He came and picked up his laptop.
Had him sign in on an ethernet line before he left.

Finally... Done.

Priority changed from (1) Highest Priority to (3) Priority.

****This is an email****
Hi Andrew,
I definitely like the screen on the loaner, so
thanks for reassuring me about the laptop that was
ordered.  It has been a good computer to use these
past few days. 

I don't think that I need to be able to print
wirelessly.  The only printing I have really done
is from my office where it has been pretty easy to
simply plug in the ethernet cable.

I seem to remember when I got the last laptop that
somebody had to come by my office to set the
computer up to print to our division office.  They
also set up a "Z" drive for me, though I can't
recall why that was created.

Thanks again for all your help with this!  I could
come by Monday morning around 8:30 to pick up the
new computer and drop off the loaner.  Would that
be a good time to come by?

My old laptop had come with a carrier bag.  I will
bring that with me on Monday to return to you.

All the best,
David 

****This is an email****
Hi Andrew,

Thanks for your email.  I don't think I had any
special software installed on my old laptop.  More
than software, my bigger concern are the features
of the hardware of the new laptop.  Is the new one
the same model as my last one or a newer model?  I
guess the biggest thing I look for in a laptop is
the type of screen.  Some screens are very
reflective/glossy and make it difficult to work
on.  I definitely would need a screen that is more
matte without any glare or reflection.  My eyes
just can't handle the glare/reflections.  I like
the screen of my last laptop (and the current
loaner that I have).  There is almost no
reflectivity.  Another question would be the size
of the laptop.  I carry this thing around a lot,
so I don't want one that is any bigger than my old
one.

I realize this a laptop has already been ordered
and set up.  As I said, my biggest worry is the
reflectiveness of the screen.  I didn't realize
ordering a new computer was a possibility from
everything that was said last week or I would have
shared these concerns for a new laptop sooner.  If
there is going to be a glare/reflection problem,
let me know.

I am definitely excited to get a new laptop so
thanks for all your help with that.  I might not
be able to make it to campus tomorrow, but I could
definitely get in on Monday to pick it up.  I
would also need to get the laptop set up so that I
can print from my office in HSS.  What is involved
in setting that up?

Thanks for all your help,
David

Imaging machine

Disk check didn't work.
Will be bumping laptop to early upgrade.
WOU#20101433.

Upgraded machine isn't imaged yet.
Will image Monday morning.

Running check disk on hard drive to see if that
fixes it.

If not we will bump his laptop and upgrade it early.
Will work on WOU#20101433 which will be
replacement if needed.

He came in and needed a laptop not a desktop.
Went through the library to get the laptop
Checked out WOU#20101020 with power cable.
Also, grabbed one of the carrying cases for those
laptops and will give him the laptop in the case.

Going to update computer, give him admin rights
and make sure he logs in through ethernet here so
he can use the laptop off campus.

Status changed from (1) Pending to (5) Completed

Getting computer setup W#20070171

Andrew - If we could get a laptop from the stack 
back there and get it re-imaged and ready to loan 
for David until we get his issue fixed?  Also if 
you could update inventory when we loan out the 
laptop and when we get it back.  

Priority changed from (3) Priority to (1) Highest Priority.

****This is an email****

Hi Teresa,

My family and I fly back to the United States on 
Wednesday of this week.  I can bring the laptop 
by UCS probably sometime Friday.  

Would it be possible to go ahead and make 
arrangements for me to be able to get a loaner 
that I can start using on Friday while mine is 
looked at?  I will have a lot of work to do on a 
computer for my research when I get back.

Thanks,
David

****This is an email****

Hi David,

When I first talked to you about your computer my 
thought was it was not good news but I'm not very 
technical but Andrew did confirm our fears. 

So as much as I know you'd love to leave it there 
and never have to see it again, sadly, we would 
love it back.  We have a couple options when you 
return.  If it's a hardware issue sometimes they 
are under warranty, if' it is a software issues 
then we can re-image the machine and get it 
working and the last resort, we can get you 
something that will work, even a loaner as yours 
is repaired.  Our notes show it's a W#2008 
machine and we are currently working on the 
W#2007 machines so next year we will be able to 
do something more with it.

