FAQs and Simple Trouble Shooting (2)

8/11/2019 FAQs and Simple Trouble Shooting (2)

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Information Management ServiceDepartment of Public Works & Highways

FREQUENTLY

SKED

QUESTIONS


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I T-e n a b l e d D P W H

Information Management

S e r v i c e

Outline:

What is a Password?

Confidentiality

Password Construction

Logging Off Your Computer Changing your Password

What If I Think Someone Has Discovered or Used My

Password?

Vacation or Extended Leave

Cannot log on to network

Internet and E-Mail Usage Guidelines

Computer Shows No Sign of Power


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S e r v i c e

The computer is on, but the keyboard doesnt work

Computer freezes or hang-up

No sound comes out from the computer

Nothing appears on screen Pressing Alt + F4

The Blue Screen has appeared.

Moderate cleaning (quick and easy)

The mouse doesn't work When to clean your mouse

How an optical mouse works

Outline:


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S e r v i c e

Outline:

How a mechanical mouse (ball mouse) works

How to clean an optical mouse

How to clean a ball mouse (mechanical mouse)

Printer has no power Printer Solutions

Find how much space is left on your hard drive

Find out how much RAM is left on your hard drive

How to tell how big a file or folder is How does a flash drive work

Error Messages - Write them down.


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S e r v i c e

Outline:

Telephone Tips

Telephone directory assistance

Forwarding/Cancellation of Call Forwarding

Removing callback request Group Pick-Up


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S e r v i c e

What is a Password?

Your computer password is your personal key to a

computer system. Passwords help to ensure that only

authorized individuals access computer systems.

Passwords also help to determine accountability for all

transactions and other changes made to system resources,including data.


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Information ManagementS e r v i c e

Confidentiality

Never share your passwordwith anyone





Passwords must contain a minimum of 8 characters and a

combination of alpha and numeric characters. Special

characters such as &,%etc. may also be included.

Passwords should not be trivial, predictable or obvious.

Obvious passwords include names of persons, pets,

relatives, your Logon ID, your birth date, car license

plate, and so on.

Predictable passwords include days of the week,

months, or a new password that has only one or two

character different from the previous one.

Trivial passwords include common words like 'secret',

'password', etc.





Your password should not be the same as your Login Id

or an anagram of your Login Id

A good password is relatively easy to remember but hard

for somebody else to guess.

Never write down your password or stick it on your

computer monitor.




Logging Off Your Computer

Log off when you are finished using your computer, or if

you are stepping away from your desk, even for a short

while.

If you are going to be away for only a few minutes, you

may put a password on your screen saver so that you do

not have to close down all your applications.




Changing your Password

You will be forced by the system to change your

password on a regular basis. This helps to increase

protection of the Departments information resources.

Every forty-two (42) days, when you log on, you will be

asked to specify a new password.

You should also change your password if you think that

someone else may have discovered it


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Vacation or Extended Leave

If you are going to be away from the office for an extended

period (e.g. vacation or maternity leave), please send an e-

mail to DPWHNetworkSecurity to get your Logon ID

temporarily suspended. Your Logon ID will be reactivated

when you return.




Do you have an account in the Network?

End-user must apply for a network account by filling out

the form MIS-2001-01-15 or the Telephone line, Intranetand Internet Request Form and submit it to the IT Help

Desk Section.






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1stIncident

Is the Username and/or Password correct?

Make sure you have the correct log-in name and

password Re-enter Username (lowercase)

Surname+ first name initial

+ middle name initial

Re-enter PasswordMake sure the CAPS

Lock is turned off





2ndIncident

Check the physical connection

Check blinking light at the back

Trace network cable at the back panel of computer(orange/gray color)

Press & hold the connector to unplug cable

Reinsert cable

Restart PC Login & test





3rdIncident

Request for your Password Reset





Scope

These policies cover Internet and e-mail services located

on any workstations and servers under the jurisdiction

and/or ownership of the Department. They apply to

computers attached to the DPWH Communications

Network as well as stand-alone workstations with dial-up

modems.





Privacy

Users should have no expectation of privacy while using

Department-owned or Department-leased equipment.

