What to do before making that dreaded IT Helpdesk call
Being in the education field for over 15 years, I also have have been doubly doomed by providing technical assistance to non-technical people.
Teachers are not trained to be experts (usually) when it comes to using applications or troubleshooting. Many teachers USE technology to make some part of their lives easier but usually it is pushed onto them instead of them yearning to learn it. While many of the newer teachers are more inept in using technology (most are trained to some degree in their college education), many have been learning in a trial and error scenario.
In any case, most teachers are eventually going to have to make that dreaded call to the helpdesk to which usually starts like this (after the sarcasm and accusations of ‘user error’):
Have you restarted the computer?
Why do we always ask this? Most of the time we cannot diagnose your issue from your simplistic scream for help. We do this because we know that if you had not interfered, the computer would most likely be working. We know what the computer is supposed to do and if does do what it is supposed to do after a restart, we resort back to the user error sarcasm.
On a serious note, we have you restart because sometimes software turns certain services on or off and could simply be reset by restarting your computer.
Are you sure the computer is plugged in?
Now this seems like common sense, but because many of us have a plethora of cables and cords hidden behind or under our desk, it is very possible that we pulled one of these cables or cords out of its respective connection.
Also, along this same line, it is very common for a computer to freeze when it is in its hibernate or sleep state. When this happens, it appears that the computer will not start up. If you’ve checked all of your cables and cords and it looks like you have power to the computer, hold down the power button for about 5 seconds. This should cut off the power supply to the computer and shut the computer down completely. Press the power button once more and hopefully all is up and running again.
Are you connected to the internet (or network) wirelessly or via ethernet?
Convenient, yes. Consistent, no. Wireless is not perfect. There are many things that can affect your wireless signal. If you are trying to sponge Internet access from your neighbor or from the Starbucks across the street, you may find that heavy rains will affect the signal as well as large vehicles who cut off your line of sight. Not much to tell you here except to pony up for your own access.
If on the other hand you are using ethernet to connect to the Internet, it could be that you have been the victim of a “hijacking” malware or you may have network settings that will not work on your network. Most corporate (and even home) networks utilize DHCP where all the correct settings are given to a computer when it connects to a network. Changing your network settings could render them inoperable on your current network. Check your network connections to verify that you are automatically obtaining an IP address.
While this is only a short list of questions/solutions, this may be just enough to save your from the ridicule and sarcasm that may await you when you pick up that phone. Dial with care.