Troubleshooting Tips
Computers | Copying | Opening Documents | OspreyCard | Passwords | Printing |
Computer errors can include both hardware and software poblems.
1) Hardware Problems might include:
sluggish or unresponsive mouse movement
unresponsive keyboard
incorrect or distorted display
hard drive failure
no network detected
no power to the monitor
no power to the computer
2) Software Problems might include:
Windows startup errors
Program errors which prevent a program from loading
Program erros within an already launched program
File saving errors
Printing errors
There are many different things that could go wrong with the computers in an environment as busy as the library. If you are unable to diagnose and correct a problem reported by a patron, make sure that you carefully take note of specific symptoms and report anything that you think might be useful to our technical staff for diagnosing and fixing the problem. If an error occurs within a particular program, be sure to report what program was having the problem, what workstation was being used, and any other specific details that might be helpful.
In general, report all hardware problems to our library technical support staff using the online email form.
| Workstation Problem Report Form | Email Library Technical Support |
If problems reported involve software errors, report those also using the email form. If software issues involve user training and you are unable to find a solution yourself, refer the library patron to the Reference Desk for further help or, if no Reference staff are available, ask the patron to contact Reference staff during our normal hours.
Dell Optiplex 745 error code reference
Copying problems usually involve paper misfeeds or paper jams.
Copier Help Documents -- The attached files are in PDF format and are reproduced from the owner's manual for the copier.
Loading Paper
Changing the Toner Cartridge
Clearing Paper Jams
Changing Paper Sizes
Passwords and Login Information
Logging in to Library Workstations -- Login to library workstations uses the UNF N number and network password. This is the same number and password combination used for other UNF systems such as myWings and Blackboard. If a student reports problems logging in, check to make sure that the numeric or caps locks are not activated on the keyboard. User names and passwords are "case sensitive," so the caps and numeric locks may interfere with correct entering of the login information.
If a UNF user cannot login using his or her N number and password combination, it may be necessary for the user to reset the password. To do this, the user will need to go to theInformation Technology Services (ITS) website to reset the password. This page is available at http://www.unf.edu/app/ess. The user can use the Social Security Number (SSS-SS-SSSS) as the Login ID, and date of birth (YYYY/MM/DD) as the Password. Once logged in with Social Security Number and date of birth, the user can view login information and reset the password as needed.
Guest Login to Library Workstations -- Library users who do not have N numbers may log in as a guest user and access library databases and electronic services. Guests use the same login:
Username: libguest
Password: library
Incomplete Login on Library Workstations -- Occasionally the login fails to finish and a library user will see only the Windows desktop with no icons and no taskbar. If this happens, press <CTRL><ALT><DEL>, just as you would to initiate the login, and choose the "Log Off" option. This will log out the user and bring the machine back to the login dialog. Log in again and everything should work fine.
Printing
Printing problems can vary from a printer being out of paper to a print job calling for a paper size that is not available in the printer to a printer needing a toner cartridge. Ricoh technicians are on duty during the daytime and early evening hours to keep supplies in the machines and remedy problems. Technicians should be paged for any errors that are not obvious and not easily remedied. ELAs are expected to add paper as necessary and to clear jams that might occur from paper misfeeds. Any complicated technical issues should be referred to Ricoh.
Paging Ricoh -- Paging is handled via a Web form. Page Ricoh Now.
Error Messages -- Error messages appear in the view panel at the top right front of the printer. Normally, this panel will display the caption "Ready" and show a green light. If a red light is showing in addition to the green light, the printer has an error. Read the message in the view panel to get an idea of what might be wrong.
Paper Out -- Ricoh copying staff check the printers periodically throughout the day and can actually "see" online if a printer is out of paper. They normally will take care of paper loading and any equipment problems that arise. If there are lines of people waiting to print and Ricoh is not available, ELAs can and should replenish paper in the printers as needed. At times when a Ricoh technician is not available, ELAs will be responsible for maintaining paper supplies in the printers.
There are two paper trays in each printer. One tray holds standard 8 ½ x 11" paper. The other holds 8 ½ x 14" paper. Paper is kept on a shelf under the printer on the Reference Desk side of the building and in a cabinet inside of the ELA station on the Research Commons side of the building.
Paper Jams -- Ricoh copying staff can monitor the printers for jams just as they can for paper supplies. If a printer jams and Ricoh staff are not available, check the message panel just above the printer lights for information on jam locations. Jams can occur anywhere in the paper path from the paper supply trays to the exit rollers.
If the paper misfeeds from the supply trays, there is probably not a jam. What usually causes the misfeed is the paper tray has been overfilled. Removing some of the paper will correct the problem and the paper should not continue to misfeed.
If the paper does jam somewhere in the paper path during the process of printing, look at the status panel for a message about where the paper has jammed and open the indicated area to remove the paper. The front panel opens to expose the toner cartridge and a portion of the paper path. The right side panel open for access to paper path rollers. The roller panel where the copy exits also opens. If you are unable to locate the source of the problem and Ricoh technicians are not available, close all the access doors on the printer and place it out of order until Ricoh can service the machine.
Printer Help Documents -- The attached files are in PDF format and are reproduced from the owner's manual for the printer.
Changing the Toner Cartridge
Loading Paper
Clearing Paper Jams
OspreyCard Problems
Problems with the Osprey Card usually have something to do with either formatting errors or damage to the card. Bent or warped cards most likely will not work in the card readers. Damage to the magnetic stripes on the back of the card also will likely cause a card to misread or not read at all.
If a card problem is reported, check first for visible damage to the card. If the card does not appear damaged, accompany the patron to the card reader and try inserting the card yourself. Occasionally a patron will insert the card upside down or backwards, in which case the card will not read. The card should be inserted face up with the patron's picture away from the card reader. If the card still fails to read, the patron should be referred to the OspreyCard Office to have the situation remedied.
OspreyCard Office location: Building 1, Room 1600.
OspreyCard Office phone: 620-4000
More information on OspreyCard services is available online at http://capricorn.anf.unf.edu/Osprey/ospreycd.htm.
PowerPoint Slide Shows -- Printing from Blackboard. PowerPoint slide shows can be printed in numerous formats. If a PowerPoint is opened from Blackboard using Internet Explorer, it may open full screen or within Internet Explorer without options for saving or printing. To get around this, instead of clicking the link in Blackboard, right-click the link and choose to save the PowerPoint either to the Desktop or to another drive location. Once the file is saved, open PowerPoint, choose the File > Open option, and look for the saved file. Click to open and the slide show opens with all printing options available.
Word 2007 and Works Documents. One of the most frequently reported problems is opening Microsoft Word or Works documents on the library's workstations. The library's workstations currently run MS Office 2003. The current version of Office is 2007. The library has installed converters for both MS Works and for Office 2007, so these documents will open on our machines. Here's how to go about it:
1) Open Microsoft Word
2) Click File, then Open File
3) Use the File open dialog box to scan the computer for the file to be opened. By default, Word only looks for Word files (doc). You will need to change the "Files of type" pull-down option to "All Files (*.*)."
4) Highlight the name of the file to be opened and click the Open button.
Word will now convert the file and open it as a Word 2003 document.
