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Troubleshooting - How do I troubleshoot my computer problems?

Troubleshooting computer problems is not easy. It involves knowledge of hardware devices, the operating system, and application software. The purpose of this web page is to present a general overview of troubleshooting.

I have found some of my most difficult troubleshooting sessions have been the result of a user presenting the problem in a wrong way, after a long talk, I found out that the user was not presenting the correct problem. This material should also assist you when presenting your problem to the technical support person.

There are a few things you must consider before troubleshooting your computer. Identifying the problem is the most important step in the troubleshooting process. It is also one of the most often overlooked. There are numerous error messages which say one thing, but in fact the problem is quite different.

Part of identifying the problem includes gathering the facts concerning the problem. When did the problem start? When was the last time the application or computer functioned properly? What changes were made between these times? Is the problem related to hardware or software? So,

LET'S START THE TROUBLESHOOTING PROCESS:

Q1: What is the first thing I should try when having a computer problem... ?
A1: When your computer programs such as e-mail, word, excel... or printer has been working fine and then suddenly starts acting "weird", you can't print, open a document or receive/send an e-mail, turn everything off and then back on again. Slight power surges in the power lines can cause computer "hic-ups" that are easily corrected by restarting the system. If the error persists check for hardware or software problems. Just remember most of the computer hardware and solftware problems can be fixed by REBOOTING the computer, it's that simple.

Q2: What is the difference between computer hardware and software?
A2: The difference is very simple. If it is a physical device then it is hardware. If it is a program, a document or anything that is stored as information on the computer than it is software. Removable media such as CDs, diskettes and tapes are not considered hardware but the devices that read and write too them are. So a CD-ROM is not hardware, since it contains information, but the drive where you insert the CD-ROM is.

Q3: What are common computer hardware problems?
A3: There are many types of problems that computers can experience. Broken floppy and CD drives, burned RAM, bad hard drives, and other device failures. Another hardware problem occurs when users attempt to install software or peripherals that will not work with their system because of outdated technology or operating system incompatibility. This is a hardware problem because it can usually only be fixed by replacing older hardware with newer technology.

Q4: What are common computer software problems?
A4: Software problems tend to be the most difficult to understand and to resolve. Software problems can be anything from a bug in the programming to user error, and whole multitude of problems in between. Some of the most common problems tend to be installing software incorrectly and incompatibility between hardware/software so the software will not run correctly.

Q5: My computer is acting all crazy, should I check for virus? And how often should I scan my computer for viruses?
A5: Depending on how many files you have, a total system scan can take anywhere from a few minutes to a few hours, so think ahead when you are going to scan for virus and close all programs in use. To scan your computer for viruses using the online tool go to the LATEST VIRUS THREATS session located on the left side of this screen. We recommend that you scan for virus at least once a week for optimum protection. The users who use the internet less, or download less may not need to scan quite as often, but it is always a good idea to scan regularly and scan often.

Q6: How do I know if my computer has virus?
A6: Usually when your computer starts to act all crazy after opening an e-mail attachment or using a floppy disk, or when opening an e-mail attachment that does not take you anywhere, or when you have lots of message ready to be sent and you did not write those messages, all these are signs of virus infection.

Q7: How do I avoid a virus infection?
A7: Always think twice before opening an attachment, especially if it is not an excel or word attachment. Always scan the file using your anti-virus before opening it. Verify the sender, when not sure contact the sender via e-mail or by phone and ask if he or she has sent you an e-mail with the specific attachment. Keep yourself informed about the latest virus threats, read the LATEST VIRUS THREATS session located on the left side of this screen.

Q8: I can't login, why?
A8: First you need to be more specific when reporting a problem, where can you not login?

Lets say that yesterday the computer was fine and when you left you turned off the computer and the following morning you turned it on but you could not login, then you have a network login problem. When this is the case contact your Hotel Brand Help Desk, example, if you are from Hampton Inn, Hampton Inn & Suites or Homewood Suites you should contact the Hilton Help Desk and if you are from the Wingate you should contact the Cedant Help Desk.

