Troubleshooting

Basic Troubleshooting Help Desk

We know that encountering computer problems can be frustrating, especially when there's no one to help you troubleshoot your particular situation.  With that in mind,  we created this help desk to help troubleshoot your problems on a 24-hour basis.

Keep in mind that there isn't always a "one step fix" for your problem, and that sometimes a "quick fix" may be the best solution until a trained professional can assess your equipment.

In providing these suggestions, Northampton County Schools does not assume responsibility for loss of data or damage to your property.

Selecting a related item/topic from the table that pertains to your problem will take you directly to some suggested solutions:

BEFORE YOU TRY ANYTHING ELSE, RESTART YOUR COMPUTER! 

Power Management

Monitor will not power up

 -Is your ISOBar (power strip to the wall) turned on?

 -Are all of your power cords plugged in all the way?

 -Are any lights flashing on the monitor ?

CPU (main part of the computer) will not power up

 -Is your ISOBar (power strip to the wall) turned on?

 -Are all of your power cords plugged in all the way? Check the back of the CPU.

 -Are any lights flashing on your CPU (the main part of your computer)?

 -Can you hear the computer running?

Connectivity

Active Directory log-in screen does not show

-Have you checked the network cable to make sure it’s connected to the computer?

-Have you checked the cable going to the wall from your network connection box?

Internet will not come up

-Have you checked the network cable to make sure it’s connected to the computer?

-Have you checked the cable going to the wall from your network connection box?

-Have you tried rebooting your computer?

Wireless will not connect.

-Do you know the password for your building?

-If your laptop has a switch to turn wireless on and off, please make sure it is on!

-Make sure you are connected to the wireless for your building and not to another wireless connection. Carts do not have the same code as building wireless.

Computer Functionality

Mouse will not work

-Is your mouse plugged into the right port?

-Try rebooting your system.

Keyboard will not work

-Is your keyboard plugged into the right spot?

-Remove the keyboard from one USB port and plug into another USB port.

-Try rebooting your system.

-Wait a minute or two.

-Press CTRL-ALT-Delete keys simultaneously.

-A task manager box will appear.  If the program you were using is "Not Responding", click on it and then on End Now.  You may be prompted to send error message report, but you can click on "Don't send".

-If your computer is locked up and nothing will respond, hold in the power button or unplug it.

Laptop keeps going off

-The laptop is going into hibernation. Press the power button and it should wake up.

Laptop battery did not charge

-Shut the laptop down (Start; shutdown) Then plug in the power cable; make sure the two parts are snugly connected as well as the end firmly into outlet.

-Laptop will take about three hours to fully charge.

Laptop will not go to Internet or my network files

-Plug the laptop into the network using a network Ethernet cable and one of the drops in your space.

-Log into the network as you usually do, if you are at your usual workplace.  At other sites, you need to log in by checking Workstation Only and entering the login information given to you when you received the laptop.

Laptop and data projector do not both display file

-Make sure laptop and projector are connected with proper cables.  There should be at least two cables connected to each device. Both the laptop and projector have power cords.  Then there should be a cable connecting the two together.  Make sure they are firmly attached to both devices.

-On the laptop, press the function key (FN) to the left of the space bar.  Simultaneously press the F key (across the very top of the keyboard) that corresponds to an LCD device-usually F8 but not always (look for a small picture of a screen or CRT/LCD).  Wait a second.  Did one of the screens appear?  Repeat until you have both screens.

Error Messages

No PS/2 device (mouse) detected

-Check to make sure your mouse is plugged into the right port.

Keyboard Failure (followed by a number)

-Check to make sure your keyboard is plugged into the right port

-Check to be sure none of the keys are stuck

Printers

Printer won't come on

 -Is the power cord plugged in all the way?

Is the printer turned on (is there a green power light)?

 -Is the data cord connected securely in the back of the computer and printer?

 -Is there paper in the printer?

 -Will the printer feed a blank sheet of paper?

-If the printer was sent multiple jobs (someone clicked Print many times), unplug the printer power and let it stay out for about 5 minutes; plug it back in and this should clear the memory.

Printer is jammed

Lift open any doors to paper trays and ink/toner and remove any lodged paper that is visible. Be careful not to snatch paper out.  If you tear the paper make sure you get it all out since even a tiny piece will jam the printer again.  You should never hear a grinding noise when removing paper.

Turn your printer off and then turn it back on. This will reset your printer.