{"id":1708,"date":"2022-08-08T23:48:58","date_gmt":"2022-08-08T23:48:58","guid":{"rendered":"http:\/\/wp-test.lt.ucsc.edu\/?post_type=epkb_post_type_1&p=1708"},"modified":"2024-09-16T20:27:33","modified_gmt":"2024-09-17T03:27:33","slug":"troubleshooting-and-reporting","status":"publish","type":"epkb_post_type_1","link":"https:\/\/www.lt.ucsc.edu\/?epkb_post_type_1=troubleshooting-and-reporting","title":{"rendered":"Troubleshooting and Reporting"},"content":{"rendered":"\n

Reporting Equipment Problems<\/strong><\/h2>\n\n\n\n
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As soon as you notice a piece of equipment in the labs or libraries is not working properly, attempt to: <\/p>\n\n\n\n

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  1. Troubleshoot to the best of your ability (check cable connections, power plug, restart the machine, etc.).<\/li>\n\n\n\n
  2. If you are not able to fix the problem, you will need to report a Technical Issue using the Support Request System<\/a> on the Consultant website. <\/strong>When describing the problem, be as specific as possible and include any troubleshooting methods you have tried and the results.<\/strong><\/li>\n\n\n\n
  3. Place a large \u201cequipment not functioning\u201d sign when a workstation or peripheral device is not working. This sign can be found in the supply cabinet. <\/li>\n<\/ol>\n\n\n\n
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    When making a Support Request<\/strong>\u2026 Include all of the following as applicable to the situation such as: date, time, computer # (or equipment or supply), a brief and concise subject, a detailed description of the incident, which includes: username of customer (this is more important in helping us help the customer than you think), applications used, what the customer did or attempted to do, complete error message, what the Consultant did to troubleshoot, results of troubleshooting, what you expected to happen versus what is actually happening.<\/p>\n\n\n\n

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    Consultants must also report in the #trbl-support_request Slack channel for every Support Request ticket submitted on LTWeb.<\/strong><\/p>\n\n\n\n

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    Consultants need to check the Support Request Database at the beginning of every shift. <\/strong>This is considered a continuous duty (see Consultant Duties and Responsibilities<\/a>).<\/p>\n\n\n\n

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    For more information refer here<\/a><\/strong>. If you need clarification or you have questions or comments, please do not hesitate to contact one of the Student Managers or the technical staff in the Learning Technologies office.<\/p>\n\n\n\n

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    Who to Contact and When<\/strong><\/h2>\n\n\n\n
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    For a\u2026<\/p>\n\n\n\n

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    Issue<\/strong><\/td>Examples<\/strong><\/td>Who \/ where to Contact?<\/strong><\/td><\/tr>
    Class Issue <\/td>Unscheduled class; Too many students; Instructor<\/td>Lab Operations Manager via Slack<\/td><\/tr>
    Technical Problem<\/td>Broken keyboard; cabinet lock not working; computer can\u2019t boot<\/td>Tech Request via LTweb<\/a> AND
    Slack channel: #trbl-support_request<\/td><\/tr>
    Facilities <\/td>Lab temperature is too hot; pests; lights flickering<\/td>Slack channel: #trbl-support_request<\/td><\/tr>
    Emergency<\/td>Triggered false alarm; fire<\/td>Follow Emergency Guide<\/a>
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    Class Issue:<\/strong> (unscheduled class, instructor needs additional lab sections, etc.) Report a Facilities\/Class Issue<\/a> so the Lab Operations Manager can resolve the problem.<\/p>\n\n\n\n

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    Technical Problem<\/strong>: (mouse broken, cabinet combo lock not working) Report a Tech Request so the Admin\u2019s or Tech Support Specialist can investigate and resolve the problem.  <\/p>\n\n\n\n

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    Facilities Problem<\/strong>: (lab temperature too hot, alarm, Omnilock, pests, etc.) Report a Facilities\/Class Issue<\/a> so the Lab Operations Manager can report and resolve the problem.<\/p>\n\n\n\n

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    Emergency<\/strong>: If the problem needs immediate attention<\/strong>, follow the appropriate emergency procedures and let the managers know about the problem when you are able.<\/p>\n\n\n\n

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    Please be sure to check the previous Support Requests for each lab before you send one to be sure that the problem you are reporting hasn’t already been reported. <\/strong>The technical team tries to stay on top of all tech support requests and get them taken care of in a timely manner. Be aware that some problems may take longer than others to solve, and\/or there may be other more critical problems that need to be solved before others (for example problems that impede class usage).<\/p>\n\n\n\n

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    Troubleshooting Techniques<\/strong><\/h2>\n\n\n\n
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    Consultants are the first line of defense in the labs and libraries. When a problem arises, please try and troubleshoot as best you can. Here are some suggestions:<\/p>\n\n\n\n

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