Now, if you can not login using the webmail refer to Q18.

Or if you have password error when using Outlook refer to Q12.

Q9: I can't find my e-mail folders (Inbox / Outbox / Sent Items / Deleted Items...) or my files and folders. What happened, it was there yesterday!
A9: Usually when everything was there and today is not longer there and you did not delete it, then you may have a user rights problem caused by your network, in this case, first you should reboot your computer and login again, if the problem persists, contact your Hotel Brand Help Desk, example, if you are from Hampton Inn, Hampton Inn & Suites or Homewood Suites you should contact the Hilton Help Desk and if you are from the Wingate you should contact the Cedant Help Desk and explain to the technical support person that you lost your user rights and that you can not find the profile for your user.

Q10: I need a new e-mail account, what should I do?
A10: Request the new e-mail account by e-mail, by using your company's Intranet or by using our Online Support Ticket Form. Some e-mails need a manager authorization.

Q11: I just received my new e-mail account information. How can I create my new e-mail account using Outlook?
A11: Refer to the manual E-mail Configuration, just click here to download the manual in .PDF.

Q12: When checking for e-mail using Outlook, I get an error message from the POP3 AND SMTP Servers (Incoming and Outoging servers). What should I do?
A12:

First you should check if you have internet connection, open up your internet browse and visit http://www.yahoo.com, if the page comes up then your connection is fine and if an error page comes up then contact your GM or your Internet Service Provider.

If your connection is fine, verify your e-mail account configuration, the POP3 and SMTP should read mail.yourdomainname.com, username login should be username@yourdomainname.com and the password must be entered in lower caps (refer to Q10).

If your configuration is correct and you still getting the error message, go to your e-mail account configuration remove your e-mail password and uncheck remember password, hit apply, save and close, then close your outlook and open it again, click on send/receive to check for new messages, a window will pop up requesting your password, enter your e-mail password (lower caps) and hit enter, if you start to receive your messages, when finished just go to your e-mail account configuration, enter your password and check remember password, hit apply, save and close, then close your outlook and open it again, click on send/receive to check for new messages and this should solve your problem.

If you still can not receive your messages, make sure that you have the correct password, to make sure go to http://mail.simplewaresolutions.com select the first option, enter your full e-mail address (username@yourdomainname.com) and enter your password, if your login was denied refer to Q14

if your login was successful I recommend deleting your e-mail account configuration from your Outlook and re-create your account, refer to the Q10.

If the error persists please use the Online Support Ticket Form.

Q12a: When checking for e-mail using Outlook, I get an error message on the SMTP Server (Outgoing Server) ONLY. What should I do?
A12a: Go to your Outbox and open the oldest message waiting to be send and then verify if the message has the correct address in the FROM and TO fields and if the message has SUBJECT. Messages contaning wrong address information or no subject could prevent the server from sending your message. If the error persists please use the Online Support Ticket Form.

Q13: When using Outlook, why is my e-mail password not working?
A13:

First verify your e-mail account configuration, the password must be entered in lower caps (refer to Q10).

If your configuration is correct and you still getting the error message, go to your e-mail account configuration and remove your e-mail password and uncheck remember password, hit apply, save and close, then close your outlook and open it again, click on send/receive to check for new messages, a window will pop up requesting your password, enter your e-mail password (lower caps) and hit enter, if you start to receive your messages, when finished go to your e-mail account configuration, enter your password and check remember password, hit apply, save and close, then close your outlook and open it again, click on send/receive to check for new messages and this should solve your problem.

if your login was successful I recommend deleting your e-mail account configuration from your Outlook and re-create your account, refer to the Q10.

If the error persists please use the Online Support Ticket Form.

Q14: I forgot my e-mail password, what should I do?
A14: Unfortunately for security reasons password can not be retrieved only reset to the default. In order to request your password use the Online Support Ticket Form. Enter your original e-mail and under the problem description enter an alternative e-mail or telephone number for contact.

Q15: I can't open my e-mail attachment, why?
A15: