ABE / SPOKES Technology Troubleshooting Guide
June 2012
Prepared by Zachary Harvey RESA 6 Computer Technician
Troubleshooting: A Logical Process
The process of Troubleshooting is one of logical deduction. It is the science of Observation,
Hypothesis, Experimentation, Observation, and Evaluation. Notice that the skill of Observation is used twice throughout the process, as we observe the situation as it is in order to isolate the issue, attempt the “solution”, observe the change, if any, and evaluate the situation to verify if the issue has been corrected or if the issue remains unchanged. This guide follows the above process while keeping true to the philosophy of KISS (Keep It Simple) and “One Change At A Time”.
Equipment
Desktop/Laptop PC Page 3
Printers Page 6
iPad Page 8
Interactive White Boards Page 10
LCD Projectors Page 11
Document Camera Page 12
Kindle and Nook Reading Devices Page 13 Mobi Learning System Page 14
Desktop PC Troubleshooting Instructions
Troubleshooting a Desktop PC Issue: PC will not turn on 1. Unplug the power cable from the power socket.
1. Count slowly from One to Five.
2. Plug the power cable back in. Press the PCs Power Button. 3. Does the PC now work?
2. Remove the power cable from the PC side. 1. Count slowly from One to Five.
2. Plug the power back into the PC's Power Supply. 3. Does the PC now work?
3. Check to see if the outlet has power. On the back of the PC where the power cable connects there should be an LED light. If power is present the LED will glow Green.
4. If the PC is a laptop or netbook:
1. Disconnect the power from the PC and remove the battery. 2. Count slowly from One to Five.
3. Replace the battery and replace the power. 4. Power up the machine.
5. If the PC continues to remain unresponsive, call RESA.
2. Locate the Network cable that connects the PC to the Network. This cable will have plug that looks like a wide telephone plug and will run from the PC to the wall, either into a wall jack or through a drop from the ceiling.
3. Disconnect the PC side of the wire.
4. Count slowly from One to Five, and replace the cable.
5. Open the web browser and navigate to Google.com, yahoo.com, or Microsoft.com. 6. Is the PC back on the network?
2. Wall Connection
1. Remove the network cable from the wall jack, if possible. 2. Count slowly from One to Five.
3. Replace the cable back into the socket.
4. Check the back of the PC for Network connectivity and activity lights, these are located where the network cable plugs in and should be illuminated green and/or amber. One light should be steady and the other one should blink on and off.
5. Go to the PC, open a web-browser, and navigate to google.com, yahoo.com, or Microsoft.com.
3. If this has not resolved the issue then contact RESA.
Troubleshooting a Desktop PC Issue: PC unable to reach Internet (Wireless) 1. Wireless PC Network Connection
1. Restart the Computer. 2. Log into the computer.
to occur.
4. Check the Wireless network connection in the lower right-hand corner of the screen. It is located near the system clock and may look like stair-stepping bars or a network connection with arcs off to the side. Placing the mouse over the icon should bring up a “tooltip” that will refer to your Wireless Network.
5. This icon, once clicked should have the name of your network listed, (i.e. SPOKES) and a signal strength reference that should look like five stair-stepping bars.
6. If a button is listed “Connect” then the machine is not connected to that network. Click on Connect to establish a network connection. Enter the password (if known) in the
notification window. If unknown then cal RESA.
7. If the SPOKES connection is listed, connected, and has bars, yet still cannot connect to the Internet, Disconnect from the network.
8. Count slowly from One to Five.
9. Press “connect” and enter the network password (if known). 10. If this issue persists, call RESA
Troubleshooting Printer Issues
The following troubleshooting steps refer to Network Printers, however, the same troubleshooting steps apply to locally installed printers, minus the network instructions. As there are an infinite number of issues that can occur with printers, this guide will address the most common and unobtrusive fixes. Printer Issues: Printer Messages
1. Printer Error Messages
1. Write down the error and error code for later reference.
2. Typically most printer error messages refer to “Out of Paper” or “Paper Jam” issues. 3. If the error is in reference to “Out of Paper” and there is paper present.
