANGE SETTINGS! **

The computer is blinking on the screen that a signal is missing:

Check the back of the monitor and computer and make sure that all cables are securely attached.  Then restart the computer.  When this is finished check the monitor, it should come up properly.   If not fixed, post a note on cc-students@eou.edu with the computer # and the problem, and tape an out of order sign on the screen.

The computer freezes and will not take any commands:

First type Ctrl-Alt-Del to see if you can close down the application that was running when the system froze.  Choose "end task" to shut down the application.  If Ctrl-Alt-Del does not work then you will need to reset, or power off—this should only be used as a last resort as it is not good to be shut down without going through shut down procedures.   If not fixed, post a note on cc-students@eou.edu with the computer # and the problem and then place an out of order sign on the screen. 

The printer displays “printer jam”:

Shut off the printer and open the top to see if you can see any paper that is jammed. Do not pull paper out when the printer is on, it will pull opposite the way the gears go and can cause even more damage.  Then power on again and wait to see if it will continue printing.  If not fixed, post a note on cc-students@eou.edu with the computer # and the problem and then place an out of order sign on the printer and turn off the printer.

Students cannot get email to open or receive emails:

Usually this problem is due to an incorrect login and/or password.  First, be sure the password is being typed as yymmdd if they haven't changed it from the default.  Make sure the caps lock key is not engaged!  Also, be sure the username is correct as the first part of the email address not something to be guessed at.  If it still does not work a test email can be sent to that email address and if a bounce message is returned it will explain the problem with the account.  For assistance the student can go to Ackerman Hall 209, call x23111 or write to helpdesk@eou.edu from their personal email and explain the issue along with their student id# to verify the account.  

Toner Cartridge and Printer Problems:

If the printer displays “toner low” on the screen take the cartridge out and gently shake it back and forth a couple of times, and then replace it.  This should help the cartridge to last  for another couple of weeks.  Send a message to cc-students@eou.edu with the lab and printer number and ask for the toner to be replaced.  If the print quality is still affected shut down the printer and place an out of order sign on it.  Students in the lab will still be able to use the second printer.

If a printer says "offline" it will not accept jobs to print. To bring the printer back online, push the big "Go" button. You do not need to restart the printer.

Myfiles:

Myfiles is a network storage folder access website that will only work on Internet Explores from on campus or from an EOU dialup modem.  To use the Myfiles visit www.eou.edu/myfiles  You can use it to post a webpage in the public folder.  If you have any questions click on the help button.

Lost and Found:

If a student leaves anything in the lab that is worth value please take it to lost and found in the building.  Then send a note out to cc-students@eou.edu letting lab aides know what you turned in.  The lost and found in Ackerman is Information Technology 209 and in Pierce it is the Circulation Desk in the basement.  If it is after 5:00 in Ackerman please put the items in the locker and post a note for the morning lab aide to turn it in.

If you find a Gizmo/thumb drive at any time in the lab unattended please take it and look at the files inside for something with their name and send them an email notifying them that you found it and that it is located in lost and found.  Then take the Gizmo/thumb driveto lost and found.

To find a student email addess go to the EOU homepage,  click on the Directories tab,  then click the Search for an Email Address link. Here you can type in the student's name and get their EOU email address.  

Pornography:

The labs are not allowed for the use of pornography.  If you see anyone in the lab watching pornography please talk to the lab aide or ask them to stop, if they continue ask them to leave.  If a student refuses to leave, call security and have them remove the student. 

Laptops in the Labs:

Laptops are not allowed in the labs.  This includes students and lab aides! 

If these techniques do not work:

If you have any questions that are not addressed here, or these techniques do not fix the problem, send an email too cc-students@eou.edu or for immediate help refer to the contact #’s at the end of the lab aid manual.