Service Request Ticket - # 43545

Service Request Ticket - # 43545

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Service Request Information

CONTACT	Name	Hilterbrand, Lori	Date	Jul 19, 2011 11:45 AM
	Department	Library & Media Services	Phone	88441
	Location		Email	hilterbl@wou.edu

SR INFO	Type		WOU #
	Priority		Equipment Type
	Status		Flagged
	Description	characters left

Thin Client	Edit WOU #	20100877 (opens in a new window)	Bldg/Room	OFF PDR
	Service Tag		Description	Wyse P20 Thin Client (64F/1GR XDR US) #909101-01L
	Serial No.	S200RK102911	Location	PDR
	CPU	Unknown
	OS	Unknown	Software
	Wired NIC	00:80:64:88:AF:A6

TECHS	Submitted by	Teresa Hutchinson	Contact	hutchinsont@wou.edu	88010
	Primary Technician		Contact	nhigginbotham09@wou.edu	88925

Tracking

Entered by	Date	Memo
Nathan Higginbotham			Email Public
Entered by	Date	Memo
Nathan Higginbotham	Jul 25, 2011 01:56 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Nathan Higginbotham	Jul 25, 2011 01:56 PM	replacing the monitor as well.	Add Attachment
Nathan Higginbotham	Jul 25, 2011 10:40 AM	It is working. Need to deliver it. I wonder if it is the library cable that is bad.	Add Attachment
Tricia Flaherty	Jul 22, 2011 11:17 AM	Task reassigned to Nathan Higginbotham.	Add Attachment
Tricia Flaherty	Jul 22, 2011 11:17 AM	Nathan below is the reply from Wyse Can you confirm that reset or device firmware upgrade have been attempted before we send this back for RMA? The client is on top of my desk if you need it	Add Attachment
Tricia Flaherty	Jul 22, 2011 11:15 AM	**This is an email** Tricia, This could be a hardware issue that needs to be return to RMA for repair Before that, can you try to reset the device configuration Reset the device configuration: · Click Option > Configuration > Reset Also you can try to upgrade the device firmware to version 3.4.0 see attached procedure If any of the above did not fix the issue, please call our RMA to send the device back for repair RMA ¿ 1800-800-9973 option#3 Regards Benjamin Elamparo Jr.	Add Attachment
Tricia Flaherty	Jul 20, 2011 10:58 AM	**This is an email** ---------------------------------------- Support Case Number: 2739372 Problem Summary: Wyse client flashes black and gray on display and won't establish a connection Customer ---------------------------------------- Customer: Western Oregon University Account Number: 350359 Contact: Tricia Flaherty Preferred Contact Method: E-mail-flahert@wou.edu General Information ---------------------------------------- Status: New Case Type: Product Issue Severity: S2 - High business impact Problem Type: Defect - Hardware - RMA Request -Hardware Software/Model No.: D200 Product ---------------------------------------- Hardware Part No.: 909101-01L Hardware Serial Number: 200RK102911 Attachments (Upload Screen Shots, Logfiles etc) ---------------------------------------- Progress ---------------------------------------- Date: 20-JUL-2011 10:55:52 Updated By: Tricia Flaherty Wyse P20 client used in campus lab location is flashing black and gray on screen and not establishing a connection even after repeated resets and attempts. Other Wyse clients are working in same location. (WOU #20100877 VC2) Down by one station in an active Lab and Summer classes in session. Contacts ---------------------------------------- Contact: Tricia Flaherty Contact By: E-mail-flahert@wou.edu Primary: Yes Type: Customer Incident Address ---------------------------------------- Address: UCS - ITC 009, 345 N. Monmouth Ave. City: Monmouth State: Oregon Province: Postal Code: 97361 Country: United States	Add Attachment
Nathan Higginbotham	Jul 19, 2011 02:30 PM	Task reassigned to Tricia Flaherty.	Add Attachment
Nathan Higginbotham	Jul 19, 2011 02:30 PM	Sending in for replacement.	Add Attachment
Teresa Hutchinson	Jul 19, 2011 11:45 AM	There is like a cloud on the monitor and the CPU. Restarting didn't help. The computer #20100877 - station VC #2	Add Attachment