The Help Desk has been in operation for over one year now. During that period we have received reports of various computer problems, ranging from printers to scanners to computers not starting up. When you have a computer situation, the first line of defense is the Help Desk (424-3020).

          Before calling the Help Desk, however, it would be additionally helpful if you could identify your situation and/or product(s). Here is an example of a conversation that could include additional details. [Client calls the Help Desk]

Client: My computer doesn't work.
Help Desk: How do you mean it doesn't work? May I have your name, please?

Client: Oh, my name is I don't know It just doesn't work.
Help Desk: Do you mean your computer won't start or it is freezing or crashing when you try to use a program?

          In contrast, here is an example with relevant, useful information:

Client: My name is and I'm calling about a computer problem. I have a Compaq DPEP/P450 computer [there should be a small sticker on the front cover of the computer to identify the name and model] and it's beeping when starting up and it won't boot after that.
Help Desk: Could you restart the computer and listen to the beeps? Listen if the beeps are 1 long and 2 short, and afterwards check if the CAP light is flashing on the keyboard.

Client: Yes. The CAP light is flashing and I heard 1 long and 2 short beeps.
Help Desk: It appears that your computer has a defective video card. This is a known problem with some of the Compaq DPEP/P450 computers. I have created a job for you and here is your job number... We will send a Tech to double-check and/or replace the video card.

          There are certainly other types of computer problems. The more information you can provide, the more efficiently the Help Desk can assist you. When reporting a printer problem, for instance, it is more helpful to say, "I have an Apple LaserJet printer connected to a MAC and it's printing abnormally, with funny characters and small symbols." Or, "I am a new staff member and this is my first attempt at checking my E-Mail. What do I need to know/do?"

          As you consider calling the Help Desk, look briefly at your situation or the devices in question for any brand name and/or model number. (There is usually always an identification sticker on the devices.) Is it a PC? MAC? LaserJet printer? DeskJet printer? The more details you can collect beforehand, the more efficiently the Help Desk can assist you.