So if you don't mind bringing the lovely computer 
back with you, we'll get it back up and running 
ASAP for you.

Let us know if you have any other questions in 
the meantime.

Have a safe trip home!
Teresa

****This is an outgoing email****
Hi David,

We were just following up with you regarding a 
service request that we have for you.  (#45208)

Description: Computer is having major issues - 
needs remote support asap.  I know you have been 
working with Andrew and we didn't know if you 
needed us to assist with anything else on this 
until you returned back to the area.

If we can still be of assistance with this 
remotely, just let us know.

Thanks!
Teresa

****This is an email****
Andrew,
Thanks, this helps a lot.  I had actually been
trying to avoid shutting it down.  I noticed it
seemed to work better if I didn't go through the
start up.
David

****This is an email****
Andrew,
Thanks for the information, I had a feeling this
is what was happening.

Is there anything that I can do to preserve the
life of the hard drive?  For example, if I limit
my computer use to only when I am in the archive
(rather than using it to write email in the
evening), will I improve the chances of it lasting
a little longer? I need to squeeze out as many
days with this computer as possible, so any
suggestions on how to not provoke the failure
would be helpful.

I have waited years to be on sabbatical and am
finally in the place where I can do my research
and the one tool that I need to do much of that
research is failing. 

All the best,
David

Hello David,

First I want to thank you for the detailed
description of the errors and issues that your
computer is having.

The check disk errors and blue screen errors that
are popping up for you seem to be hardware issues.
It sounds like your hard drive is failing.
Unfortunately, there is not anything I can do
remotely to fix that.

I would suggest that you, just as you have been
doing, back up as much data as you can to an
external hard drive or flash drive.
With errors like these there is almost no telling
when the hard drive might fail completely.

I am sorry again for the horrible timing of these
problems.
When you get back, we will make sure we replace
the hardware as soon as possible to get you up and
running again.

Let me know if you have any other questions.
Thanks,

****This is an email****

Hi David,

I'm so sorry to hear about the issues your 
computer is having.  

I also really appreciate you emailing the 
details, this will be a huge help for the 
technician for trouble shooting the problem.

I have created a ticket (#45208) and let the 
technician (Andrew) know that you are remote and 
that we need to help through email as much as 
possible and as quick as possible.  Andrew is 
scheduled to work tomorrow afternoon, noon our 
time, so less then 24 hours from now.  So you 
should be hearing from him tomorrow.

If you have any questions or need to contact me 
with any information or any other questions, 
please do and I can make Andrew gets the message.

Thanks!
Teresa

****This is an email****

Hi Teresa,

My subject heading says it all.  My laptop is 
suddenly having significant problems.  Here is a 
summary rundown:

- I was in an archive with it on Friday when the 
screen suddenly flashed to blue and then the 
computer shut down and restarted itself about 4 
times.  There where various error messages about 
the shell collapsing, etc.  However, it suddenly 
started working just fine.

- Later on Friday, when I turned the computer on 
it recommended a Check Disk, which I did.  It 
stalled after finding 3 sectors unreadable.  I 
was able to restart the computer and it ran okay 
during the weekend.  The Check disk option comes 
up now every time I turn on the computer.  I have 
been skipping it.  I did not really use the 
computer between Friday evening and yesterday 
(Monday) evening.  

- Last night (Monday) the computer suddenly 
froze, flashed text with a blue background and 
then when to the Check disk utility.  This time, 
after saying it was 9 percent complete, it 
suddenly started quickly scrolling through 
numbers of sectors that it said where 
unreadable.  I estimate it scrolled through 
40,000 to 50,000 before suddenly stopping and 
saying verification was complete.  It then seemed 
to freeze, so I did a restart and it worked just 
fine.  

- [I should add that in the midst of all of this, 
I have been putting copies of my research onto 
thumb drives and whatever memory cards I have.  I 
think I have made copies of all of the important 
stuff on my computer.]

- I did not bring the computer to the archive 
today.  When I came home, I opened it up and it 
said it needed to send an error report.  I sent 
the report and it then gave me the message that 
my computer was experiencing a "Stop Error" 
or "Blue Screen" and that I should get it to the 
manufacturer as soon as possible.  That does not 
really seem feasible.