Technical Support - Activity #11

For the this week's activity, I have created a knowledge base addressing a few of these common problems:

• There is no sound coming out of the speakers on the student computers.
• I can't connect to the network.
• My computer keeps freezing up on me.
• My printer won't print.
• My SMARTboard pens aren't working.

Problem: There is no sound coming out of the speakers on the student computers.

Solutions:

1. Check to see if the speakers are turned on and receiving power. If not, plug in electrical cord and turn on speakers.
2. Check to see if the speaker wire (typically with a green plug) is connected to the correct computer port (typically has a green port connector or has a headphone icon). If not make the connection by plugging in the cable to the appropriate port and ensure the speakers are turned on.
3. Check to see if the sound is muted on the computer. To do so, go to the Start Menu > Control Panel in Windows and make sure the sound output is not muted. On a Mac, go Apple Menu > System Preferences > Sound and make sure the output volume is not muted.
4. Restart computer to see if sound card starts to work properly.
5. Check to see if there are any operating system updates that address this issue and download/install them.

Problem: User cannot connect to the network.

Solutions:

1. Check to see if wireless network is accessible to other computers. If not, contact network administrator.
2. Check to see if the wireless network is selected in the network preferences or in the wireless menu. If not select the appropriate network.
3. Check to see if there is a wireless toggle to turn off/on wireless. Typically there is a physical switch or a shortcut that can be pressed to activate wireless.
4. Restart computer to see if wireless card detects signal.
5. Check to see if there are any operating system updates that address this issue and download/install them.

Problem: Computer keeps freezing.

Solutions:

1. Check to see how many programs are running. Close any unnecessary programs and/or forcefully close programs that aren't responding.
2. Restart computer to refresh RAM storage to make the computer function.
3. Check to see if there are any operating system updates and download/install them.

Problem: Printer doesn't print.

Solutions:

1. Check to see if the printer is turned on and receiving power. If not, plug in electrical cord and turn on printer.
2. Check to see if the printer is connected to the computer. If wired, make sure both ends of the USB cable are plugged into the printer and computer. If wireless, make sure both the computer and printer are on the same wireless network.
3. Restart computer to see if the connection between the computer and printer is detected.
4. Check to see if there is a driver update for the printer and download/install them.
5. Check to see if there are any operating system updates that address this issue and download/install them.

Problem: SmartBoard pens aren't working.

Solutions:

1. Check to see if the SmartBoard is turned on and receiving power. If not, plug in electrical cord and turn on SmartBoard.
2. Check to see if there is an object blocking the sensor where the SmartBoard doesn't recognize the pen being picked up.
3. Check to see if the printer is connected to the computer. If wired, make sure both ends of the USB cable are plugged into the printer and computer. If connected via Bluetooth (wireless connection), make sure the computer's accepting Bluetooth connections and the SmartBoard is connected.
4. Restart computer to see if the connection between the computer and SmartBoard is detected.
5. Check to see if there is a driver or software update for the SmartBoard and download/install them.
6. Check to see if there are any operating system updates that address this issue and download/install them.