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Human Resources @ Hood College

Common Problems

**Reboot your computer and try again before continuing.**

When contacting End User Computing (EUC), be sure to include your name, room number, phone extension, any error messages and times you can be contacted.


I can't logon

1. What system (domain) are you trying to log on to?
  Make sure the correct system (domain) is showing in the 'Log on to' box:
  • Students should be logging onto "Pergola"
  • Faculty and Staff should be logging onto "Hood".
2. Does the logon screen contain your username?
  If the username is not yours, try to log in using your username and password.
3. Are you typing the correct password?
  Passwords are case sensitive. Make sure the CAPS LOCK is set correctly.
4. Are you being prompted for a new password?
  Type your old password in the "Old Password" box, then type your new password in each of the next two boxes. Click "OK". Passwords must be at least 8 characters long.
5. Are you getting an error message?
  Copy the error message and contact EUC.

I can't get into Blackboard.

  		•  As of August 17, 2009 all Blackboard users will be required to use their Hood/Pergola Network account password to login to the Blackboard system. Your user name will remain the same, but your previously used internal Blackboard password may not work.
  		• User is trying to use their pre-existing internal Blackboard password which is different from their current Hood/Pergola Network password.
  		• User has not used their Hood/Pergola Network account recently/ever and do not remember/know their Network password.
  		• Users account is locked and will require a reset by End User Computing. Please contact End User Computing at 301-696-3622, option #3 or euc@hood.edu to request assistance.

    I can't print.

    1. Is there a message in the printer's message "window"?
     
  		• If the message is Offline, press the 'Go' button or the 'Online' button.
  		• If the message is Out of Paper, it needs to be reloaded.
  		• If the message is Paper Jam, refer to the Paper Jam FAQ section.
  		• If the message is Low Toner, it needs to be refilled.
  		• If the message is a request for Service or mentions Hardware Failure - contact EUC. Be sure to include the message.
    2. Is there a message on your computer about the printer?
     
  		• Copy the message exactly as it appears and contact EUC.
    3. Does the printer have power?
     
  		• Check the power cable. Is it plugged into both the printer and power strip (or outlet)?
  		• If using a power strip, does the power strip have power?
  		• If the printer still will not power on, contact EUC.
    4. Is the printer a network printer that you share with others?
     
  		• Can anyone else print to the printer? If no one can print, try turning the printer off and leaving it off for a minute. Turn the printer back on. If you still can't print, contact EUC.
  		• If others can print, try accessing your P drive. If you cannot open your P drive, you are not connected to the network. Try rebooting your computer and be sure to write down any messages (verbatim) you may receive. If you still can't print, contact EUC.
    5. Is this a local printer attached to your computer?
     
  		• Check the printer cable connections. They should be securely attached to your computer and to the printer. Reboot your computer and try printing again.
  		• If you still can't print, contact EUC.

    I have a paper jam.

    1. Have you tried to remove the paper jam?
     
  		• Try looking in the following places for the jammed paper:
    • Remove the paper tray, look in the area where the tray was - remove any paper.
    • Open the top door where the toner sits, if it is a laser printer - remove the toner cartridge. Search the area for paper.
    • Open the back door (most laser printers have one) and look for paper there.
  		• If you still get a paper jam message, make sure all the doors are closed. If this is a laser printer, try taking out the toner cartridge and then putting it back in - be sure to close the door firmly.
  		• If the paper jam message remains, contact EUC.
    2. Is the printer continuously jamming paper?
     
  		• If paper is continuously jamming, the printer rollers may need to be replaced. Contact EUC.

    My computer won't boot.

    1. Is there power?
     
  		• If you press the space bar or move the mouse, does the computer become active?
  		• Can you see a green light on the computer and on the monitor? You should see both lights. If you only see one of the lights, check both ends of the power cables. Try moving the plug into a different surge protector slot.
  		• If you can see the green light on the monitor, try pressing and holding in the computer's power button for 10 seconds.
  		• Some computers have a power button in the back of the computer just below the fan, check that this is turned on. Try turning the computer off and then on.
  		• If neither the monitor nor the computer have green lights, check the power strip. Is it plugged in and the power button turned on? If you still have no power, contact EUC.
    2. Are you getting the message "NTLDR is missing"?
     
  		• Check the CD/DVD drive for a disk (check the 3.5" drive on older computers for a diskette). If you find one, pop it out and restart the computer.
    3. Are you getting an error message? Or a blue (or gray) screen?
     
  		• If you are getting an error message or blue (or gray) screen, copy message and contact EUC.

    I can't access my P: drive.

    1. Did you receive an error message while the computer was
        booting? Did you try rebooting?
     
  		• Try rebooting. If you still receive an error message, contact EUC. Be sure to include the error message.
    2. If you open My Computer, can you see an icon for the P: drive?
        Do you see a big red X on the icon?
     
  		• If you can't see the drive and you have rebooted, contact EUC.
  		• If you can see the drive(s) and you see a big red X, try double-clicking on the drive. If nothing happens or you get an error message then either you are not connected to the network or there is a network problem and the drives are unavailable. You can contact EUC and inquire about the network.
  		• Can you get to the Internet? If you can, then you are connected to the network. It could be that the server to which you are connected has a problem. Contact EUC and inquire about the server.
  		• If you are in an office with others, ask them if they can access their P: drive. If they cannot, it is probably a network problem. Contact EUC and let the others in your office know what the response is.
    3. Is the network cable plugged into the wall and the computer?
     
  		• Check the network cable (it is usually brightly colored). Does it appear to be firmly plugged into both the computer and the wall? Reboot your computer and try the drive again.
  		• If you look at the place where the cable is plugged into your computer, can you see a green blinking light? If you cannot see a blinking light, contact EUC.
  		• If you still can't get to the drive, contact EUC.

    I can't get to the Internet.

    1. Does your browser open?
     
  		• If you cannot get your browser to open, did you receive an error message? Copy the message and contact EUC.
  		• If you cannot get Internet Explorer to open, does your system freeze? Try rebooting. If that doesn't work, contact EUC.
    2. Is it one site that you can't access or all sites?
     
  		• If it is just one site, check the URL. If it is misspelled you will not be able to access the site. If it is the correct URL, there is a problem at that site. You should try again later.
  		• If you cannot reach any sites, reboot your computer. Try again. If you still cannot access any sites, contact EUC.
    3. Can you get to www.hood.edu?
     
  		• If you can, the problem is off-campus.
    4. Are you receiving an error message?
     
  		• Contact EUC and include the error message.

    My computer is frozen (or "Blue Screen" -PC "Gray Screen" - Mac ...of Death).

    1. Did you receive an error message?
     
  		• If you did, copy the message and reboot the computer. Try doing what ever it was you were doing when the computer froze. If it freezes again, contact EUC - be sure to include the error message.
    2. Does the computer freeze whenever you run a certain
        application?
     
  		• If you find that your computer freezes whenever you run a particular application determine exactly what you are doing when the computer freezes. Also, pay attention to what other programs are running at the same time. Contact EUC with the above information.
    3. Does anything happen if you press CTRL+ALT+Del?
     
  		• If nothing happens, shut the power off then turn it back on (known as a "hard-reboot").
  		• If the task manager window pops up, click on the task manager button. Click on the 'Application tab' and look at the Application window. Look for a program that says 'Not Responding." If you find one, click on the program and click on 'End Task' button. If your computer is still frozen, perform a "hard-reboot.

    How can I tell if the e-mail warning I've gotten about a devastating new virus is a hoax?

     
  		• Interspersed among the junk mail and spam that fills our Internet e-mail boxes are dire warnings about devastating new viruses, Trojans that eat the heart out of your system, and malicious software that can steal the computer right off your desk. Added to that are messages about free money, children in trouble and other items designed to grab you and get you to forward the message to everyone you know. Most all of these messages are hoaxes or chain letters. While hoaxes do not automatically infect systems like a virus or Trojan, they are still time consuming and costly to remove from all the systems where they exist.

    Two things immediately suggest that an e-mail is a hoax. The first is something in the e-mail that tells you to send it to everyone you know, all your friends, etc. No legitimate source is going to tell you to send something to everyone you know.

    The second is a general reference to an established authority. Sure, I may be offering you this advice, but how would you feel if I told you it was not only my advice, but it was the recommendation of many top-level security officers of major technology corporations, including Intel, AMD, IBM and Microsoft! Now that says a lot! Doesn't it? Well, no, not really.

    Any legitimate reference to the opinion of an established company will almost always include a link to a Web site. All of these companies are perfectly able to communicate with millions of people via their Web sites; they don't need people sending vague references through e-mail.

    For more information about e-mail hoaxes, you can visit the DoE's CIAC information Web site: http://hoaxbusters.ciac.org/. Anti-virus software developers (such as McAfee) are another good source for confirming reports of viruses.

    My mouse isn't working properly.

    1. If you use a non-optical mouse, have you cleaned it?
     
  		• A mouse needs to be cleaned occasionally. Open the mouse and look at the rollers. It may have a dirt build-up that needs to be removed. Use a pencil or other instrument to remove the dirt. Also, clean the ball. You can prevent this dirt-build-up by cleaning your mouse pad occasionally. Turn your keyboard over and shake it to get rid of excess crumbs or dirt that can gum up the keyboard.
    2. Have you checked the connection to the computer?
     
  		• Follow the mouse cable to the computer. Is it firmly connected? If it seems loose, push it firmly into the computer and reboot.
    3. Does the mouse move only in one direction?
     
  		• Try cleaning the mouse. If it still only moves in one direction - contact EUC.
    4. Does the mouse arrow appear on the screen but doesn't move?
     
  		• Try rebooting the computer. If that doesn't work - contact EUC.
    5. Do you have a wireless mouse?
     
  		• Try changing the battery in the transmitter. If that doesn't work - contact EUC.

    My computer is making an awful noise.

    1. Does your computer make this noise all the time?
     
  		• If the noise is constant, your cpu fan may be bad. Contact EUC.
  		• If the noise is sporadic, does it happen under certain conditions such as when you use a CD/DVD or, in older computers, when you use a floppy? Note when it happens and contact EUC.

    My CD/DVD drive isn't working.

    1. Does it not work with all CD/DVDs or just a particular one?
     
  		• If it's just a particular CD,
    1. Be sure to put the CD in the drive with the lettering up.
    2. Make sure the CD is lying flat in the drive.
    3. Check to see if the unlettered side is scratched.
  		• If the drive doesn't work with any CD, contact EUC.