WebJunction - Support Information & Troubleshooting

Check off these items before you consult computer manuals or call a technician. Remember to always look for the obvious first. If you do call a technician, ensure the computer is accessible for the phone conversation and have a list of the troubleshooting steps you have already taken nearby.

Troubleshooting the Computer - General Tips:
	Turn the computer off. Count to 30. Turn the computer back on. Did this solve the problem?
	Did you install new software? Uninstall it to see if that clears up the problem.
	Did you change any settings? Change the settings back to what they were.
	Did you attach any new hardware? If so, disconnect the hardware and uninstall any software drivers that were installed for the hardware.
	Is the surge protector light on? If not, check to see that it's turned on and plugged in.
Troubleshooting Sound:
	Check the headphone cable connections. Check the volume control on the headphone cord.
	Is there a speaker icon next to the clock on the taskbar? If so, right click the speaker icon and select Open Volume Controls. Uncheck any Mute boxes that are selected.
	Log on with an administrative account. Click Start, Settings, and select Control Panel. Double-click the Multimedia icon. Adjust the volume settings on the Audio tab.
Troubleshooting Peripherals: Note: The keyboard is used as the example in the following examples, but a peripheral could be anything attached to the computer.
Are all of the cables connected?
	Power
	Monitor
	Mouse
	Keyboard
	Headphones
	Network cable
	Is the keyboard or mouse acting erratically? It might need to be cleaned. To clean a keyboard, turn it upside down and shake any debris out of it. You can also spray compressed air between the keys. To clean a mouse, remove the cover on the bottom of the mouse. Clean the mouse ball with rubbing alcohol. Use a cotton swab to clean any debris off of the guides inside the mouse.
	Is the keyboard not working? If so, plug it into another computer. If it doesn't work on the other computer, there is likely something wrong with the keyboard. If it does work on the other computer, there is likely something wrong on the computer.
Troubleshooting the Printer:
	Is the printer turned on? If not, turn the printer on.
	Does the printer display say it's offline? If so, press the green button to put it online.
	Are all of the cables connected to the printer?
	Is there paper in the printer? If not, replace the paper.
	Is the toner cartridge empty? If so, replace the cartridge.
	Is there a paper jam? If so, remove the stuck paper.
	Does the printer print from some programs and not from others? If so, it is most likely a software issue.
	Does the printer not print from any program? If so, use the print troubleshooter in help to diagnose the problem. Click Start and select Help. Search for troubleshooting and select printers. Follow the on-screen instructions.
Troubleshooting the Network:
	Are all of the network cables plugged in to the computers, printers, and switch?
	Is there a light on the switch that corresponds to every cord that is plugged into it? If not, try plugging the cable that doesn't have a light into another outlet on the switch.
	Is the switch getting power? If there are no lights, check to see that the surge protector is plugged in and turned on.