Information passing through or stored on the Department

equipment can and will be monitored. The Department

maintains the right to monitor and review Internet use

and E-mail Communications sent or received by users

as necessary.

Perm itted Uses

The Internet connection and E-Mail system of the

Department is for official use only.





Accounts and Mai lboxes

Whenever a new User is granted access to the network,

he is automatically granted access to internal email

services (i.e. can send and receive e-mail within DPWH).

Users may request, and be granted upon approval of

their Director and the Director of IMS, external email

services (i.e. can also send and receive e-mail outside

DPWH).

Any User account or Mailbox may be disabled by the

DPWH Network Administrator upon approval by the

Director of IMS(see also Violations).





Mailbox Quotas

On the DPWH servers for internal mail, there are size limits

for User mailboxes. If there is not enough room for an

incoming e-mail to a User mailbox on the server, the incoming

mail message will be rejected. Normally, if this situation arises, the sender of the e-mail will

be aware of what has happened, and may try to send the

e-mail again or contact the user by alternative means such as

telephone, fax etc.

Therefore it is in the usersbest interest to log onto his e-mail

and download mail. MS Outlook (the Departments e-mail

client) can be configured to start automatically on start up of

the computer. See the IT Help Desk Website for details.





Mailbox Storage Quota by Type of User

Type of User Mailbox Size Quota (Mb)

Executive Committee unlimited

Directors unlimitedNetwork/Systems

Administrators

10 Mb

All Other Individual

Users

10 Mb

System Mailboxes To be agreed on a case-by-case

basis between Mail Server

Administrator and Systems

Administrator


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Mail Attachments

Users may send and receive E-mail Attachments that do

not exceed 10 MB in size, provided that all attachments

are scanned before they are opened by theDepartmentschosen anti-virus software.


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Basic Computer Care


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Shutdown your PC and remove the main

plug.

Unplug the keyboard (remember which

socket).

Hold it upside down to release any debris

from in between the keys (pressing thekeys is a good way to release it).


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Use a can of compressed air to blow any

debris from around and under the keys.

You may also use the hose of a vacuum

cleaner to remove it.

Take a cotton bud and put a couple of

drops of the cleaning fluid on it. Use the

cotton bud to clean the sides of the keys.


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Clean the sides of the keys with lint free

cloth and dampen it with your cleaning

fluid (don't put the liquid directly on the

keyboard), give the surface of the

keyboard a good wipe over using the cloth

to trace the contours of the keys.

Give the keyboard a wipe over with a dry

cloth/duster. You should now have a nice,clean keyboard.


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The mouse doesn't work

Check to make sure the mouse is still properly connected to

the computer. If the mouse has been disconnected, you may

have to reboot your computer.


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When to clean your mouse

When an optical mouse needs cleaning, the mouse

pointer's movement will be sporadic; it may also jump

across the screen for no reason.

When a mechanical mouse (ball mouse) needs cleaning,you will notice the mouse pointer sticking in one position

while you are moving it.

To clean a mouse is fairly straightforward; it only takes 10minutes for a ball mouse, and even less time to clean an

optical mouse.

H h i l (b ll )


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How a mechanical mouse (ball mouse)

works

As you move the mouse on a flat surface, the ball inside

turns a set of 3 rollers. Each roller is set at a different angle

to its counterparts, as the rollers are turned, signals are

sent to the computer. The computer then interprets thesesignals into the movement of the mouse pointer on your

screen.

H t l b ll ( h i l


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How to clean a ball mouse (mechanical

mouse)

First, turn off your computer (unless you have a USBmouse) and then unplug your mouse. Get to hand a soft

tissue, along with some suitable cleaning fluid (window

cleaner is fine).

Notice the removable cover on the bottom of the mouse,

see fig 2.1 below.

H t l b ll ( h i l


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mouse)

Turn the mouse cover counter-clockwise to release theball (see fig 2.2 below), remove the cover and take the

ball out (see fig 2.3 below).

H t l b ll ( h i l


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mouse)

Use a soft tissue to clean the mouse ball, be sure toremove all dust/hair/debris.

Next, notice the 3 rollers within the mouse casing

(fig 2.4), these are what we need to clean next.


