What to do first?

If you are experiencing computing problems, please go through the following checklist and have this information available before you contact the HelpDesk. This will help us a great deal understanding the problem at hand and in assisting you in a timely fashion.

Basic items you might want to have in your checklist:

• Is the system on?
• Is everything plugged in?
• Do you see any loose/unplugged cables?
• Does your machine have power?
• Does the office area have power?
• Has the brightness or contrast been turned down/up on the monitor?
• Has the power strip blown a fuse? Is it still plugged in?
• Has anything changed, been upgraded or modified on your system since it last was working?
• Has the machine been moved?
• Are others experiencing the same problem?
• Can you get the problem to reoccur after rebooting your machine?
• Are you typing your password and username correctly? Is the caps lock key on? (passwords and usernames may be case sensitive)
• Are you using the correct username for the system you are trying to access?
• How long has this problem been going on?
• When did it last work properly ?

If you are still experiencing a problem after you have done the above-mentioned basic troubleshooting, please provide us the following information when you call-in the problem:

• Make and model of computer.
• Operating system and version (e.g. Windows 95/98/2000/XP…, Mac OSx).
• Exact text of error message (if any).
• Describe briefly what you were trying to do and what happened, the exact sequence of events that led to the problem (e.g. the commands issued, or procedures followed).
• Name and version of the software (if you suspect that it is a software problem).
• If known, the hardware component failing (if you suspect that it is a hardware problem).
• If a networking problem, what are you unable to access is it just your system or the entire office/building? (What are you able to access and not access?)

helpdesk@rider.edu | 609-219-3000 | Faculty/Staff Support | Student Support | FAQ