1. Remove the paper tray from the printer. 2. remove the paper from the tray.
3. Straighten the paper so that it forms one large neat block of paper. 4. Replace the paper in the tray.
5. Replace the printer tray into the printer. 6. Power the Printer Off.
7. Count slowly from One to Five. 8. Turn the Printer On.
9. If the issue persists, please call RESA 4. If the error is in reference to a Paper Jam.
1. Remove the paper tray from the printer.
2. Check inside for any loose or hanging paper and slowly pull the paper out if present. 3. Replace the Paper Tray.
5. Remove the Toner Cartridge.
6. Check inside for any loose or hanging paper and slowly pull the paper out, if present. 7. Replace the Toner Cartridge.
8. If the printer has a back panel, open up the back panel.
9. Check inside for any loose or hanging paper and slowly pull the paper out, if present. 10. Replace the back panel.
11. Power off the printer.
12. Count slowly from One to Five. 13. Power On the Printer.
Troubleshooting the iPad
The iPad was designed to be a simple and powerful computing device. For this reason there are very few Troubleshooting areas to concentrate on. The iPad will have three major areas of concentration; Operating System hangups, power issues, and network connectivity.
Troubleshooting the iPad: Slow or frozen tablet
1. If the iPad does not respond or is extremely slow to respond then perform the following actions: 1. Find the lock switch, located in the upper right-hand corner of the device.
2. Press and hold this button down for five seconds. The message “swipe to power off” will appear above a red slider.
3. Slide the button over to turn off the iPad.
2. If the iPad continues to run slow after boot, or the above steps did not work. 1. Find the Home Button, located at the center bottom of the iPad.
2. find the Lock Switch, located at the upper right-hand corner of the iPad. 3. Press and hold both buttons simultaneously until the iPad restarts. 4. If the iPad continues to operate sluggishly or unstable, call RESA.
Troubleshooting the iPad: Power Issues 1. If the iPad will not turn on
1. Locate the Lock Button on the upper right-hand corner of the iPad.
2. Press and Hold the button down until the Apple symbol appears in the center of the screen. 3. If the screen then displays an image of a red battery, then the unit needs recharging.
1. Plug it in.
4. If the screen then displays an image of a USB cable (a rectangular cable) call RESA.
Troubleshooting the iPad: Network Connectivity 1. If the network is unavailable
1. Find and press the “Settings” icon.
2. Locate “Wi-Fi” and note the connection status. If the iPad is connected to a network, the network name will be listed, else “Not Connected” will appear.
3. Press on “Wi-Fi”.
4. Locate the network under “Chose a Network...”
5. Press the arrow to the right of your network name, if it appears in the list. The “IP Address” field should be populated if the device is connected to the network.
6. If no connection is established, then a dialogue box should appear and ask for your wireless password. Enter it and press “Join”.
Interactive White Boards Troubleshooting Interactive White Boards
1. If the White Board is not working properly locate the USB connector attached to the PC. 1. Disconnect the USB connection.
2. Count slowly from One to Five. 3. Reconnect the USB connection.
2. If the White Board continues to remain inoperable 1. Locate the USB connection on the White Board. 2. Disconnect the USB Connection.
3. Count slowly from One to Five. 4. Reconnect the USB connection.
LCD Projectors Troubleshooting LCD Projectors: Projector Will Not Power On
1. If the Projector will not power on with the remote it could be a battery issue in the remote 1. Move closer to the Projector and attempt to power it on with the remote. If this works, then
change the batteries in the remote.
2. Press the Power button on the projector. If this works then change the batteries in the remote.
Document Camera Troubleshooting a Document Camera: Camera does not work
1. If the Document Camera is not working properly locate the USB connector attached to the PC 1. Disconnect the USB connection.
