General

Troubleshooting Guide

 Before submitting a ticket, please complete the following troubleshooting steps if they relate to your issue.  Doing so may provide an immediate resolution.

• At a minimum, a computer restart should ALWAYS take place BEFORE submitting a Help Desk call. Many small performance issues, minor network problems, and system bugs can be solved by a system reboot.
• Reseat all cables for PC, phone and network wall drop.
• Check electrical connections to make sure everything is properly plugged in and devices are turned on.
• If in a lab or office complex, check to see if others are experiencing the same issue.
• Try logging in to another system

In addition to the information listed on the Help Desk site, please include this information when submitting a Help Desk ticket:

Location – Including campus, building and room information.

Asset Tag

Current phone number and email address to contact.  If you are an instructor with a Priority 1 call and you are in a lab, please provide the extension of the phone number located in the classroom or lab.

Software installation request – Please provide detailed product information.

• Include the name of the application and version number.
• Confirm that MSTC owns the product and a license to cover the installation being requested.
• Specify the location to install and the date it is needed.  Please allow 1-2 weeks for classroom software installation requests.
• Specify where media is located.

Hardware or software issue –  Provide as much information as possible.

• Identify which component or application is not functioning properly.
• Report any error messages being displayed.
• Ticket number is related to an existing ticket.
• Indicate if any recent changes or upgrades have been made.

Please note:  “Need software installed” or “Computer is not working” will delay resolution.

Providing these simple details will help ensure accuracy and timely response to all of our customers.