troubleshoot-pdf

Troubleshooting OS & Hardware

This document contains the following sections: Troubleshooting: Hardware Issues Troubleshooting: Operating System Issues

For information related to this topic refer to: Symantec/Norton AntiVirus (http://www.cmu.edu/computing/doc/software/virus-windows/index.html) Security: Document Index (http://www.cmu.edu/computing/doc/security/index.html) (http://www.cmu.edu/computing/doc/security/general/index.html) Information Security Office (http://www.cmu.edu/computing/index.html)

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Troubleshooting Hardware Issues

If you are experiencing difficulty with your computer hardware, the following solutions may be of help to you. Laptop won't power on Computer won't power off Liquid was spilled on the laptop Finding serial numbers and warranty information

If you continue to experience issues after trying the suggested solutions, you may need to consult with: Computer Sales (http://www.cmu.edu/stores/computer/ComputerRepair/) in the University Store, repair@andrew.cmu.edu (mailto:repair@andrew.cmu.edu) , 412-268-2636 your preferred computer repair facility

Laptop wont power on

PC: Try to power on with the AC adapter connected. Disconnect the AC adapter and try to power on with the battery. Charge the battery Try a different battery and/or AC adapter If your laptop still will not power on: 1. Remove the power cord and battery. 2. Push and hold the power button for at least 15 seconds. 3. Plug the power cord in and turn your computer on. Note: leave the battery out. o If successful, shut the computer down, install the battery and reboot. o If not successful, try these steps using the battery and not the power cord in step 3, or try it using both the power cord as well as the battery.

MAC: Try to power on with the AC adapter connected. Disconnect the AC adapter and try to power on with the battery. Charge the battery Try a different battery and/or AC adapter If your laptop still will not power on, instructions can be found on the Apple website for: o Resetting your system management controller (SMC) http://support.apple.com/kb/HT1411 (http://support.apple.com/kb/HT1411) o Resetting your random access memory (PRAM/NVRAM) http://support.apple.com/kb/HT1379 (http://support.apple.com/kb/HT1379)
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Computer wont power off

Press and hold the power button for 5-15 seconds. Macs will automatically reboot, and PCs will shut down.

Liquid was spilled on the laptop

1. 2. 3. 4. Turn your computer off immediately. Remove the battery and unplug the power cord. Using an absorbent cloth or paper towel, soak up as much of the liquid as possible. Allow the computer to air dry for at least two days before attempting to turn it on. Note: If any liquid is visible on the surface, or when the laptop is turned in various directions, do NOT turn your computer on. Soak up any liquid that you can reach and allow the laptop to dry for two additional days.

Additional possible solutions can be found by visiting http://www.pc.com/learn/everydayuse/staysafeandsecure/saving-laptop-after-spill (http://www.pc.com/learn/everydayuse/staysafeandsecure/saving-laptop-after-spill)

Finding serial numbers and warranty information

The location of serial numbers and warranty information varies greatly, therefore, consulting the vendor website would provide the best computer specific information. Here are links to warranty information for a few vendors: Dell (http://www.dell.com) IBM/Lenovo (http://www.ibm.com) HP (http://www.hp.com) Apple (http://www.apple.com) ACER (http://www.acer.com) ASUS (http://www.asus.com)

Last Updated: 11/5/10

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Troubleshooting Operating System Issues

If you are experiencing difficulty with your operating system or software, the following solutions may be of help to you. Slow Operating System, Start-up Errors and Freezing Machines Unable to Connect to the Wireless Network Operating System will not Start If you continue to experience issues after trying the suggested solutions, you may need to consult with: Computer Sales (http://www.cmu.edu/stores/computer/ComputerRepair/) in the University Store, repair@andrew.cmu.edu (mailto:repair@andrew.cmu.edu) , 412-268-2636 your preferred computer repair facility

Slow Operating System, Start-up Errors and Freezing Machines

If you are experiencing a slower than usual machine, receive frequent start up errors, or machines that freeze, visit the documentation section and walk through the steps to clean your machine (http://www.cmu.edu/computing/doc/security/clean-win/index.html) and install antivirus protection (http://www.cmu.edu/computing/software/all/symantec/index.html) . If your machine continues to have issues, some possible solutions are located below. Mac: Use Disk Utility or fsck. More information about using Disk Utility and fsck can be found on Apples website (http://support.apple.com/kb/TS1417) . PC: Run ChkDsk A Microsoft TechNet article detailing ChkDsk is available. The section that would be the most helpful is The Chkdsk Process on NTFS Volumes (http://technet.microsoft.com/en-us/library/bb457122.aspx#EHAA) section.

Unable to Connect to the Wireless Network

Verify that you have configured your computer for the campus network properly by walking through the Connecting to the Campus Network (http://www.cmu.edu/computing/doc/network/connect/index.html) documentation. If you continue to have difficulties connecting to the wireless network, update your wireless driver for your computer from your machine manufacturer (Windows), or by running Software Update (Macintosh). If you have consulted this document and are still unable to connect to the wireless network, please contact the Computing Services Help Center (http://www.cmu.edu/computing/repair/help-center.html) at advisor@andrew.cmu.edu (mailto:advisor@andrew.cmu.edu) or 412-268-HELP (4357), or for additional help.

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Operating System will not Start

In the case of your operating system not starting when you boot your machine, the following site may provide some tips: Windows: consult "Computer First Aid Using Knoppix" at http://www.shockfamily.net/cedric/knoppix/ (http://www.shockfamily.net/cedric/knoppix/) Macintosh: consult the "Apple Firewire Target Disk Mode" document at http://support.apple.com/kb/HT1661 (http://support.apple.com/kb/HT1661) Last Updated: 09/09/09

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