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How an optical mouse works

An optical mouse uses light to track the

movement of the mouse. An LED (Light

Emitting Diode) produces light which reflects

back into a light sensor (Photodiode). The

differences in the surface below the mouse lensare scanned, as the mouse moves, the surface

changes, the direction is calculated and the

movement is simulated by the mouse pointer.

If any foreign object, such as a hair or piece of

dust, were to disturb the communication of light

between the LED and the sensor, it would

result in very unexpected behavior!


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The first step is to unplug your mouse.

Optical mice usually connect to the computer via the

USB port; if you have a USB mouse then you can

remove it without switching off the computer. If, however, your mouse connects using a different

connector, then you should switch your computer off first.

Once unplugged, look at the bottom of the mouse to

locate the area where the LED and the lens are located.


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Dampen the end of a cotton bud with a few drops ofsuitable cleaning fluid; never put fluid directly onto the

mouse.

Take a damped cotton bud and gently wipe the area to

remove any dust or residue, be very careful not to putany pressure on the LED or lens, and also, ensure that

noexcess fluid gets squeezed out of the cotton bud into

the mouse. You may find turning the cotton bud between

your fingers can be effective. Once done, use a dry

cotton bud to gently wipe over the area to ensure it is

dry. Place the mouse, right way up, and allow 2 minutes

before you plug it back in.


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How to keep youre-mail inbox clean


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Telephone Handling


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Telephone directory assistance

To obtain directory information, you may use one of the following

methods:

Online Phone Directory for telephone numbers and

locations of personnel at the DPWH who are already

connected to the Communication Network just click on theonline phone directory at the DPWH Intranet Homepage.

Printed Directories the telephone directory can be in

electronic form or printed in hard copies for immediate

reference. You can download the telephone directory in excel

form in our intranet.

Directory Assistance Operatorif you are unable to locate

the desired information using one of the above methods or if

you do not have access to a computer, then you may ask the

Directory Assistance Operator by dialing 0.

Forwarding/Cancellation of Call


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Forwarding

Immediate Forwarding (Variable)Your calls will be diverted to the station selected Press *60 Dial Station Required Hang Up



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Forwarding

Forwarding When Busy or no AnswerForward your call when engaged or unattended Dial *63 Dial Station Required Hang Up



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Forwarding

Cancellation of Call Forwarding from Own Station Press *64 Wait for recorded you may hang up Hang Up


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Removing callback request

1stIncident Press *45

2ndIncident

Press *49

Follow voice prompt

a. Enter personal code: 0000

b. Press plunger/ hang up

c. Dial your extension no. (5-digit)d. Prompt: Programming accepted

e. Press down plunger to reset

f. Pick-up handset to refresh


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Group Pick-Up

Random pick-up of incoming calls from another station

within your group/department

Press * 73 or the pound sign(#) to pick up call from

the ringing station belong to your department or

group.

You may pick up ringing station does not belong to

your group of department by Direct Call Pick-Up

Dialing *72 plus keying the number of the ringing

station.


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Basic ComputerTroubleshooting


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Make sure you've turned on every power switch and

power button on your computer:

Power button/switch on the front of the computer

Power switch on the back of the computer

Power switch on the power strip, surge protector,

or UPS (if you have one)


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1. Verify that the power supply voltage switch is set

correctly. If the input voltage for the power supply

does not match the correct setting for your country,

your computer may not power on at all.2. Check for disconnected computer power cable

connections. A loose or unplugged power cable is one

of the top reasons why a computer doesn't turn on.


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3. Perform a "lamp test" to verify power is being

provided from the wall. Your computer isn't going to

turn on if it's not getting power so you need to make

sure that the power source is working properly.

4. Test your power supply. At this point in your

troubleshooting, it's very likely that the power supply

unit in your computer is no longer working and should

be replaced. You should however test it just to besure. There's no reason to replace a working piece of

hardware when testing it is fairly easy.

The computer is on but the keyboard


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The computer is on, but the keyboard

doesnt work

1. Unplug the keyboard. Swap the keyboard or try

plugging the keyboard into another computer. If it

doesn't work on the other computer, there is likely

something wrong with the keyboard. If it does workon the other computer, there is likely something

wrong on the computer or the connection to the

computer.

