Cornell University

Technology Services

146 Ives Hall, 607-255-5484

Basic Troubleshooting

There are several things that you should do before calling for assistance from ILR Technology Support. The following questions will help you decide what to do to help troubleshoot the problem and perhaps fix it yourself.

1. Are you having trouble logging in?
2. Are you having trouble turning on the device?
3. Is your keyboard or mouse not working?
4. Has your printer stopped working?
5. Is your computer behaving oddly for no apparent reason?
6. Are you having trouble getting e-mail?

Are you having trouble logging in?

Many passwords are case-sensitive including those for your NetID and Windows Active Directory account. Check to make sure the Caps Lock key is off. The Caps Lock key is located on left side of the keyboard just above the Shift key.

Are you having trouble turning on the device?

Make sure the power cords are firmly plugged into the device. It is relatively easy to kick a power cord loose from a CPU that sits on the floor. It is also easy to loosen the power cord from your monitor if you have moved it around on your desk.

Is your keyboard or mouse not working?

Make sure both the mouse and keyboard cords are firmly attached to the back of the CPU. As with power cords, it is relatively easy to kick or pull the mouse or keyboard cord loose.

Has your printer stopped working?

Try turning the printer off, wait 10-15 seconds and then turn it back on. Printers sometimes lose their connection to the server. Turning it off and back on again will re-establish the connection.

Is your computer behaving oddly for no apparent reason?

Turn it off, wait 10-15 seconds and then reboot your computer. Sometimes a computer will become hopelessly confused, feel a disturbance in "The Force", need to take a short break, etc. For whatever reason, it needs to be rebooted. This will correct many problems with no need for more in-depth interference from anyone.

Are you having trouble getting e-mail?

There could be a variety of reasons for this. First, be sure to report any error messages you receive. Second, check to make sure you have a network connection. To do so, try browsing web pages. If you can get to the web, you have a network connection.