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Computer & Internet Troubleshooting 101 Santa Ana College Nealley Library Agenda Part 1: How Can the System Team Help You? Part 2: Common Internet Problems Part 3: Common Technical Problems Part 4: Common Voyager Problems Part 5: Virus Troubleshooting Wrap-up

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computer internet troubleshooting 101

Computer & Internet Troubleshooting 101

Santa Ana College Nealley Library

  • Part 1: How Can the System Team Help You?
  • Part 2: Common Internet Problems
  • Part 3: Common Technical Problems
  • Part 4: Common Voyager Problems
  • Part 5: Virus
  • Troubleshooting Wrap-up
  • Handouts: Agenda, PowerPoint Presentation

2002 Library In-Service

the system team
The System Team

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technical support
Technical Support

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library technology plan 2002 04
Library Technology Plan 2002-04

2002 Library In-Service

technical support request form
Technical Support Request Form

2002 Library In-Service

printing web pages
Printing Web Pages
  • Always advise users to do a Print Preview before sending print job
  • Print Selection: In Explorer 6.0, select text first, use Print Selection function to print
  • Nothing prints
    • Check for paper in printer
    • Make sure printer is on
    • Make sure printer is attached (to computer or network)
    • Reset your printer (turn it off and back on)

2002 Library In-Service

e mailing web pages
E-mailing Web Pages
  • In our public workstations we are not able to send web pages or links by e-mail.
  • When students ask your assistance to e-mail the current web page, ask them to copy the URL and e-mail that to themselves using an e-mail service on the Internet.

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browsing problems
Browsing Problems?
  • Click Refresh
  • Close and re-open browser
  • Try browsing to the top level domain name only (rather than the specific page)
  • Try the URL in a different browser
  • Clear cache: Tools / Internet Options / General tab / click Delete Files in the Temporary Internet Files section
  • Clear history: Tools / Internet Options / General tab / click Clear History in History section
  • Wait and try again later

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searching for diversity
Searching for Diversity

Tabs to Other Databases

  • Images
  • Google Groups
  • Video
  • Audio
  • News

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acrobat pdf documents
Acrobat PDF Documents

Having trouble reading, opening, or printing Acrobat file?

  • Right Click on the link to the PDF
  • Choose "Save Target as..." from the pop up
  • Save the PDF to your hard drive (remember where you are saving it and the name of the file)
  • When the download is complete, go to that downloaded file
  • Double Click the file
  • Read or print the file

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Q. If, when starting up the computer, you get the message "non-system disk"

A. Check the diskette (A:) drive and remove any disk in it, then try again.

Q. If the computer is on, but not working properly:

  • Make sure that the cable that runs from the computer to the monitor is firmly connected at both ends.
  • Close all open applications. Re-open the application that you want to use and see if it works now.
  • If applications won't close, simultaneously press "Ctrl," "Alt" and "Del" keys or. Click on Task Manager box, click "end Task".
  • If that doesn't work, turn off the computer (not the monitor), wait a few seconds and turn the computer back on. If the computer still doesn't work, fill out the Technical Support Form; call Hugh.

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printing from network
Printing from Network
  • If the Pay for Print Workstation stops taking print queues, reboot the machine from the keyboard (which is located at the back of the printer)

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common file types
Common File Types
  • doc – Word Document
  • pdf – Acrobat Document
  • ppt - PowerPoint
  • rtf – Rich Text Format
  • txt – Text File
  • wpd – WordPerfect Document
  • xls – Excel Spreadsheet
  • htm – Web Page
  • jpg – jpeg Graphic Format
  • gif – Graphic Format
  • zip – Compressed Format

2002 Library In-Service

file search
File Search

File disappeared or you can’t find it

  • Change file type box to look for All Files (*.*)
  • Search for file by file name or contents of file
    • Start / Find /Files of Folders
    • search filename*.*
    • click Advanced tab to search for word inside file

Guide to Wireless Laptops

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  • Q. The Computer Catalog is too slow.
  • A. The default timeout value is set at 10 minutes. During peak time it can be changed to 5 minutes or lower to improve access time. Most of the time Internet speed is controlled by traffic on the Internet or on the network.

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troubleshooting tips
Troubleshooting Tips

When there’s trouble…

  • check cables and connections
  • find out what changed and/or what just happened
  • capture all error messages on the Technical Support Request Form
    • use Alt+PrintScreen to capture error
    • paste the screen in a Word document (Ctrl + P)
    • describe the conditions that create the error
  • try a reboot

Place completed form in the Request Form Box.

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Part 5

danger to public workstations
Danger to Public Workstations
  • The most danger to a public access computer is from the floppy disk used by one patron and forgotten in the floppy drive. That disk might contain a virus that then infects the public access computer if it is rebooted while the forgotten disk is in the drive.

2002 Library In-Service

norton antivirus corporate ed
Norton Antivirus Corporate Ed.

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updating the virus definitions
Updating the Virus Definitions
  • Updating the virus definitions files is normally automatically done for us.
  • Manual Update: Go to Symantec website at:
  • Download the most current file to your hard drive
  • You can replace the old virus definitions files with a new one executing the downloaded file.

2002 Library In-Service

troubleshooting resources
Troubleshooting Resources
  • How-To (Guides) -

A potpourri of information to help libraries manage Internet access, computers and technology in general.

  • Materials from Past Workshops -

Materials from past workshops including exercises, handouts and the PowerPoint presentations.

  • Computer Tune-Up -

The page provides information on basic computer maintenance as well as useful tips for optimizing your use of Windows.

2002 Library In-Service


2002 Library In-Service