"Help Squad" Troubleshooting
Lake Monticello Computer Users Group

 

What To Do While Waiting For The Help Team


LMCUG can help out if you are a member and need some basic training in a particular area or are having problems with your hardware or software. This assistance is not intended to replace the services of trained technicians or software specialists. Rather, it is a group of users who are willing to share their experience. To get help, contact the coordinator, Bob Miller (589-2691 or MillerRW@ieee.org). He will ascertain your needs and enlist assistance from a team member. As you may imagine, the reaction time is days, not hours. In the meantime, don’t be afraid to experiment — it is very difficult to cause permanent damage to your computer so long as you don’t remove the cover. If you are experiencing difficulties, here are some basic steps you can take to solve the problem yourself:


(The procedures apply to Windows ME. In most cases, Windows 95/98 procedures will be similar.)

If you think you have a virus

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If you are having a problem with Windows

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If you are having a problem with your Internet connection

  • Check your dial-up connection properties for any apparent problems:

    • Choose Start – Settings – Control Panel – Dial-Up Networking.

    • Select your dial-up connection and right-click. In the drop-down menu, click Properties. Things to look for:

      • Under the General tab, make sure that your ISP’s phone number appears correctly and that your modem is selected under “connect using”.

      • Under the Security tab, make sure that your user name appears correctly. Your password will probably be represented by a sequence of “*”s – you may want to retype it if you think it may be incorrect.

  • If your problem is with email, check your Account Properties. The exact method depends on which email client you are using. For Microsoft Outlook, select Accounts from the Tools menu.

  • Call your ISP’s help desk.

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If an application is not working properly

  • Check the company’s web site. Look under “support”, “downloads” or “FAQ” for fixes. Often there will be a “service release” (or “patch”) available that will fix your problem.

  • Try uninstalling and reinstalling the application:

    • Make sure you have the original installation CD available. Uninstall the application:

      • Insert the application CD and select Uninstall (if it is one of the options), otherwise,

      • In the Start menu, find the application’s submenu and select Uninstall (if it is there), otherwise, Choose Start – Settings – Control Panel – Add/Remove Programs. Select the application from the list box and click the Add/Remove button.

    • Reinstall the application from the CD.

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If a device is not working properly

  • Check the manufacturer’s web site. Look under “support”, “downloads” or “FAQ” for fixes. Often there will be a new driver available for your version of Windows. Download it and follow the manufacturer’s installation instructions.

  • Check for conflicts and other hardware incompatibilities:

    • Right-click on My Computer and select Properties from the drop-down menu to display the System Properties window.

    • Select the Device Manager tab and look for devices that have a “!” symbol next to their icon. These are devices that windows thinks are not working properly. This may be due to conflicts with other devices or other malfunctions. To see details about a device, select the device from the list and double-click. (You may have to expand some list items by clicking “+”.) Depending on the device, you will see helpful information about it and its drivers. This can help in isolating your problem. Not all hardware will appear in the list. Printers, for example, will not. However, the port to which is connected (usually LPT or USB) will be listed.

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If you have questions about using an application or device

  • Try the application’s “Help” menu item. Look in the “Index” or use “Search” to find out about your specific issue.

  • Refer to the manual.

  • Search the company’s web site. There is usually a FAQ (frequently asked questions) section that may help.

Comments on this page are welcomed.MillerRW@ieee.org

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This page was last updated on 11/11/2006