Service Request Ticket - # 19107

Service Request Information

CONTACT Name Pagel, Lori   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Jan 31, 2007 02:55 PM
Department Library & Media Services Phone 88881
Location Email pagell@wou.edu Request for more information Send 'Keeping in touch' email Send 'I'm thinking of you' email
SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description
Computer Edit WOU # 20020698[Edit Inv] (opens in a new window) Bldg/Room UNK
Service Tag 5QW4X21 Description Dimension 4600, P4-2.80GHz
Serial No. 5QW4X21 Location was PS unit - Reserves Room

CPU Pentium 4-2.80Ghz


OS Unknown Software Microsoft XP Pro from old cpus P0032877, Adobe Acrobat 6.0

Wired NIC 00:07:E9:78:12:E5

TECHS Submitted by Christian Mendez Contact chmende@wou.edu 88925
Primary Technician Contact goodeld@wou.edu 88122

Tracking

Entered by Date Memo
Dale Goodell
Email

Public
Entered by Date Memo
Dale Goodell Feb 13, 2007 10:05 AM 
I uninstalled the software from the C: drive,
deleted all copies on the I: drive (except for the
backup copy I made last week).  Next I ran the
installer and had it install the software to the
I: drive.  Then I copied just the subfolders from
the backup copy to the just-installed copy.  I
checked the properties of the new desktop shortcut
to see that everything pointed to the I: drive,
which it did.  When I ran the desktop shortcut I
could see a couple of the CDs.  I have requested
that Janeanne and/or Camila test the software.
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Dale Goodell Feb 07, 2007 11:14 AM 
Installed the software and attempted to configure
it to point to the database on the I: drive -- not
successful.  I plan to do more testing over the
next few days.
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Dale Goodell Feb 06, 2007 01:50 PM 
I will get the CD Library 3.5 software on
Wednesday morning, 2/7/07 and should have the
application installed shortly.  I will put a copy
of the installation CD on the T: drive.
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Myron Hoeckle (Student) Feb 06, 2007 01:27 PM 
Task reassigned to Dale Goodell.
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Myron Hoeckle (Student) Feb 06, 2007 01:26 PM 
all but CD library 3.5 installed. Dale will take
care of that.
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Myron Hoeckle (Student) Feb 06, 2007 12:25 PM 
Task reassigned to Myron Hoeckle.
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Myron Hoeckle (Student) Feb 06, 2007 08:05 AM 
ghosted it last night, getting installed the
special software.
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Audrey Macken Feb 05, 2007 02:56 PM 
Now when they log they can't bring up system to 
check books in and out, no h drive. They left the 
error message on the screen. There is no other 
computer they can use for checking books in and 
out, so they are piling up.
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Michael Orr Feb 01, 2007 05:19 PM 
Also, if you attempt to open My Computer or save a
document windows explorere seems to crash. I
couldn't find any unusal looking processes running
though.
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Michael Orr Feb 01, 2007 05:19 PM 
Time: 2/1/2007 16:59:49
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:47
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:47
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 24504
Thread ID: 15508

Time: 2/1/2007 16:59:46
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 24504
Thread ID: 15508

Time: 2/1/2007 16:59:46
Message: Installation of product RMSNT failed
Module: ALUpdate
Process ID: 24504
Thread ID: 24540

Time: 2/1/2007 16:59:45
Message: Installing Product RMSNT
Module: ALUpdate
Process ID: 24504
Thread ID: 24540

Time: 2/1/2007 16:59:45
Message: Downloading phase completed
Module: ALUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:45
Message: Product cache update from primary server
successfully finished
Module: CIDUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:45
Message: Downloading product Sophos AutoUpdate
from server \\potter\InterChk\SAVSCFXP\
Module: CIDUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:44
Message: Product cache update from primary server
successfully finished
Module: CIDUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:44
Message: Downloading product SAVXP from server
\\potter\InterChk\SAVSCFXP\
Module: CIDUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:43
Message: Product cache update from primary server
successfully finished
Module: CIDUpdate
Process ID: 24504
Thread ID: 24508

Time: 2/1/2007 16:59:43
Message: Downloading product RMSNT from server
\\potter\InterChk\SAVSCFXP\
Module: CIDUpdate
Process ID: 24504
Thread ID: 24508
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Michael Orr Feb 01, 2007 05:18 PM 
Sophos still doesn't update. I'll append a copy of
the log from the update I attempted. It looks like
the updates download fine, but when installs are
attempted, they fail.
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Michael Orr Feb 01, 2007 04:55 PM 
Going over to take one more look at it today. see
if i can get sophos working.
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Jonathan Guillen Feb 01, 2007 09:46 AM 
User called back to ask for the Service Request 
#. Just for clarification, this task is regarding 
a PC and not a thin client.
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Michael Orr Jan 31, 2007 04:01 PM 
Went over, ran CCleaner, Spybot, AdAware. All
found issues, fixed them, but the problem wasn't
resolved.

I was unable to get sophos to connect to the
update server. I uninstalled and reinstalled, but
it never was able to make a connection.

it looks like a piece of spyware is trying to open
an IE window over and over again once the spyware
kicks in. Seems to happen about 10-15 minutes
after logging into the machine.
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Michael Orr Jan 31, 2007 03:08 PM 
Task reassigned to Michael Orr.
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Michael Orr Jan 31, 2007 03:08 PM 
Heading over.
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Christian Mendez Jan 31, 2007 02:56 PM 
****This is an email****
We think our student worker computer workstation, 
20020698[Edit Inv], in the Reserves room behind the 
Checkout Desk in the Hamersly library may have a 
bug/virus.  It is bringing up IE web addresses 
that we didn't ask to bring up.  Sometimes it is 
pointing to an address in a foreign language.  
Today we printed a screen shot showing it 
pointing to the C:Drive so you could look at it.
 
Recently, when using different programs (checking 
in/out books; webct; excel) we are constantly 
having to click on the screen again because the 
cursor is no longer on the page.
 
This is a heavily used student worker station.  
It is the only station set up to 'sensitize' our 
materials that have been returned to us so they 
are reactivated to set off our security alarms.  
It also has a non-networked printer attached and 
set up to print some items uniquely about 4 times 
per day.
 
Thanks for any help!
 
Lori
 
 


Lori Pagel 
503 838-8881 
Circulation Assistant 
Hamersly Library 
Western Oregon University 
345 N Monmouth 
Monmouth OR 97361
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