The computer is on but the keyboard


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The computer is on, but the keyboard

doesnt work

2. Press Ctrl + Alt + Del (all three keys at the same

time) to bring up the Task List. Select any program

that says "Not responding" and click the End Task

button. Repeat until all tasks are ended. Check

periodically to see if the keyboard/mouse will work.

3. Check to make sure the keyboard/mouse is still

properly connected to the computer. If the keyboard

has been disconnected, you may have to reboot your

computer.4. If all else fails, then turn the power off. Wait a

couple of minutes before turning the computer

back on.


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Computer freezes or hang-up

Everything on the screen is frozen,and the

keyboard and mouse are not responding.

Try tapping on the Num Lock key. Its located on

the right-hand side of the keyboard above the

number 7. While tapping the Num Lock key, notice

whether or not the Num Lock light goes on and off.

If it doesnt, the computer is completely locked up.

Youll have to REBOOT the computer. If the light

does go off and on, wait a minute before giving up

hope. It may come back to life on its own.
http://www.ccsd.k12.ny.us/tech/troubleshooting.htmhttp://www.ccsd.k12.ny.us/tech/troubleshooting.htm


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Nothing appears on screen

Your computers power management function

automatically blanks the screen to save power. Just

press any key to turn the display back on.

If pressing a key does not work, check the following:

CPU is power on

Monitor properly connected and power on

Check or adjust the control panel

of the monitor


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Pressing Alt + F4

If a software program stops working or freezes up, try

pressing the ALT+F4 keys to close the window that

youre currently working in. This can shut down a

frozen window and bring the computer back to life. If

the keyboard is frozen as well, youllhave to reboot.


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The Blue Screen has appeared.

The dreaded BlueScreen of Death. Theresnot a

lot to be done except to reboot the machine. If it

keeps occurring, this is an indication of a major

problem with the computer.


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Printer has no power

Printer does not have power indicator

Cables not connected properly

Printer error (orange or blinking light)

No paper or paper jam


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Printer Solutions

Is your printer machine turned on?

Is the printer cable properly plugged on?

Any error lights flashing?Check the error display on the fax

for jams, paper, toner, etc.

Is your printers set to work offline? Open your Start menu,

go up to settings, then over to printers. Click once on your

printer, select Filein the top left corner and verify that work

offlinedoes NOT have a check mark next to it.

Is your printer paused?-Open your Start menu, go up to

settings , then over to printers. Double click on your printer,

select File in the top left corner and verify that pause

printingdoes NOT have a check mark next to it

Find how much space is left on your


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Find how much space is left on your

hard drive

Having speed problems because they are out of harddisk space.

1. Click on the Windows start button. Find MyComputer and click on it.

2. Find the C: drive and right click on it. ChooseProperties from the menu.

3. The free space will show as the pink part of the

circle.

Find out how much RAM is left on your


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I T-e n a b l e d D P W H Information ManagementS e r v i c e

Find out how much RAM is left on your

hard drive

1. Click on the Windows start button. Find My

Computer and right click on it.

2. Choose Properties from the menu.

3. On the System dialog box, look on the bottom right

hand corner of the General tab.


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How to tell how big a file or folder is

Right click on the file or folder and click on

Properties. On the Properties dialog box, in the

middle of the General tab, it will show the size.


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How does a flash drive work

A flash drive is a small device that can be used as a filestorage place.

It plugs into the USB ports on your computer and once

loaded, it sets itself up as another drive letter (usually E:

or F:).

You can copy files to and from it just like any other drive.

You can use your flash drive for all sorts of computer

tasks: copying files to take to another computer, backing

up your data, storing computer questions, etc.

It's basically a portable storage method like a CD or afloppy disk, but much better.


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Error Messages - Write them down.

1. Be sure to write it down it may describe the problemand how serious it is. Be sure to document the exact

wording of any error messages.

2. Other times you get no warning everything just

freezes. Be sure to note what was going on when the

problem occurred.


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Thank You

FAQs and Simple Trouble Shooting (2)

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