Basic Troubleshooting (Common Problems)

Transcription

1 Basic Troubleshooting (Common Problems) by: helpdesk (ITServ)

2 NETWORK Can t t connect to Internet/LAN: - Check if LAN cable was plug-in properly - Green/Orange light flashing - Check if LAN card was Disable or Enable - Go to control panel - Double click Network connections - Right click Local Area Connections and click Disable or Enable - Check if IP/DNS obtain address automatically - Go to control panel - Double click Network connections - Right click Local Area Connections and click Properties - Click General tab - Select TCP/IP and click Properties button - Click General tab - Tick Obtain an IP/DNS address automatically

3 Check IP/MAC Address if BLOCKED: - Windows 98/Me - Click Start - Click Run - Type winipcfg and press enter - From the drop-down down menu, select the ethernet adapter or LAN card being used for your connection and take a look at IP and Physical Address - Click Release all and Renew all - Windows XP/ Click Start - Click Run - Type cmd and press enter command prompt (DOS MODE) window appears - Type ipconfig /all and press enter - Take a look at IP and Physical Address - Type ipconfig /release and press enter ipconfig /renew and press enter Check from the link below if your PC s s IP/MAC was blocked: ://itserv.ait.ac.th/helpdesk/announce/blockip.html

4 AIT campus-wide anti-virus scanner Download and install the AIT campus-wide anti-virus scanner from (Trend Micro Officescan Corporate Edition) Uninstall (remove) your current anti-virus program first if you have one. Installation is automatic and web-based (IE 4 or newer required) It supports Windows 9x / ME / 2000 (workstation, pro) / XP (home, pro) but will not install on server variants of Windows. Contact the Helpdesk if you need to install it on a server. Download accelerators must be disabled before clicking on the link above. If you are using a personal firewall, make sure that you allow incoming connections to port TCP/58796 from the anti-virus server at address and outgoing connections from the anti-virus program files to port TCP/80 of the anti-virus server.

5 NEW! If you are running Windows XP and have Service Pack 2 installed, download/install XPSP2FW_OSCE.REG from this link and open the XPSP2FW_OSCE.REG file directly from your browser, or save it first then double click on it. Click "Yes" when asked if you want to add this information to the registry. This will configure the firewall that comes with XP SP2 to allow connections from the Trend Micro anti-virus server. This is needed to receive updates. NOTE: Windows XP with Service Pack 2 (Can t Install OfficeScan) - Open Internet Explorer - Click Tools - Click Internet Options - Click Security - Click Custom Level - Tick Enable ALL Active X control and plug-ins - Click OK and try again

6 AIT Windows Update server Applies to Windows 2000 / XP / 2003 only, no support for Windows 9x / ME. For automatic updates to work, you must have at least Service Pack 4 already installed on Windows 2000, or Service Pack 2 already installed on Windows XP. Go to the System Control Panel to check this. You can download Windows 2000 Service Pack 4 for English or Thai or Windows XP Service Pack 2 for English or Thai - Contact the Helpdesk for other language variants of these service packs. Currently the following language variants of Windows are supported: thai, english, french, chinese (simplified and traditional), german, japanese (including NEC), korean, swedish, italian. - Contact the Helpdesk if you need another language. Configure Automatic Updates in the Control Panel: For Windows XP/2000 click the Automatic Updates icon - Check the Keep my computer up to date... box and choose the desired setting (recommended: Download the updates automatically and notify me when they are ready to be installed) then click OK.

7 Download/Install WUSUS.REG from and open the WUSUS.REG file directly from your browser, or save it first then double click on it. Click "Yes" when asked if you want to add this information to the registry. This will automatically set up your computer to use the AIT Windows Update Server instead of Microsoft's. From now on, pay attention to the Updates are ready to install that will sometimes appear in the tray, and take immediate action when it does.

8 Force an Immediate update scan Open cmd command line window (Start > Run, type cmd and click OK Type net stop wuauserv (then hit <Enter>) Type regedit (then hit <Enter>) to start the registry editor NOTE: Editing registry may cause your machine not to work - Navigate to the following key: \HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Wi ndowsupdate\autoupdate - On the right, you should have a list of keys and values, like AUOptions etc - Look for the values that are date and time like: :34:12. There will be 1 to 3 keys having a date/time value. - Simply click on the key name and press Delete Key - Exit the registry editor - In the command-line window, type net start wuauserv (then hit <Enter>)

9 How to Install & Run Anti-spyware? (Pop-up windows) Go to: and select Microsoft (recommended) or Spybot Search and Destroy. Follow instructions til installation is finish. To run the Anti-Spyware program, double click the icon from your desktop. FAQ s What to do when my Antivirus program can t remove / clean / quarantined the virus? - Once OfficeScan detected the virus but can t clean, click on the virus name and follow the suggested instructions of trendmicro What to do when my PC always popping-up windows? - Run Anti-spyware program

10 How to configure mail client? What is POP3? POP stands for "Post Office Protocol". It reads your s and downloads all new mails to your local hard drive. Other people who have access to your computer may be able to read your mails. Hence, POP is not a secure way to read your mail especially if you are not the only user of your pc. What is IMAP? IMAP stands for "Internet Mail Access Protocol". It accesses your folders in your mail server. IMAP simply reads your mails but does not download them to the local hard drive. With this feature, IMAP is the better option especially for those who are travelling. Advantages of POP3: Server quota is always FREE to receive incoming mails Mails were downloaded to your PC

11 Disadvantages of POP3: You can only check mails from this PC except for new mail, unless you ve decided to leave a copy of message on the server Advantage of IMAP: You can check s from any PC Disadvantage of IMAP: Your server quota will be FULL POP3 Parameters: Incoming server: mailserv.ait.ac.th Outgoing server: smtp.ait.ac.th tml