2. Count slowly from One to Five. 3. Reconnect the USB connection.
2. If the Document Camera continues to remain inoperable
1. Locate the Square USB connection on the Document Camera. 2. Disconnect the USB Connection.
3. Count slowly from One to Five. 4. Reconnect the USB connection.
Kindle/Nook Reading devices Kindle: Restart the Device
1. Locate the Power Switch.
1. Slide and HOLD the power switch for 20 seconds. 2. After the 20 seconds, release the button.
3. Wait for the Kindle to restart.
2. If device is still not working, call RESA.
Nook: Restart the device 1. Power Off the device
1. Press and hold the power button for about 5 seconds.
2. A dialog box appears, confirming if you want to power off Nook. 3. Tap the Power Off button on the touch screen.
1. Power On the device
1. Press and hold the power button for 2 seconds. 2. If device is still not working, call RESA.
Mobi Learning System Mobi Learning System: Restart Unit
1. Locate the Power Button on the device.
1. Press and Hold the Power Button until device turns off. 2. Count slowly from One to Five.
3. Press and Hold the Power Button until device turns back on. 2. If the issue continues, call RESA.
General Educational Technology Information
Created by Julie Hagan
Technology Integration Specialist (TIS) RESA V
Windows 7
(Current Microsoft/PC operating system, basic computer skills
and troubleshooting)
Google Calendar
(Online, interactive calendar by Google – used frequently
by instructors to coordinate schedules and events)
(Search engine, Google Chrome, Google Maps, Google Calendar,
Google Docs, Google Earth, Google Talk, Google Voice, Google Wallet,
Google +, Gmail, Translate, YouTube, Google Sites and much more)
Internet Explorer
(Microsoft browser)
MS Word
(Microsoft word processing program, used for resume packets,
basic skills required for Technology Skills Checklist and associated
certificates, 2010 is current version )
MS Excel
(Microsoft spreadsheet program, basic skills required for
Technology Skills Checklist and associated certificates, 2010 is current
version)
MS PowerPoint
(Microsoft presentation software, used for various class and
teamwork projects, 2010 is current version)
Google Docs
(free Office alternative in the cloud)
MS Outlook
(Microsoft e-mail management software, used frequently for
communication and organization, 2010 is the current version)
Google Chrome
(Google browser)
Safari
(Mozilla browser)
Smart Board
(Interactive whiteboard by Smart Technologies, should be used
frequently in the classroom)
Responders
(Beyond Question student response system, set of remotes and
software used for interactive testing with the benefit of student anonymity and
automatic grading, should be used on a frequent basis in the classroom
Mobi
(Interactive whiteboard slate by E Instruction, useful knowledge, but
Roane County ABE/SPOKES does not have current access to this equipment
)
Document Camera
(Document camera – a camera that relays the image
under the lens to the computer for projection)
LED/DLP
Projector
(Should be used frequently in the classroom to project the
computer screen for various lessons, frequently used in conjunction with the
document camera, Smart Board, responders, etc.)
Scanner
(HP All-in-One scans and prints, used on regular basis, scans images
and PDFs to USB drives)
Digital Cameras
(Cameras that take still pictures and record video – usually
on a SD card, could be used for various classroom purposes)
iPad
(Apple tablet, class will have access to check out iPads from a lab, useful
for instructional and organizational purposes)
Basic Computer Skills
Ability to create folders
(Teach as a basic skill, assist students in
creating folders weekly, keep files organized through folders on teacher
computer)
Ability to find a document previously saved on computer
(Teach as a
basic skill, assist students in finding files, find files on teacher computer)
Ability to save a document to a USB drive
(Teach as a basic skill,
assist students in use of USB drives, store and retrieve files using USB
drive)
Ability to download programs
(Teach as a basic skill, download
needed software/programs on student and teacher computers)
Ability to perform program updates
(Update programs as needed on
student and teacher computers)
Ability to troubleshoot
(Teach as basic skill, able to solve very basic
problems)
Ability to change a file type
(Teach as a basic skill, change file types
-from .docx to .doc, etc.)
