Frequently Asked Questions

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.  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 with the computer # and the problem, and tape an out of order sign on the monitor.

 

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 with the computer # and the problem and then place an out of order sign on the screen. 

 

The printer displays the code “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 with the computer # and the problem and then place an out of order sign on the printer and turn off the printer.

 

The student cannot get email to open or receive emails:

• Usually this problem is due to an incorrect login and/or password.  First, check the default information with them.  Then use the student computing pages to get any other information.  If it still does not work let the student know that they need to go to Inlow (008) and double check their password and login for accuracy or write to helpdesk@eou.edu for a new password.  If this is not the problem have them try another computer. Make sure the caps lock key is not engaged!!!!

 

UPS Battery Problems:

• If you hear beeping for about 30 seconds this is a warning of the battery running low. Shut down the computer and then turn off the UPS.  Restart the UPS and then the computer.  If you here it beep again and/or the red “Replace Battery” indicator light comes on then post to cc-students with computer number and problem. 

 

Toner Cartridge and Printer Problems:

• If the printer says “toner low” on the screen take the cartridge out and 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.  When it sys “toner low” again send a message to cc-students with the lab and printer number and ask for the toner to be replaced.  Then shut down the printer and place an out of order sign on it.  Students in the lab will still be able to use the other printer.
• If a printer says "offline" it will not accept jobs to print. To bring the printer back online, push the big green "Go" button. You do not need to restart the printer.

 

Myfiles

• Myfiles is a network storage folder access website that will only work on IE from on campus or EOU dialup.  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.

 

Using the Pine Email System

• The only way for students to retrieve any email from their account when they go over quota is to log into the campus server and use Pine – the webmail access is disabled until the account is fixed. They can then forward mail to be saved to their personal email and delete the rest. They also have to send an email to helpdesk@eou.edu and include their student id# as well as their name and eou email address and ask us to finish fixing their account or they still can't login on the Webmail. The simplest for everyone is to have us delete the entire inbox, but often they panic at that and want some of their email saved - PINE is the only option and has to be done on campus or over our dialup. Every lab aid needs to know how to do this. 
  
  • Below is the letter we send out at the helpdesk.  It may help you understand the options that you can explain to the student. Your EOU account is over quota - 30 mb is the limit - and until you delete at least 5mb worth of attachments or emails it will not receive any new mail or let you login to your account on the webmail or with a POP mail program. You have a few options to fix your account.                   

                   1. If you are on campus you can easily forward some of your email to a personal email address by using a computer in                           Ackerman or Pierce Computer Labs. You would have to use the "campus server" with a program called Pine and                        the lab aides can help you or we can help you here in IH008.
                  2. If you are off campus it's a little more difficult, but I can send you the information on dialing up long distance and                       downloading a simple program.
                  3. The simplest fix is that we delete your inbox so that it will start working again. All of the email will be gone including any                       you haven't seen yet. Remember that it has bounced any email sent to your account since the limit was reached.  With                       any of the options we often have to fix some errors on your account to get it working properly again as well.

           

          Helpful hints about Pine

                        Login using the server your email account is on (there are 2 servers - students (salmon.eou.edu – registered after                            2000) legacy (emily.eou.edu – registered before 2000). 

                                   *** Some computers have an icon on the desktop called Putty.  If you use Putty you must enter the server your

                                         email account is on then click open.  If you use Pine this step will be skipped. ***

1. Type your username and password.  (When you type your password you will not see it on the screen)
2. Next type Pine
3. Follow the commands listed at the bottom of the page.  Pine does not allow you to use the mouse, you must use the keyboard. 
4. Some examples of commands are listed below

                             - Show previous page of this msg                 

                            Spc  (space bar) Show next page                 

                             >   View attachment                  

                             R   Reply to message                  

                             F  Forward message

                             D   Mark for deletion                

                             U   Undelete (remove deletion mark) 

                             %   Print                           

                             *  Flag message

                             ? Help

                             P     Display previous message      

                             N     Display next message          

 

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 letting other lab aids know what you turned in.  The lost and found in Ackerman is University Advancement room 202a 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 aid to turn it in.
• If you find a Gizmo 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 to 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 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 aids! 

 

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 or for immediate help refer to the contact #’s at the end of the lab aid manual.