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Troubleshooting Tips
If you can perform some basic troubleshooting before you call the Technical Services Department, then 1 of 2 things happen: 1) you fix it yourself, or 2) you’ll help the technicians to be better prepared when they help you.
Here are some general tips/concepts for trouble-shooting problems with your computer:
Restart the Computer
This clears the memory and usually reloads the settings and preferences you normally start with. Be sure to save your work (if you can) before you restart. Often a better method than restarting is to shut down completely, wait 10-15 seconds, and then start the computer back up again.
Why does the TSD Technician ask me to restart my computer when I have a problem?
This seems like a waste of time for you, but the Technical Services Department likes to start troubleshooting from a known state. By restarting the computer you put it in a known good state, and troubleshooting can start at this point.
We have also found that 90% of all problems are solved after a restart.
Check the Cable Connections
Almost all of us have called a technician only to find the keyboard (or other device) came unplugged. Sometimes you can solve a problem by unplugging equipment and carefully plugging it back in. All computers should be turned off before you plug and unplug equipment.
Common Questions and Answers
What happened to my network drive? It isn’t there anymore!
Are any of your other network drives missing or unavailable as well? Try shutting down and restarting your computer and making sure that the 'Workstation Only' box is NOT checked when you log in. If you still cannot connect, check to make sure the network cable is still properly connected to your computer.
My computer is running slow, what can I do?
Try restarting your computer to see if that corrects the problem. Most computers should be restarted every couple of days to keep them running optimally. If you are still having problems, try checking your computer for spyware and viruses. AdAware, Spybot Search & Destroy, and antivirus software are installed on your computer. If you are comfortable using the software, try running them yourself and report any problems to the Technical Services Department. If you do not feel comfortable just contact the Technical Services Department to schedule a time for assistance.
Spam has gone through the spam filter. Where do I report this?
Spammers constantly find new ways to avoid anti-spam solutions, and on rare occasions GWGuardian can be fooled by such tactics. If this happens in your system, please help us stay ahead of spammers by reporting the false-negative (ie. the spam that was let through) to spamtrap@gwtools.com
