Error Reporting to Helpdesk

When we get a report that a computer “does not work” all we can do is look at the computer… if it powers up and logs in, it “works”.

To fix your problem... we need details:

1. What is the program that you are working in when you experience the problem?
2. What are you doing in the program just before the problem occurs?
   What button did you just click? What window just closed?
3. Are there any error codes you get when the problem occurs?
   If you can get a screen shot of the error code message, that is very helpful (Print Screen Deluxe 3.0 is available for printing screen shots).
4. Try to narrow down as much as you can the exact steps that you are taking that causes the problem. Then try to find out what else may be affected. (i.e. I can’t print this document in Word but I can print another or I can print from another application like Excel? Or this floppy disk does not work but another does?)
5. What other applications are running?
   Try closing any unneeded applications and try again.
6. Does the problem still occur after you close the program and reopen it?
   Parts of the program my have crashed and reloading the program is the best way to fix that problem.
7. Does the problem still occur when you shutdown and reboot the computer?
   One of the first things you can do to troubleshoot a problem is reboot or restart the computer. This fixes a lot of the problems that users encounter.  Rebooting means going to the Start menu and selecting the Restart option.
8. Have you tried to verify the application?
   To verify the application, you open the Application Explorer, choose the “all’ option and then right click on the application you are having a problem with.  You will see an option menu open, click on the Verify option. This reinstalls the application files and restores all the default system settings for that program.

   NOTE: Verifying Dreamweaver will result in all the sites and site preferences being lost.  Problems with web publishing and web sites are rarely a problem with the actual Dreamweaver application. Therefore verifying Dreamweaver usually solves nothing.  There have been some Dreamweaver problems associated with user profiles... again verifying the application will not solve this problem. Please contact the RCTC Web Manager (2724) before being tempted to verify Dreamweaver.

9. What happens when you try to access the same program with a different data file?
   Make sure that the problem is not a corrupt data file.
10. Is there a data file we need to replicate the problem?
11. When reporting the problem to us, it helps to know what else you may have already tried to fix the problem.
12. You can report the problem to us by calling us at 7243, or by sending an email to tech.help@rctc.edu.

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